Anyone working in marketing will know that while your customers won’t love you for offering poor service, your competitors definitely will. Perhaps with that in mind, SaaS web content management solutions provider CrownPeak (news, site) has really been pushing the customer service side of their business over the past year with at least one notable success.
The success this time comes as a finalist – for the second year running – in the Best Customer Service Department category of the American Business Awards 2009 (the ‘Stevies”). The awards ceremony next month will be the culmination of a judging process that began in March and only finished recently.
Developing New Products
Finalists were chosen by business people from all over the US during the course of the eight-week assessment of all nominees.
That CrownPeak was first of all nominated and then reached the finalist stage is perhaps not surprising given its work rate over the past 12 months, with the launch of a number of new products.
Only this month it announced that it was adding social publishing features to their web management packages -- features which enable companies to market both product and brand across the social web.
CrownPeak social media tool interface
The new social media interface, which was added to its SaaS Content Marketing Suite, enables a single article, document or message to be created, approved, archived and automatically posted across any social networks that the company participates in.
Recent Enhancements to CrownPeak
Last month, with its sights set firmly on the marketing industry, CrownPeak updated its CMS to include multiple new features designed to make CRM and web content management easier.
The new, and spruced-up version of CrownPeak CMS includes a new Ephox-based WYSIWYG authoring environment, an upgraded version of CrownPeak's Desktop Connection, enhanced web analytics and the recently launched Landing Page Manager.
The enhanced analytics were introduced last to provide simple and basic analytics -- and to attract the marketing crowd.
CrownPeak CMS Web Analytics dashboard
One of the new capabilities within this feature is a “Campaigns” tool where online marketers can designate any page, or a referring URL, to be tracked separately for traffic, conversions and general traffic trends -- a really cool tool if you are trying to track how your online product is doing out on the wild, wild web.
Positive Financial Growth
Evidence that such upgrades are striking a cord with their clients is now more than anecdotal with figures to reflect their impact.
Last October the company, announced significant growth in the third quarter revenues fueled not only by positive expansion of the overall Software-as-a-Service (SaaS) industry, but also by the fact that they were able to get on-board new high-profile clients who are now using their CMS.
Jim Howard, CEO of CrownPeak believes that the success of the business can be attributed as much to “commitment to customer service excellence” as it can to new products and upgrades.
And The Winner Is
Nicknamed the Stevies for the Greek word “crowned,” winners will be announced during the annual gala on Monday, June 12 at the Marriott Marquis Hotel in New York City.
With more than 800 executives from across the US expected to attend, even if CrownPeak does not win the category, the exposure in front of such an audience can only be a major boost over the course of the year.