Contact Information: Contacts: Marchell Gillis 770-724-4256 marchell.Gillis@sage.com Mark Priscaro 925-931-7048 mark.priscaro@sage.com
Sage Creates and Maintains Extraordinary Customer Experience Using Net Promoter Concept
Sage North America Highlighted in New Book, "Answering the Ultimate Question: How Net Promoter Can Transform Your Business"
| Source: Sage
RICHMOND, BC--(Marketwire - February 9, 2009) - When the employees at Sage North America's
Richmond campus talk about the most important agents for driving business
improvement, the customer is at the top of the agenda, according to Laurie
Schultz, general manager and senior vice president, Sage Accpac and Simply
Accounting by Sage. With more than 5.8 million Sage customers worldwide,
the focus on customer engagement is making an impact.
"We are committed to creating an extraordinary experience for our
customers, and that means working to ensure that every one of our customer
interactions go beyond their expectations to meet their needs," said
Schultz. "We've made some great strides improving processes, but we can
never become complacent with well enough."
This unrelenting focus on the customer has landed Schultz as a featured
contributor in the newly released book "Answering the Ultimate Question:
How Net Promoter Can Transform Your Business" by Richard Owen and Laura L.
Brooks, PhD. In the book, Schultz explains how Sage is applying the Net
Promoter concept to create extraordinary experiences for its small- and
medium-sized business customers.
"My experiences with Sage have been very positive. They are responsive to
my needs, and I feel like they care about the success of my business," said
Malcolm Gray, president, Sycorp Environmental Inc. and Simply Accounting by
Sage customer.
Schultz details in the book the steps she and the company have taken to
create a strong Net Promoter culture within Sage, which is a process that
involves education, volunteers and empowering employees to want to provide
the best service possible.
Simply Accounting has consistently scored a high NPS among accounting
software packages in its market. Developed in the Sage global research and
development centre in Richmond, BC, Simply Accounting is the perennial
favorite of Canadian small businesses. The #1 accounting software program
for more than 25 years in Canada, Simply Accounting by Sage has received
several honors, including prestigious industry awards from Contact Center
World.
The Net Promoter customer loyalty concept was introduced in 1999, and it
has quickly become a highly recognised program for improving customer
relations. Net Promoter utilizes a scoring process to determine which
customers would highly recommend a product. A percentage is then computed
based upon the scores achieved, to determine the final Net Promoter Score
(NPS).
About Sage North America
Sage North America is part of The Sage Group plc, a leading global supplier
of business management software and services. At Sage, we live and breathe
business every day. We are passionate about helping our customers achieve
their ambitions. Our range of business software and services is continually
evolving as we innovate to answer our customers' needs. Our solutions
support accounting, operations, customer relationship management, human
resources, time tracking, merchant services and the specialized needs of
the construction, distribution, healthcare, manufacturing, nonprofit and
real estate industries. Sage North America employs approximately 4,800
people and supports nearly 2.9 million small and medium-size business
customers. The Sage Group plc, formed in 1981, was floated on the London
Stock Exchange in 1989, employs more than 14,500 people and supports more
than 5.8 million customers worldwide. For more information, please visit
the web site at www.sagenorthamerica.com or call 866-308-2378.
© 2009 Sage Software, Inc. All rights reserved. Sage, Sage Software, Sage
logos and the Sage product and service names mentioned herein are
registered trademarks or trademarks of Sage Software, Inc. or its
affiliated entities. All other trademarks are the property of their
respective owners.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix
Systems, Inc., Bain & Company, and Fred Reichheld.