SUNNYVALE, CA--(Marketwire - Mar 12, 2013) - KANA Software, Inc., a global leader in customer service solutions delivered on-premise or in the cloud and used by more than 900 organizations worldwide, including half of the Global 100 and 250 government entities, today announced it has been named a winner on CRM analyst Paul Greenberg's CRM Watchlist for the second year in a row.
Criteria for this year's CRM Watchlist selection included financial performance, management, products, partnerships/alliances, mission/vision, market presence/impact and corporate culture. According to Greenberg, the Watchlist "plays a very specific role in the pantheon of technology companies and service providers. It's comprised of those companies that I think that we all should be paying serious attention to, regardless of size or revenue, because one way or the other they are going to make a difference in a customer-centric world -- at least from the standpoint of technology and innovation in that area. And most importantly, to the customers that actually use them to enable their customer strategies and programs."
According to Greenberg in his evaluation, referring to KANA's recent acquisitions, "from 2010 through 2012, they (KANA) made four what appear to be very intelligent and possibly brilliant acquisitions each to fill a need that would give them both increased global reach, greater vertical penetration, a richer and deeper product set, and more highly experienced management teams." And in an article posted earlier this year focused on the topic of customer experience, Greenberg noted, "KANA has been a company that from the get go, to their credit, has been at least focused on the idea of providing software to enable the customer experience."
"We are honored to be named as a CRM Watchlist 2013 winner," said James Norwood, chief marketing officer for KANA Software. "Greenberg's ranking and commentary validates how each of our strategic acquisitions has brought to KANA a richer and broader technology set to support holistic customer experience management across agent, web, social and mobile channels. Our focus is not limited to the contact center, on-line self-service, or in fact on customer service alone. Instead, KANA is working to forge closer cooperation between marketing, sales and service as part of a holistic customer experience management agenda with our unifying and underlying supporting technologies. Our mission today transcends the limitations of individual service channels and embraces what our customers really care about, and that's their customers' experience with their brand and its promise."
The full CRM Watchlist 2013 commentary from Paul Greenberg regarding KANA can be read here.
About KANA Software
KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. By unifying and maintaining context for customer journeys across agent, web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter score (NPS) at more than 900 enterprises, including half of the Global 100 and more than 250 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.
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