It is vitally important for buyers and vendors to look beyond product features to focus on total customer satisfaction
Hazlet, N.J. (PRWEB) December 18, 2009
iCIMS, the third largest provider of Software-as-a-Service (SaaS) talent acquisition solutions, has recently garnered much recognition in Bersin & Associates latest study, Talent Management Systems Customer Satisfaction 2010: A Comprehensive Study of Customer Experience with Talent Management Systems. iCIMS was named the leader in total service satisfaction for mid-market organizations.
The Bersin & Associates study is the first comprehensive analysis of an ongoing research program on systems satisfaction, and focuses on identifying specific product, vendor and implementation factors that drive success. The research focuses on identifying specific product, vendor and implementation factors that drive success and included a comprehensive survey distributed to thousands of companies – as well as interviews with more than 50 buyers and owners of talent management systems.
Against this competitive vendor landscape, Bersin applauded iCIMS for being the leader in total service satisfaction for small to mid-sized organizations. "It is vitally important for buyers and vendors to look beyond product features to focus on total customer satisfaction," Josh Bersin said. "Ideally, vendors should partner with buyers and provide in-depth advice and services to help the implementation succeed. In fact, this research found that the best features do not necessarily make the best solutions. Buyers should spend time evaluating service, support and implementation services with the same rigor they apply to evaluating the product itself. Vendors should design their organizations so that they can deliver a complete solution and continuously evolve their products and services as customer needs mature."
This significant recognition from Bersin & Associates, as well as the actual end-users who provided the ratings and feedback, is the latest example of the mounting industry acknowledgment surrounding iCIMS' commitment to an unparalleled customer experience. This year alone, iCIMS has won awards such as the UK Software Satisfaction Awards, NY Enterprise Report and the Stevie Awards for Customer Service Department of the Year. Since 2003, iCIMS has boasted a 97% client retention rate due in large part to dedicated, multi-tiered support for all users. Available 24 hours a day, five days a week, iCIMS' service teams offer proactive and reactive support to all users of iCIMS' technology platform. Additionally, iCIMS clients can take advantage of such offerings as user forums, weekly virtual training, and an interactive Knowledge Center. The Talent Management Systems Customer Satisfaction study from Bersin & Associates highlights this strength in customer support as a key differentiator of iCIMS amongst other vendors.
CEO and founder of iCIMS, Colin Day, voiced enthusiasm for the research results. "Bersin's report serves as further proof that the iCIMS customer experience is second to none. It is this commitment to providing superior customer support, coupled with the Talent Platform's cost-effective configurations vs. customization and scalability, that has enabled iCIMS to become the leading provider of talent acquisition solutions for the mid-market. We look forward to continued client satisfaction with our software and support offerings."
iCIMS, the third-largest provider of Software-as-a-Service (SaaS) talent acquisition solutions, is an Inc. 500 honoree focused on solving corporate business issues through the implementation of easy-to-use web-based software solutions. iCIMS' Talent Platform, the industry's premier Talent Platform, enables organizations to manage their entire talent lifecycle from applicant tracking through onboarding and beyond through a single web-based application. With more than 750 clients worldwide, iCIMS is one of the largest and fastest-growing talent management system providers in the space. To learn more about how iCIMS can help your organization, visit http://www.icims.com or view a free online demo of the iCIMS Talent Platform at http://www.icims.com/exhib/9956/9986.
About Bersin & Associates
Bersin & Associates is the only research and advisory firm focused solely on research in enterprise learning, talent management, and talent acquisition. The company's WhatWorks(R) membership program offers actionable guidance, improves operational effectiveness, and delivers business impact to companies in all industry segments.
Bersin & Associates research members gain access to a comprehensive library of best practices, case studies, benchmarks, and in-depth market analyses designed to assist professionals in making fast and confident decisions. Members also have direct access to analysts and a wide range of tested tools and models to address both strategic and day-to-day challenges.
More than 5,000 organizations worldwide have used Bersin & Associates' research and advisory services to guide talent and corporate learning strategies. Research areas include planning and strategy, learning programs and delivery, talent management, leadership development and succession planning, talent acquisition, technology and infrastructure, informal learning, social networking, measurement and analytics.
For more information, go to http://www.bersin.com or call 561 455 0622, extension 223.
This press release was distributed through PR Web by Human Resources Marketer (HR Marketer: http://www.HRmarketer.com) on behalf of the company