News

Chadwick Martin Bailey unveils new customer experience management software

October 26, 2011

Chadwick Martin Bailey (CMB), a Boston-based custom market research firm, has announced the launch of Pinpoint Suite, a customizable collection of web-based tools to improve the usefulness of customer feedback. According to a press release, Pinpoint Suite integrates with existing customer feedback measurement programs to let managers proactively build and strengthen customer relationships and effectively lead performance improvement in their organizations.

"While companies are spending millions of dollars to measure customer satisfaction, they lack the tools to identify, translate, prioritize, and act on the data they get," said Chadwick Martin Bailey, COO T.J. Andre. "CMB found two-thirds of companies report difficulty in translating the data from their customer satisfaction programs into business improvements. Pinpoint Suite fills the gap between the data pipeline and actual insights and business improvements; maximizing existing program investment, and allowing non-analysts to turn data into action."

At the executive level, Pinpoint Suite's enterprise-wide insights and tools allow executives to prioritize decisions, set plans, and allocate resources. For managers, Pinpoint Suite lets them "close the loop" on systemic issues by providing tools that clearly identify problems to fix, list potential solutions, enable a planning mechanism, and track the results of the actions taken. Real-time insights let front-line staff identify, understand, and resolve individual service failures as they occur. According to the company, Pinpoint Suite combines state-of-the-art analytics with customized, highly usable and engaging tools to make high-impact business decisions.