Herndon, VA (PRWEB) February 28, 2013
Founded in 2008 by Paul Greenberg, best-selling author and leading expert in CRM, the CRM Watchlist is a prestigious industry award designed to showcase leading tech companies that are predicted to have a significant impact in the market with customers, and the industries they represent. Criteria for this year’s CRM Watchlist selection included financial performance; management; state of technology products/services; partnerships/alliances; mission/vision; market presence/impact; thought leadership and corporate culture.
According to Greenberg, the CRM Watchlist “plays a very specific role in the pantheon of technology companies and service providers. It’s comprised of those companies that I think that we all should be paying serious attention to, regardless of size or revenue, because one way or the other they are going to make a difference in a customer-centric world - at least from the standpoint of technology and innovation in that area.”
In reviewing the winners, Greenberg pointed out that Parature has taken “what is a traditional idea – a service desk and made it, piece by piece, contemporary.
“They’ve used the fundamental features of a service desk and reorganized them, redefined them, reshaped them – and then added significant pieces so that, while the nature of the service desk remains – taking care of customer support via case management – the ways to go about it and the way that things are consumed have been added or enhanced.”
Other key factors that contributed to Parature’s win include its growing presence in the public sector, and the Parature Feedback and Survey features to measure and improve customer satisfaction.
Read the rest of Parature’s review on ZDNet here: CRM Watchlist 2013 Winners: Customer Service Served Hot.
This recognition is announced following the company’s October 2012 launch of Parature Social Monitor, the first social monitoring product designed specifically for customer service teams. This new solution from Parature allows organizations to seamlessly integrate social media as a customer service channel, allowing customer service teams to monitor, manage, collaborate with other departments, and respond to customer service and support questions and conversations in real time. Most importantly, the data and information from these customer service and support questions, conversations and feedback can be collected and reported on, so that organizations can obtain a complete multi-channel customer service history.
“We are proud to once again be recognized on Paul Greenberg’s prestigious CRM Watchlist as one of the leading innovators in customer service software,” said Duke Chung, CMO and Co-Founder of Parature. “Parature has been leading the way in providing a cloud-based support solution across multiple platforms, and is proud to be recognized for the work we are doing to help businesses modernize their support initiatives and better engage with their customers.”
The full list of winners can be found here: CRM Watchlist 2013.
About Paul Greenberg
Paul Greenberg is the President of The 56 Group, LLC, a customer strategy consulting firm focused on cutting edge CRM strategic services, and a founding partner of BPT Partners, LLC, a training and consulting venture composed of a number of CRM luminaries that has quickly become the authority for the CRM industry. He is also the author of the best-selling book, CRM at the Speed of Light: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers, as well as CRM at the Speed of Light: Essential Customer Strategies for the 21st Century.
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support approximately 55 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries.
Parature is among the 2012 Deloitte Technology Fast 500 and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including IBM, Ask.com, the EPA, Tagged, the National Network of Digital Schools and Threadless. Parature is headquartered in Herndon, Virginia. For more information, visit http://www.parature.com, follow @parature on Twitter, or like us on Facebook at facebook.com/parature.