The comprehensive, enterprise-wide “culture of the customer” initiative that OpenText has in place brings customer-centricity to the center of the company on a global basis.
(PRWEB) June 27, 2011
OpenText™ (NASDAQ: OTEX, TSX: OTC), today announced that it was named a finalist in the third annual Forrester Research Voice Of The Customer Awards. The announcement was made at the Forrester Customer Experience Forum in New York. The Forrester Research Voice Of The Customer Award recognizes initiatives that help companies dramatically improve how they collect, interpret, and react to customer feedback.
OpenText is one of 10 finalists chosen from over 40 award entries. Winners and finalists for this award are selected based on five criteria: clarity of approach, business value to the organization, positive impact on customer experience, innovation, and potential for other companies to repeat the practice.
“This year’s nominees set a new bar for the scope, scale, and quality of voice of the customer programs,” said Forrester Research Analyst, Andrew McInnes. “Compared to previous participants, they incorporate more customer data, influence more internal stakeholders, and deliver more value to their customers and their bottom lines. The best Voice Of The Customer programs this year drew a direct line from their Voice Of The Customer activities to their business results, earning themselves a permanent seat at the executive table.”
“The comprehensive, enterprise-wide “culture of the customer” initiative that OpenText has in place brings customer-centricity to the center of the company on a global basis. Our focus has been based on proactive and extensive brand, value, and experience research; the findings of which all pointed to the importance of fostering improved relationships with our customers as a key strategy for growth and competitive advantage across the organization,” said James Latham, OpenText’s Chief Marketing Officer.
OpenText’s customer experience initiatives are leveraging customer insight and metrics into the strategic and tactical decision-making processes throughout the organization. The results of these innovating processes have been significant across the entire organization—impacting growth, customer relationships, and corporate culture.
As a result of OpenText’s Voice of the Customer initiatives, the company has realized measured improvements in customer satisfaction and loyalty, and has experienced significantly more employee engagement and commitment to customer experience excellence. OpenText customers will increasingly feel the benefits of these initiatives as longer term strategic implementations begin to impact the customer experience in day-to-day interactions.
“Listening to customers and basing future business decisions on their feedback is essential to the growth of any company. We are committed to customer centricity and are thrilled that Forrester Research has recognized our achievements,” adds Latham.
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OpenText, a global ECM leader, helps organizations manage and gain the true value of their business content. OpenText brings two decades of expertise supporting 100 million users in 114 countries. Working with our customers and partners, we bring together leading Content Experts™ to help organizations capture and preserve corporate memory, increase brand equity, automate processes, mitigate risk, manage compliance and improve competitiveness. For more information, visit http://www.opentext.com.
Certain statements in this press release may contain words considered forward-looking statements or information under applicable securities laws. These statements are based on OpenText’s current expectations, estimates, forecasts and projections about the operating environment, economies and markets in which the company operates. These statements are subject to important assumptions, risks and uncertainties that are difficult to predict, and the actual outcome may be materially different. OpenText’s assumptions, although considered reasonable by the company at the date of this press release, may prove to be inaccurate and consequently its actual results could differ materially from the expectations set out herein. For additional information with respect to risks and other factors which could occur, see OpenText’s Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and other securities filings with the SEC and other securities regulators. Unless otherwise required by applicable securities laws, OpenText disclaims any intention or obligations to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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