Clarabridge: Modified Positioning

September 22, 2014

I noted that Clarabridge has modified its marketing for the push to year end revenues. The company continues to use “customer experience” as a code work for customer support. The phrase “customer support” has become a go to reference for some stand up comedians. Customer service is now a “frontier,” not a method for reducing costs. The company is using the bound phrase “your voice” as a way to signal listening to individuals. The notion was parroted in “Clarabridge’s New Customer Service Frontier: Your Voice.” The article asserts:

Clarabridge, a Reston-based company that gathers and analyzes customer sentiment for a range of industries, is adding a noisy new feedback channel: speech.

Clarabridge ingested $80 million in venture funding. Some of the original investors have benefited from this infusion of money. Clarabridge at one time had staff with some expertise in MicroStrategy technology. Clarabridge will use some of the funding to amplify its content marketing activities in order to drive more sales leads.

How quickly will the enterprise search vendors “pivoting” to the customer support market adopt this terminology? Pretty quickly I anticipate.

My principal concern is that

Stephen E Arnold, September 22, 2014

Written by Stephen E. Arnold · Filed Under Customer support, News

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.