June 8, 2009 00:00 AM

Clarabridge, the leading provider of text analytics software used by many Fortune 1000 companies to improve customer experience management (CEM), today announced it is helping Sage North America deliver a superior customer experience to its clients by automating and analyzing text-based customer feedback from surveys conducted across its business management software product lines.

“We are dedicated to providing an unprecedented customer experience to our clients across all our products, and that requires staying attuned to their changing needs and desires. Clarabridge has given us the tools for doing just that,” said Hal Bloom, vice president of market research with Sage North America. “We’ve revised our surveys to allow for more open-ended responses which allow users to tell us exactly what they think in their own words, and we are collecting more useful customer feedback than ever before. We’ve found that the real “meat” from the surveys are in these verbatims, so Clarabridge is viewed as a critical element in our strategy for managing the customer experience.”

Since the Clarabridge solution was deployed in the fourth quarter of 2007, Sage North America has incorporated 21 product lines into its survey program and connects with tens of thousands of customers per year, with hundreds of thousands of verbatim questions included, across its product lines. Clarabridge’s Software-as-a-Service based Content Mining Solution automatically administers the surveys, captures and categorizes the qualitative input which is then automatically analyzed and converted into reports that are delivered to Sage’s business managers across the enterprise, providing a fully automated, end-to-end CEM solution. Intelligent business decisions based on the findings can then be made more efficiently and effectively by Sage on behalf of its customers. Clarabridge’s solution complements the commonly used Net Promoter Score (NPS), a score obtained by asking customers about their likelihood to recommend a product or service, because it uncovers “why” a customer has given that particular answer, which leads to much greater customer insight.

Part of UK-based The Sage Group plc, a leading global supplier of business management software and services, Sage North America provides business management software and services to about 2.9 million small and medium-sized businesses in North America. It provides customizable software for accounting, customer relationship management, human resources, merchant services, time tracking, and the specialized needs of the construction, distribution, healthcare, manufacturing, nonprofit, and real estate industries, among others.

“Sage’s products and services reach a wide variety of clients and industries, and their customer’s particular needs are going to vary accordingly,” said Sid Banerjee, chief executive officer of Clarabridge. “Accurately and efficiently analyzing customer survey feedback gives them the ability to better understand how their customer’s emotions and needs change over time, as they relate to things like product quality and service. This Voice of the Customer intelligence gives them the ability to provide the best customer experience, ultimately leading to even happier customers.”

About Clarabridge

Clarabridge is the leading provider of text mining software for customer experience management. The Clarabridge Content Mining Platform™ provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels such as call center notes, qualitative survey feedback, Web 2.0 content, online forums, reviews and customer warranty forms. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge is privately held with headquarters in Reston, Virginia. For more information, visit