CUSTOMERS.COM® RESEARCH FROM THE PATRICIA SEYBOLD GROUP
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Customer
Service Company and Product Update
Strong Growth Continues
in 2Q2008
By Mitchell I. Kramer, September 25, 2008
NETTING IT OUT
In
2Q2008, the growth spurt for knowledge management (KM)-based customer
service that began in 2Q2007 continued for the fifth consecutive quarter.
Suppliers
acquired new customers and did additional business with existing customers
at a high level. Companies in a wide range of industry segments are buying
KM-based customer service products and services to improve the cross-channel
customer experience that they deliver, making it easier for their customers
to perform self-service activities and for their agents to deliver answers
and solutions more efficiently and effectively and improving retention
and cost to serve in tough economic times.
Good
customer growth translates
to good financial performance,
and financial performance
was good for all but a couple
of the customer service suppliers
that we cover. empolis, InQuira,
RightNow, and Talisma are
the financial performance
stars of this quarter.
Product
activity had been slow for
two quarters but picked up
a little in 2Q2008. Like
clockwork, RightNow introduced
its regular, quarterly release.
IntelliResponse, a new SaaS
supplier on our roster, introduced
a new version, one of the
three it introduces every
year. Also, Talisma made
two significant product announcements.
We expect some major announcements
in 4Q2008.
A
merger and acquisition was
the big news in company activity.
On August 4, Salesforce.com
acquired InStranet. We now
have a billion dollar player
in KM-based customer service!
This
report continues...
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