Viewpoints

Find quotes, research findings, and recommendations from leading industry analysts and experts on Tealeaf’s Customer Experience Management solutions.

• “The ebusiness market has matured, and rich, real-time insight is more critical than ever before. Understanding what a user intends to do when on a site, and any struggle they might encounter is critical to drive corrective actions, enable recommendations and trigger targeted responses that improve business results.” — Bill Gassman, Industry Analyst, Gartner, Inc.
• “Tealeaf 8 is one of the first enterprise-class products I have seen that is truly taking advantage of the rich stream of data created by web and mobile sites. Tealeaf's algorithmic approach has the potential to surface critical insights quickly and with fewer resources than are traditionally required — a huge advantage to resource-constrained organizations.” — Eric T. Peterson, Senior Partner and Founder, Web Analytics Demystified
• “Tealeaf is an industry pioneer, as well as a unique proposition in the business-oriented end user monitoring space. From the company's original solution, which analyzed abandoned transactions on Ebusiness sites, Tealeaf Technology has spawned a series of solutions that target specific business views — becoming the unchallenged leader in customer behavior analysis.” — Forrester Research
• “There are a lot of different products that can give you insight into what's going on at your Web site. Tealeaf has a loyal following because it's solved the problem better than anyone else," analyst Susan Aldrich, senior vice president at Patricia Seybold Group, told internetnews.com. "In the past, they've made it easy for technical people to find out what happened in a particular situation and look at a report. With cxView," continued Aldrich," the reporting is more compelling for business users to look at.” — Patricia Seybold Group
• “Tealeaf is part of the latest evolution of such products, and is distinctive in that it focuses its analytics on the intersection between technology and the user. As a result, it can help provide answers to questions that have dogged online sales organizations since the onset of eBusiness. How do I balance just in time inventory with customer tolerance for back orders? What level of performance do I have to achieve for customers to close the sale? How can I design my web pages and site to encourage sales? Where do I need to direct my budget to get the biggest return in terms of revenue?” — Enterprise Management Associates
• “Products such as Tealeaf take into account traditional Customer Experience Management metrics, but also site design and performance. One problem with this product family is that they defy categorization. They do not simply monitor and manage, they don't simply do CEM, and their focus spans business and IT. Customer Activity Management is likely a better descriptor, as they not only provide visibility to what the customer experienced, but also to what he or she did as a result of that experience. This information can then point the way towards the ways in which the eBusiness can modify their virtual "storefront" to maximize revenues driven from each site visit.” — Enterprise Management Associates
• “Tealeaf customers have found themselves in that situation - with fewer and smaller fires to fight because they now have a solution that can proactively detect on-line customer problems before they become severe. Both IT and business staff within these customers find themselves with the "spare" time to address more strategic business questions. Those answers are found when IT and business managers can analyze IT information captured as customers interact with online systems in the context of the company's revenue goals and business analysis. Tealeaf has stepped forward to deliver products with the analytic capabilities to provide these answers based on information already being collected. PNA believes this is an exciting leap forward in how enterprises can leverage IT to propel their competitive advantages to new heights.” — Richard L. Ptak, Managing Partner, Ptak, Noel & Associates

• “Hurwitz & Associates believes that the value of identifying, analyzing, and acting on what the online user is experiencing is high. Benefits include:

  • Increasing conversion - If users can't complete a transaction, or are frustrated with navigating through a site because they have come to a page with an error on it they aren't likely to become a buyer.
  • Customer retention -If an established customer is having problems with the site then there is a good chance of losing that customer.
  • Decreasing cost - Finding problems with a site can take a long time, especially if someone cannot reproduce the sequence of events that led up to the problem. Between calls to customer support, and work done by engineering and QA, this can be a costly proposition. A tool such as the one provided by Tealeaf can help decrease these costs.
  • Brand - The value of brand cannot be underestimated. A site with a lot of ongoing problems will lose its reputation quickly, resulting in fewer sales.

  What differentiates the Tealeaf product is that it provides a means to see what the customer actually experienced to determine just where potential customers bail & dash and why.”

  — Fern Halper, Partner & Marcia Kauffman, Partner, Hurwitz & Associates
• “Tealeaf is taking a long-needed 'outside-in' approach to helping companies understand the actual customer experience and overcome the barriers to successful online business. The Tealeaf platform will prove to be a wake-up call for many web-savvy enterprises. For the first time, managers can actually see how their web applications work from the customer's perspective. They no longer need to tolerate the blindness of not knowing what is happening to their customers, any time of the day or night.” — Patricia Seybold Group