VMware and SAP Analytics Lead in Customer Experience, According to New Temkin Group Research


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Survey of 800 IT Decision Makers Ranks Customer Experience of 54 Large Tech Vendors

WABAN, Mass., July 24, 2013 /PRNewswire/ — Temkin Group recently published its 2013 Temkin Experience Ratings for Tech Vendors, which rates the customer experience of 54 large technology vendors based on feedback from 800 IT professionals within large North American organizations. VMware and SAP analytics topped the list followed by three Microsoft units (servers, business applications, and desktop software). The bottom companies in the ratings are Trend Micro, Tata Consulting Services, and Hitachi.

In the research report, 2013 Temkin Experience Ratings for Tech Vendors, Temkin Group also examines the relationship between customer experience and customer loyalty. The analysis shows a high correlation between technology vendors’ customer experience ratings and their purchasing momentum (customers who plan to buy more from them in 2013) and innovation equity (customers who are willing to try their new products and services).
“Our research shows that customer experience from tech vendors is strongly related to the loyalty of their enterprise customers,” states Bruce Temkin, Managing Partner of Temkin Group.

The Temkin Experience Ratings for Tech Vendors evaluates three areas of customer experience: functional (can customers achieve what they want to do), accessible (how easy is it for customers to do what they want to do), and emotional (how do customers feel about their interaction). VMware and SAP analytics were on top of all three components of the ratings.

Other highlights from the research:
• Only one tech vendor, VMware, earned an “excellent” rating while 17 earned “very poor” ratings.
• The average Temkin Experience Ratings for Tech Vendors has dropped from 58 percent in 2012 year to 52 percent this year, with the largest decline in the functional component.
• Oracle’s outsourcing services has the highest purchase momentum, followed by VMware, NetApp, and SAP analytics. At the bottom of the list for purchase momentum are Pitney Bowes, Trend Micro, and Deloitte consulting.
• VMware has the highest innovation equity, followed by SAP analytics, IBM SPSS, and Apple. At the bottom of the list, six tech vendors have innovation equity scores below 30 percent: Accenture consulting, Intuit, Deloitte consulting, Alcatel-Lucent, Pitney Bowes, and Infosys IT services.

Temkin Group’s study was based on a survey of 802 IT decision makers within North American companies that have at least $500 million in annual revenues in April 2013.
This research report can be accessed from the blog, Customer Experience Matters, at ExperienceMatters.wordpress.com or at the Temkin Group’s website, www.TemkinGroup.com.

For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world’s largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm’s ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.

About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters® (ExperienceMatters.wordpress.com). Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.

Customer experience matters is a registered trademark of Temkin Group.
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