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For Customer Experience Professionals

The Forrester Wave™: EFM Satisfaction And Loyalty Solutions, Q3 2011

Medallia And MarketTools Lead With Strong Performers Close Behind

September 27, 2011

By Andrew McInnes with Roxana Strohmenger, Harley Manning, Jennifer Peterson, Samantha Yanling Jaddou

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Why Read This Report

In Forrester's 76-criteria evaluation of enterprise feedback management (EFM) satisfaction and loyalty solutions, we found that Medallia and MarketTools led the pack with comprehensive software solutions and compelling product plans. Satmetrix Systems and Allegiance also demonstrated solid software and services for enterprise customer experience leaders, while fellow Strong Performers Mindshare Technologies and Empathica showed competitive solutions for clients with narrower purviews.

Tags: Application Strategy & Selection, Brand Monitoring, Customer Experience Management, Customer Relationship Management (CRM), Customer Satisfaction Surveys, Loyalty Marketing, Market Research, Market Research Vendors, Marketing & Strategy, Multichannel Customer Experience, Packaged Applications, Voice Of The Customer
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TABLE OF CONTENTS

  • EFM Solutions Help Voice Of The Customer Programs Scale Up
  • EFM Satisfaction And Loyalty Solutions Evaluation Overview
  • EFM Satisfaction And Loyalty Solutions Diverge Most On Software Breadth
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents
 
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