Press Release: CustomerSat, Inc.
November 9, 2001
MOUNTAIN VIEW, CA -- CustomerSat, Inc., the leader in measuring and managing the customer experience online, yesterday
announced substantial revenue growth for its third quarter ending September 30, 2001. CustomerSat exits the third
quarter with 60% revenue growth over the same period last year, and record year-to-date revenues of one hundred
percent growth.
In today's challenging economy, CustomerSat's clients increasingly depend on CustomerSat solutions to build customer
loyalty and drive revenue growth. In the third quarter, CustomerSat continued to set the pace for advancing automated
enterprise feedback systems, adding major new clients, expanding business with existing clients, and shipping new
products, such as SalesConnect(TM). New Client Engagements
During Q3 2001, CustomerSat added new enterprise clients, each a leader in its industry, including RCI, the world's
leading global provider of products and services to the timeshare industry; Toysrus.com, a top online and offline
retail chain, and the Cobalt Group, leading provider of e-business products and services for the automotive industry.
Average contract value in Q3 2001 grew by 39% over Q2 2001.
Expanding Relationships with Existing Clients
Equally important to Q3 results were the expansion of existing client relationships such as BellSouth, Hewitt Associates,
Kodak, McKesson Information Solutions, and VeriSign.
"We originally implemented CustomerSat's CRMConnect solution to manage technical support customer feedback
for two products at three different call centers," explains Sean Sprague, Manager/Business Analyst, Customer
Satisfaction Reporting & Initiatives, BellSouth, Inc. "Because CRMConnect has had a direct, positive impact
on customer retention, which drives BellSouth ROI, we have expanded the program to cover additional products and
services. CustomerSat delivers the data we need to deliver on our commitment to excellent service and support to
all BellSouth Internet customers."
New & Existing Products
CustomerSat saw the largest growth in revenues from CRMConnect(TM), a solution to integrate customer feedback programs
with existing CRM systems; HRConnect(TM), which delivers employee satisfaction feedback to improve employee retention;
and WEBConnect(TM), which builds satisfaction with eCommerce transactions. Other CustomerSat sales successes went
to the recently announced SalesConnect(TM), targeted to marketing and sales departments, to speed lead qualification
and sales win/loss analysis.
"CustomerSat's very positive revenue growth reflects strong acceptance of all of our real-time feedback solutions,
coupled with widespread recognition of the importance of retaining customers in the current economic environment,"
said John Chisholm, CEO, CustomerSat, Inc.
About CustomerSat
CustomerSat is the leading provider of enterprise solutions for measuring and managing the customer experience.
With advanced technologies and proven market research techniques, CustomerSat solutions have helped companies such
as BellSouth, Fidelity, Hilton, Lucent, McKesson, and VeriSign to evaluate and monitor customer satisfaction at
every interaction point. By delivering customer feedback in real-time, these companies can take timely action to
resolve issues and assure high customer retention and profitability. CustomerSat is headquartered in Mountain View,
California. Recent news releases, product demos, and other company information can be found at www.CustomerSat.com
or by calling 1-800-372-7772.
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Contact: Lynn Anderson CustomerSat, Inc. 650-237-3313 lynna@CustomerSat.com