on December 09th, 2012
Sneak Peek: 2012 Software LeaderBoard
The question isn’t who is responsible for customer satisfaction in an organization, it is who is responsive. And the answer is everyone. Or at least it should be, because customer satisfaction is too critical to be delegated. It needs to be ingrained. See which software vendors do it well. See where IBM, Microsoft, SAP, Oracle, NCR and JDA stack up in customer satisfaction as judged by retailers in the just released 2012 RIS Software LeaderBoard.
The difference between responsible and responsive is a subtle distinction but an important one. It elevates the conversation from being focused on organizational structure to something deeper – the core mission.
To achieve success today retailers need to discover new ways to listen and learn from shoppers, solve their problems, and make the shopping experience faster, better and cheaper.
These imperatives are also essential to the success of software vendors, but with a big difference – the customers of software vendors are retailers.
The RIS News
Software LeaderBoard has been tracking customer satisfaction in retail technology for the past 12 years. The full report isn’t due to be mailed to print subscribers until December 6, but online readers can download it by clicking here
First Look at Top-Ranked Vendors
The main list in the annual RIS Software LeaderBoard report is called the Top 20 list. This is the master list that features vendors that excel in all major LeaderBoard Categories. The total score in each ranking includes numerical values for Retail Concentration, Revenue Factor and Customer Satisfaction.
The top five vendors on the 2012 Top 20 Master List are:
2. PCMS Datafit
4. ECR Software
Of these five elite software vendors the two that made the biggest leaps up the Top 20 list are MicroStrategy, which was number 14 last year, and QuantiSense, which was number 15. Both deserve special recognition for their outstanding performance in the rankings.
When the same numerical values are used, but only Grocery retailers are counted the top five vendors are:
2. ECR Software
4. IBM (tied)
4. Micros-Retail (tied)
When the same numerical values are used, but only Apparel/Footwear retailers are counted the top five vendors are:
5. Celerant Technologies
When the same numerical values are used, but only Specialty retailers are counted the top five vendors are:
2. PCMS Datafit
5. Celerant Technology
Other top 10 lists and breakouts feature the best software vendors in such categories as Tier One Vendors (evaluated by retailers with annual revenue greater than $1 billion) and Mid-Size Vendors (evaluated by retailers with annual revenue less than $1 billion), Large Vendors (with annual revenue in retail of more than $125 million) and Mid-Size Vendors (with annual revenue in retail of less than $125 million), and more than 40 other breakouts and top-10 lists.