Tealeaf's New Year Resolutions for 2012

By Janet Jaiswal, Senior Director of Product Marketing —

Earlier this week we gave some suggested New Year's resolutions for retailers on how to improve their mobile channels. It got us thinking that perhaps we ought to have some resolutions of our own.

As we reflect on what we've achieved and what we've learned from our customers, analysts and industry colleagues in 2011, we are energized as we look forward to the year ahead of us. We expect that even more companies will realize the importance of providing a well-integrated customer experience across channels—mobile, website, through a contact center or other channels such as Voice of Customer.

Without any further ado, here's our list of resolutions for 2012:

1. We resolve to provide even more thought leadership for the CEM industry — Last year, we kicked off our thought leadership efforts with regular blogs on a variety of topics. Look for posts on topics such as Mobile, Best Practices, HTML5, Usability and industry-specific issues in the area of customer experience management.


2. We resolve to help our customers implement even more best practices — One of the ways companies can realize faster benefits from Tealeaf is to start with reports and templates that are specific to their industries and processes. These reports are based on working with hundreds of leading companies across many industries. In 2012, will expand the number of industries for these reports and templates. To help users share their experiences and obtain onsite training we will hold user group conferences—we will host our EMEA customer forum in May and our user group conference in July.


3. We resolve an intuitive and easy-to-use solution that will drive business value — With the launch of Tealeaf Version 8.x, there has been a dramatic improvement in the Tealeaf user interface as well as functionality such as ad-hoc analysis, rich internet application support, drag-and-drop reporting and the ability to keep an eye on key trends with Top Movers & Driver features.


4. We resolve that companies will receive even more benefits with Tealeaf — Last year, Forrester created a new Total Economic Impact (TEI) analysis—similar to an ROI model—for our Customer Service Optimization suite. Combined with the TEI for our Customer Behavior Analysis suite, this helps companies understand the benefits they can expect to receive from our products. We are pleased to know that some companies achieve even higher returns than what the TEI model shows.


5. We resolve to help more companies move through the Tealeaf Maturity Model — Our goal is to help companies move to a more proactive mode of operation, where all digital channels are integrated when it comes to providing a great customer experience.


6. We vow to provide excellent support to our customers — We will continue to provide responsive and helpful support via our portal, email and/or phone to our customers during their business hours in all the key countries in which we operate. In addition, we have enhanced the features available from our community portal, ViaTealeaf, so our customers can more easily find videos, documentation and tools to help them maximize the benefits of using Tealeaf.