PivotLink, the leading provider of retail performance management solutions delivered via Software as a Service (SaaS), and ChatterPlug, the first provider of real-time customer experience and feedback tools for enterprise mobile applications, joined forces to offer ChatterPlug's on-location customer feedback and satisfaction data within PivotLink RetailMetrix.
This powerful combination gives retail executives and managers a complete picture of store operations by allowing them to analyze on-location customer engagement metrics alongside other key performance indicators.
Companies that delight customers improve business results, according to a March 2012 Aberdeen Group study, "The ROI of Best-in-Class CEM Programs." Aberdeen's study finds companies with "Best-in-Class" CEM (Customer Experience Management) programs that continually monitor and optimize customer feedback have lower customer erosion and higher year-over-year revenue from existing and new customers.
Retailers from sporting goods to apparel use PivotLink's SaaS analytic applications to uncover actionable business insights from massive volumes of customer data in a fraction of the time and cost associated with traditional software deployments.
Adding ChatterPlug's rich stream of customer data to RetailMetrix reveals how sentiment influences return on investment from loyalty, incentive marketing and retention programs; this allows retailers to link these customer insights to store plans and overall business performance by leveraging PivotLink's library of best practices reports, dashboards and metrics spanning sales, orders, inventory, merchandising and finance.
"The ability to link the activities throughout the entire customer lifecycle with business results requires companies to start tracking, measuring and understanding how each activity impacts their financial (i.e. top-line revenue) results," said Omer Minkara, senior research associate, Customer Management Technology Group, Aberdeen Group.
"Companies like PivotLink and ChatterPlug play an essential role by providing the analytical framework needed for a winning CEM strategy."
"Retailers win when they put customers at the center of everything they do," said Joe Dalton, chief marketing officer, PivotLink. "The challenge is acquiring meaningful content and combining it with what you already know, from engaging customers on social media to their transactions online or in a store.
"PivotLink and ChatterPlug are helping retailers transform Customer Experience Management from an art to a science, providing powerful insights to bring customers back and improve their bottom line."
"Data is only as good as the decisions you make with it," said Chris Book, CEO of ChatterPlug. "Incorporating ChatterPlug's customer experience data into PivotLink's retail analytics allows businesses to make informed decisions that leave nothing to chance.
