2Q2013 Customer Service Stars

This week, continuing our tenth year of quarterly updates on the suppliers and products in customer service, we published our 2Q2013 Customer Service Update Report. These reports examine customer service suppliers and their products along the dimensions of customer growth, financial performance, product activity, and company activity. We currently cover eleven leading customer service suppliers. They lead in overall market influence and share, in market segment influence and share, and/or in product technology and innovation.

For 2Q2013, overall customer service performance was mixed but three of our suppliers—Clarabridge, IntelliResponse, and Salesforce.com—earned Customer Service Stars for the quarter. Very briefly, Clarabridge is a privately owned firm based in Reston, VA that was founded in 2005. Clarabridge offers a suite of VoC applications. IntelliResponse is a privately owned firm based in Toronto, ON that was founded in 2000. IntelliResponse offers a suite of virtual agent products. Salesforce.com is public (NYSE:CRM) firm based in San Francisco, CA that was founded in 1999. The company has a broad product that includes Salesforce Service Cloud, which provides case management, knowledge management, contact center, and web self-service applications.

So, what’s a Customer Service Star? Well, since 2009, we’ve been awarding Customer Service Stars for excellent quarterly performance balanced across those dimensions of customer growth, financial performance, products, and company activity. (Since 2010, we’ve also been awarding Customer Service Stars for the year—same criteria across four quarters.) It’s not easy to earn a Customer Service Star and we take awarding them pretty seriously. Here are the award criteria:

  • Customer growth: We examine significant quarter-over quarter acquisition of new customers and additional business from existing customers.
  • Financial performance. We examine quarterly revenue improvement as reported for public companies or as we estimate for private companies based on customer growth, customer base, and pricing.
  • Products. We examine new products, new versions in a quarter.
  • Company activity. We examine new M&A, partnerships, branding, patents, organization, and facilities in a quarter.

Typically, we award one Customer Service Star for a quarter. Frequently, we award none. Three in a quarter is a big deal, especially when many of our suppliers did not have good quarter. Here’s how Clarabridge, IntelliResponse, and Salesforce.com earned their Customer Service Stars for 2Q2013:

Customer growth and financial performance

  • On a base of approximately 250 customer accounts, Clarabridge acquired 10 to 15 new customers and did additional business with 55 to 65 existing customers, driving excellent financial performance
  • On a base of approximately 160 customer accounts, IntelliResponse acquired eight new customers and did additional business with six existing customers, driving very good financial performance.
  • On a base of approximately 165,000 customer accounts, growth in subscription and support revenue indicated that Salesforce.com acquired approximately 21,000 new customer accounts. We estimate that something around 20 percent of them licensed customer service products. Total revenue increased by more than seven percent to $957 million.

Products

  • Clarabridge made one product announcement in 2Q2013: Clarabridge 6.0, a major new version of its VoC application suite.
  • IntelliResponse made two product announcements in 2Q2013: OFFERS, a marketing application that delivers targeted offers within a virtual agent’s answers and VOICES, a Voice of the Customer analytic application. Both apps integrate with IntelliResponse Virtual Agent, “IR’s” virtual agent offering.
  • Salesforce.com made four product announcements: Salesforce Mobile Platform Services, mobile application development tools and programs for building and deploying Android, iOS, HTML5, and hybrid applications, Social.com, a new social advertising application, Salesforce Communities, a community application, and a suite of G2C (Government to Citizen) solutions for federal, state, and local agencies all built on Salesforce.com general-purpose apps.

Company activity

  • Clarabridge made three company announcements: a new corporate logo, web site, and brand for its products, a new general Counsel, and a partnership with Brandwatch for collection and analysis of social data.
  • IntelliResponse was awarded a U.S. patent for its answer matching technology.
  • Salesforce.com made three company announcements: an agreement with NTT to build a cloud-computing data center in the UK, the acquisition of ExactTarget, a marketing automation/campaign management supplier, and the appointment of a new President and Vice Chairman.

Props to all three for an excellent quarter!

We know all three of the companies and their current customer service product offerings very well. During 2013, we published a product evaluation of Clarabridge Analyze, Clarabridge Collaborate, and Clarabridge Engage against our Framework for Customer Social-Service on March 28, 2013. We published a product evaluation of IntelliResponse Virtual Agent (VA) against our Framework for Customer Virtual Assisted-Service on May 9, 2013. We published product evaluations of Salesforce Service Cloud against our Framework for Customer Cross-Channel Customer Service on January 24, 2013 and our evaluation of Salesforce Marketing Cloud Radian6 against our Framework for Customer Social-Service on August 1, 2013.

The three suppliers also made it easy for us to do our research for these product evaluations. All three gave us trial versions of their products as well as access to product documentation. For Clarabridge and IntelliResponse, we also read their appropriate patents and patent applications.

We usually publish our Quarterly Customer Service Update reports early in the third and last month of calendar quarters. IntelliResponse and Salesforce.com run on fiscal years that end on January 31. Their fiscal quarters end a month later than calendar quarters.

In a few weeks, we’ll begin research on our 3Q2013 Customer Service Update Report. Third quarters are summer quarters, quarters when the software business (and many other business) typically, shall we say, relaxes. But, we hope that a Customer Service Star or two will shine.

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