The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021 is one of the industry’s most thorough and detailed analyses of the top 12 CFM platform vendors—rating each on 33 criteria covering current offering, strategy, and market presence. Forrester evaluated SMG’s customer feedback management platform and services.
SMG is recognized by Forrester as a Leader among the top 12 vendors offering customer feedback management platforms. We believe this indicates SMG’s current customer experience management offering and customer experience strategy are strong and differentiated.
The Forrester report notes, “SMG approaches the market differently than many other vendors, going to market with the tagline, ‘software with a service.’”
“[SMG’s] reference customers all cite the relationship and partnership as why they selected SMG.”
In our experience, this unique positioning sets SMG apart from software as a service (SaaS) vendors that dedicate minimal resources to analysis support, insight delivery, and strategic partnership.
SMG received the highest possible scores in the strategy criteria of “execution and delivery on roadmap” and “services strategy.”
The Forrester report noted SMG’s commitment to platform innovation, stating “In 2020 [SMG] delivered nearly 300 enhancements, exceeding what it had initially planned.”
“While SMG still has a strong customer base in retail, restaurant, and grocery, the vendor continues to expand into other industries such as B2B, healthcare, banking, and automotive.”
Receiving the highest possible scores in the criterion of “product vision and strategy,” we believe SMG is differentiated compared with other evaluated vendors and has a strategy extremely aligned with Forrester’s vision of the VoC market.
The Forrester evaluation gave SMG the highest possible score in the “drives revenue/impacts business and CX” criterion. We believe this underscores SMG’s ability to help clients generate new revenue, grow existing revenue, reduce churn + detractors, and drive operational efficiencies.
By providing software with a service (SwaS), SMG puts a dual focus on platform technology and professional services—making it easy for brands to activate customer experience insights and drive business outcomes.
We’d welcome a discussion about how we can bring proven value to customer experience management through our unique software with a service approach.