Customers who receive great experiences are more likely to become loyal customers. But as businesses face increasing threats—disruptions to the global supply chain, the COVID pandemic stretching into its third year, and the holiday season around the corner—understanding and responding to your customer’s needs has never been more crucial.
3 in 5 (61%) CX professionals say that real-time customer insights are very important to their organization, but only 1 in 3 (32%) strongly agree that their current CX solution is able to meet their needs, according to a recent Momentive study1.
Equally important is finding the right vendor who can help you to deliver the best customer experiences (CX). Fortunately, the folks at Gartner recognize the importance of the Voice of the Customer (VoC) and have released the 2021 VoC Magic Quadrant to identify the top 14 vendors in this market.
I’m proud to share that—for the second year in a row—Momentive is included in this high profile evaluation. In fact, we’re delighted to be named a Niche Player.
Now what exactly is a Niche Player?
According to Gartner, “Niche Players focus successfully on a small segment” and they “may support your needs better than a market leader.” Here’s the key point: “It all depends on how the provider aligns with your business goals.”
Niche doesn’t mean small fry or fly-by-night. Niche means that we are well-positioned to challenge the status quo: the technologies and solutions that require a greater investment of your time and resources. It’s why more than 10,500 Momentive enterprise customers rely on our agile solutions to quickly listen, understand, and act on critical customer feedback.
The Gartner report cites three “Strengths” of the Momentive customer experience management solution, GetFeedback: self-service, viability and potential, and a focus on Salesforce.
Let’s dig into these a little more. I’ll also give examples of customers who are using these strengths to simplify the way they design, deliver, and measure their CX programs.
Strength 1: “Self-Service”
GetFeedback CX, the core VoC platform by Momentive, was intentionally designed with convenient self-service and ease-of-use in mind. Our customers like the fact that they can quickly stand up surveys or campaigns on their own—though professional services are available for those who want additional guidance or resources.
As an example, a Fortune 500 consumer goods company turned to Momentive in the midst of digital transformation. Their business had moved online 100%, seemingly overnight, during the pandemic. They had to learn how to be a digital-first company—and customer feedback and insights were essential. After struggling to implement Qualtrics for a year with little progress and no results, this company replaced Qualtrics with Momentive as their new customer experience solution. Within weeks, they were collecting data across multiple channels, distributing insights enterprise-wide, and taking action.
Strength 2: “Viability and potential”
Gartner notes that Momentive has rapid revenue growth, an installed base of nearly 350,000 customers to sell into, and the third largest R&D organization of vendors in this Magic Quadrant, “giving it the highest potential for improvement in the near term.”
To highlight our growth, back in 2017, a Fortune 50 diversified technology company had a group of individual users buying our products through our product-led growth motion. As we added deeper CX capabilities and market insights solutions, this company quickly adopted all three of our major Momentive product lines to better understand their internal, external, and potential customers across a range of functions and use cases. Today, they’ve expanded to become a $1.5M+ customer, steadily increasing their usage each year as new use cases and departments are added.
Founded more than 20 years ago, Momentive continues to invest in innovation and is here for the long term.
Strength 3: “Salesforce focus”
Momentive is the only third-party vendor in the Gartner report with a native Salesforce integration: GetFeedback is a CX platform built for the Salesforce ecosystem. So what is the value of that Salesforce integration and why is that important? Two reasons.
First, by combining customer feedback with operational customer data in Salesforce, you have the right context which is critical in making the right decisions or smarter actions. Second, if your organization uses Salesforce, it becomes much easier to automate how customer feedback is captured and used throughout the Salesforce ecosystem.
It’s not a coincidence that GetFeedback was originally launched in 2013 by two former Salesforce executives. What’s important to know is that we have bi-directional integrations directly into Salesforce, which make it easy for businesses to ask for customer feedback, automate data collection, centralize analysis, and streamline action through their Salesforce deployments.
Moving forward with Momentive
We are thrilled to be included in the Gartner VoC Magic Quadrant for the second year in a row and to be recognized for our self-service capabilities and overall ease of use. What that means for your business is that with Momentive, you can quickly listen to your customers, understand these insights, and empower teams to take swift action.
Speaking of teams, check out the Golden State Warriors customer story to find out how the NBA champions listen to fans and give them what they want both on and off the court.
As we approach 2022, the importance of giving your customers a great experience will only increase. Go to Getfeedback.com to learn more about how to excel at customer experience in a world of change.
-Shelbi Scott is director of the customer experience program at Momentive.
This Momentive study was conducted in September 2021. We surveyed 263 CX professionals living in the U.S. The sample was balanced by age and race, among other demographic variables, according to the U.S. Census.