Overall Financial Benefits

• Drive revenue through increased effectiveness of customer aquisition initiatives and existing customer up-sell / cross-sell opportunities.
• Reduce operational costs with a more cost-effective communication channel with all stakeholder groups.
• Reduce the cost of quality - management can understand and integrate stakeholder expectations for consistent quality.
• Decrease product development costs. Product managers can understand customer requirements in real-time allowing them to decrease the product development cycle hence decreasing development costs.
• Reduce stakeholder (customer, vendors, employees) churn with better understanding and response to their issues and expectations.

Executive and Managerial

• Business clarity; easily view overall satisfaction levels across the organization.
• Connect executives and managers to front-line employees and customers.
• Make efficient use of resources. Plan resources directly based on customer experiences and feedback.
• Real-time overall performance indicators.
• Track and monitor organizational improvements.
• Predictive indicator.
• Easily identify problem areas within the organization.
• Compensate business managers accordingly.
• Rapid identification of innovation opportunities.
• More informed leadership.
• Improve decision-making.

Sales

• Increase two-way communication with prospects before and after the sale.
• Sales process is driven by meaningful input by prospects.
• Make efficient use of resources. Prospects are effectively nutured until they reach 'ready to buy' stage.
• Create a voice for the prospect.
• Ease of interactions with prospects.
• Easily identify and resolve problems during post-sale activities.
• Easily perform 'win / loss analysis'.

Marketing

• Fulfill brand promises.
• Identify and leverage customer advocates.
• Target marketing strategies at relevant customer segments.
• Capture marketing research information in real-time.
• Easily identify product/service marketing requirements for development.
• Competitive differentiation and competitive advantage.
• Segment focus groups easily.

Customer Service

• Provide customer service with a consistent framework for receiving and responding customer requests and feedback.v
• Improve initial and overall response time to customers - provide immediate response.
• Improve response quality - close the loop on interactions with customer service to ensure satisfaction.
• Create a voice for the customer.
• Ease of interaction with customer.
• Keep customers informed of the progress of the resolution of their issue as it moves through the organization.
• Follow up ensures resolution meets and exceeds the expectations of the customer.
• Increase customer loyalty.

Operations & Development

• Improve processes - managers are accountable for their areas of businesses and have actionable information directly related to improvements.
• Monitor business performances in real-time and make timely adjustments.
• Process improvements are driven by meaningful input by customers, vendors and employees.
• Structure and track improvements across the organization.
• Create innovative products and services as a result of direct input from customers, vendors and employees.
• Easily perform 'root cause analysis'.
• Quality assurance.

Human Resources

• Easily track issues and resolution to monitor employee performance.
• Provide employees with a voice that matters.
• Provide two-way, ongoing communication between employees and management.
• Reduce employee churn.
• Increase employee satisfaction resulting in a more motivated and satisfied employee base.
• Enhance workforce productivity.
• Reduce turnover, recruiting, and training costs.
• Anticipate and respond to workforce issues before they escalate.
• Enable more effective and cost-effective rewards and recognition.

Partners

• Increase two-way communication. Effective means to communicate on a timely basis.
• Measure performances based on regions, areas of business, etc.
• Benchmarking capabilities.
• Recognize and address partner issues in real-time.

Supply Chain

• Manage and monitor vendor performance in real-time.
• Understand complete user experience and issues with vendor's supplies or services.
• Ensure optimal use of supplier products/services.
• Identify root causes of vendor non-performance.
• Leverage performance metrics for contract negotiation purposes.
• Benchmark performance across all vendors or compare performances based on regions, divisions, etc.