​Report: Medallia, Qualtrics, MaritzCX and InMoment lead local customer feedback market

Forrester Wave report names best in local customer feedback management vendor ecosystem

The customer feedback management (CFM) market in the Asia-Pacific is growing as more marketers see the technology as vital to transforming customer experience (CX). And according to the latest quarterly The Forrester Wave: Customer Feedback Management Platforms In Asia-Pacific, there are some clear leaders in the CFM space.

Medallia, Qualtrics, MaritzCX and InMoment led the pack, according to Forrester’s Q4, 2018 research, with Confirmit and Verint strong performers. The analyst firm also placed inQuba as a contender, and NICE Satmetrix as a challenger. 

Forrester uses a 40-criterion evaluation of CFM providers, along with a combination of three data sources to assess the strengths and weaknesses of each solution. 

According to the report, growth in the local CFM market is in large part due to CX professionals increasingly trusting vendors to act as strategic partners enabling them to move from reacting to customer problems to avoid problems before they arise.

Scalability, advanced analytics and thought leadership are key differentiators in the vendor landscape, however, Forrester noted CFM vendors operate in a problematic environment characterised by: A lack of coordination and cooperation within client organisations; continued convergence of offerings and target verticals among vendors; and a price-conscious and heterogeneous market.

Against this, feedback management solutions need to be able to handle the variety of languages in which consumers give feedback and in which employees communicate, as well as how multinational organisations complicate and elongate the buying cycle. Forrester also noted Asia-Pacific as a region is price sensitive, adding to vendors’ pressures. Because CFM and voice-of-customer (VoC) programs are still maturing, clients in the region also typically seek more advice and require more handholding than in more mature markets.

Among Medallia's key attributes were an ability to drive customer feedback improvements at scale. Forrester reported clients commended the vendor's platform’s ability to handle complex organisational hierarchies and provide powerful reporting while maintaining speed and stability.

The report also highlights Qualtrics’ pace of innovation and easy-to-use interface, while emphasising MaritzCX's ability to align technology, research services and relationships. InMoment also offered blended strength in strategy, technology, services and people.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu     

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

5 things marketers need to do to get better in buy in when presenting

Presentations are a marketer’s best friend. They can be a concise, targeted and effective form of communication with the potential to make a real impact on your audience.

Emma Bannister

Founder and CEO, Presentation Studio

How to overcome negative habitual thinking

One of the greatest challenges facing senior leaders today is what’s going on in their own head.

Lisa Stephenson

Author, success coach, consultant

The purpose of purpose

Everyone knows the 4 P’s of marketing: Price, product, promotion and place. There is now a fifth ‘P’ in the marketing mix.

Thanks Nadia for sharing this blog. It has really useful and amazing information about Salesforce Commerce Cloud and digital engagement w...

Holly Smith

Adidas taps data and technology smarts to build personalised digital engagement with consumers

Read more

clearly someone who's jealous and only comments from the safety of being behind their keyboard

Peter Sibson

The purpose of purpose - Brand science - CMO Australia

Read more

haters gonna hate

David Bentley

The purpose of purpose - Brand science - CMO Australia

Read more

Social Media is platform where people get connected to each other from the world and share their views and thoughts on any product. Socia...

Tejas Potfode

6 Ways to ramp up Social Media to Your Web Design

Read more

We can't overlook mobile. Each passing day people are on their phones more and more

This Is My South Bay

What the 5G revolution will do to mobile marketing

Read more

Latest Podcast

More podcasts

Sign in