Quadient has been recognized as an overall leader in the 2021 Aspire Leaderboard for CCM for the fourth year running. Aspire’s Leaderboard is the most in-depth vendor comparison in the market, full of data and insights. In addition to overall leadership, Quadient CXM solutions earned 12 market-leading scores in critical categories.
CCM is critical to your customer experience strategy. In our “Connecting the Dots” series we’re exploring how scoring criteria, key scores and their connection to data elements, and weightings can be engineered for optimal business impact.
Today we’re exploring how Customer Enablement and Customer Experience combine to generate lasting returns for your customer experience communications portfolio.
Customer Enablement scores mean success in varying degrees
Why should you care about Customer Enablement scores? We touched on this in the second installment of connecting the dots, but this score matters because it measures how well a CCM vendor enables clients for successful implementation. Quadient is ecstatic to earn the highest score of 90 in this critical category. The Quad, Quadient University, Quadient Exchange and Quadient Hub are our enablement tools connecting people to training, articles reference applications and tips from experts around the globe. We provide benchmark performances for a variety of scalable infrastructures for private cloud, on-prem and SaaS deployments to help clients accurately model multiple architectures before making a long-term commitment to CCM infrastructure.
Aspire Customer Enablement
But the leaderboard had a significant change in 2021; it omitted customer review submissions. In the past, the report required vendors to refer customers to Aspire to show how they do interesting work, combine technologies or creating new connections between employees and customers while implementing their CCM strategy. Its absence is a significant lost opportunity to showcase innovative use cases from the actual adopters, and practitioners, of the leaderboard’s vendor solutions.
What other criteria for success should you consider? (hint: customer experience metrics matter)
In addition to user cases, the 2021 Leaderboard offers no score for customer experience, customer retention or propensity to recommend. While the quote about Quadient from Aspire clearly states that Quadient has the highest NPS score in the marketplace, this achievement does not figure into the weightings in any way.
Don’t mistake us – we are big fans of this report and the value it offers to CXM solution buyers. However, these criteria are critical for success in today’s market. Why? There are myriad solutions that can handle your easier customer communications applications. In fact, many can pass your RFP process with flying colors. But, after your commitment, you may realize some limitations in capabilities, performance or cost. Choosing a CCM vendor is the start of a 5-to-15-year relationship and holistic customer experience is directly correlated with successful implementations.
Here are five customer enablement questions to include in your RFP as you evaluate vendors.
Connecting the dots of the CCM Leaderboard
So, the key takeaway from connecting Quadient’s leading dots on customer enablement and the missing customer experience scoring is: we can help you transform customer communications and customer experience with industry-leading capabilities–getting you to value ahead of your competition. Our enablement tools position you to outperform your competition. Our customer success numbers have been the highest in the market for three straight years because we are invested in your long-term success. Our customers agree; we have the highest third-party validations and the highest NPS scores to back up our commitment to driving value to our customers.
Thank you for engaging with me on this topic. Our solutions are configurable to your unique CCM and CXM needs, and we focus on the interactions between a variety of forces within business that impact the communications that drive your customer experiences. We look at the market through the lens of our customers, because connections matter.