September 11, 2015:
There are moments when you realize that you discovered something important. That happened to me recently after I spoke with business intelligence vendors that have customer success programs – yet their customers remain unhappy. Of course you could make a case that the customers didn’t train their users well enough on the BI tools or that the implementation wasn’t smooth or they had bad data.
I brought up this issue in one my recent Friday #BIWisdom tweet chats, where participants include vendors, customers, analysts and consultants. Their immediate reaction was similar to the aftermath of a storm. Quiet. The usually boisterous group with quickly tweeted opinions was quiet and didn’t tweet for a few minutes. I could almost hear their minds churning through their thoughts. Their initial tweets finally came, and it was easy to see that neither customers nor vendors had much experience with customer success programs.
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The Dresner Advisory Services Industry Excellence Awards recognize vendors who achieved high rankings in one or both of two new market models unveiled in this year’s flagship BI and Planning reports. The Customer Experience model considers the real-world experience of customers working with these technology solutions on a daily basis, plotting vendor touch points — sales and service — and customer sentiment surrounding product and technology. The Vendor Credibility Model considers a vendor’s relationship with their customer, plotting value for price paid against a “confidence” score comprised of integrity and recommend measures.
Awards were presented to 15 vendors across four categories: Overall Leaders, Value Leaders, Technology Leaders, and Service Leaders.
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