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Voice of the Customer

Confirmit  has added another string to its bow with the acquisition of CustomerSat, the Enterprise Feedback Management software and services provider, previously owned by MarketTools.

Confirmit is a leader in the Voice of the Customer (VoC) market, and this acquisition of CustomerSat, a recognised EFM and loyalty leader, is designed to add greater breadth and depth to Confirmit’s existing portfolio. 

The combination of the Confirmit Horizons platform and Confirmit Voices model with the CustomerSat solutions delivers a best-of-breed comprehensive suite of services to companies who recognise the need to operationalise the Voice of the Customer to improve business results.

The expanded company provides unrivalled VoC knowledge and experience, and reinforces Confirmit’s commitment to delivering vital services and solutions to customers.

Lynn Christensen, Chief Development Officer, CustomerSat explains: “This acquisition is a great step forward for both businesses. It consolidates our already strong positions in the market and enables us to grow and innovate at a pace that wouldn’t have been possible for the companies individually.

Customers of both CustomerSat and Confirmit will derive real benefits from this move, and I’m delighted that our two excellent teams will be able to work together to deliver the best solutions available.”

Following Confirmit’s successful acquisitions of Techneos in 2011 and Pulse Train in 2007, the acquisition of CustomerSat expands Confirmit’s footprint, particularly in the US where VoC programmes are becoming a critical part of business strategy.

“Voice of the Customer is becoming the primary capability for companies looking to truly understand and deliver a customer-centric product or service. Confirmit and CustomerSat have similar corporate cultures and a shared passion for building industry leading business solutions, and make perfect sense as partners to grow this space,” said Henning Hansen, Confirmit president and chief executive officer.

“We’re committed to growing our business through smart, thoughtful and impactful transactions that answer specific market needs. This acquisition puts Confirmit in an extremely strong position to solve customer VoC and Market Research challenges for organisations across a wide range of industries.”

Bruce Temkin, Managing Partner, Temkin Group, adds: “Voice of the customer programmes are a critical component of many customer experience efforts. As companies push for leading-edge capabilities, they will continue to invest in vendors that help them gather customer feedback and disseminate insights across their organisations”.

As a result of the acquisition, Confirmit now employs more than 350 people across 11 offices, and has more than 700 customers. For more information on how this acquisition enables Confirmit to more effectively deliver a comprehensive and complementary product suite and high-quality services, please visit www.confirmit.com.

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