Revenue growth proves delivering a quality customer experience is just good business
Windsor, UK – November 10, 2009 —
nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced its third quarter results with continued strong revenue growth and record profits. Posting such strong results gives the division continued momentum and proves that delivering a quality customer experience is just good business.
One of the highlights of the quarter was the divisions’ largest
nGen Knowledgebase deal to date. The deal was sold through a business partner who will enable nearly 100 local councils in Europe to offer immediate access to local and central government information through a single free online self service portal.
Enterprise solutions accounted for 70% of the quarter’s new customer wins with half selecting on-premise and the other half on-demand solutions.
In addition to adding new customers, dozens of existing customers expanded their solutions by purchasing additional product modules again proving customers prefer nGenera CIM’s e-service solution suite for its rapid ROI, coupled with its ability to deliver an exceptional customer experience. The expansion trend typically begins with nGen Knowledgebase and moves on to agent assisted modules
email and
chat – this ensures a seamless escalation for customers.
This quarter and nGenera CIM’s year to date success is proving what Forrester’s Bruce Temkin explained in his The State Of Customer Experience, 2009 research published on 24th April about why firms have become so enamored with customer experience, “Because it makes good business sense. Increasingly, firms are realising that customer experience is directly linked to loyalty. Our data shows that good customer experience is closely correlated with willingness to buy more; reluctance to switch; and likelihood to recommend.”
“The elevated interest in customer experience has given us incredible opportunities,” said Wade Pfeiffer, General Manager of nGenera CIM. “We are able to capitalise on these market opportunities because of our solutions functionality, modular design, scalability, flexible deployment options (on-premise or on-demand) and a rapid ROI – all of which enable companies to increase customer loyalty with quality service.”
