SuccessFactors Ranked #1 in Customer Satisfaction Among Enterprise Customers According to Bersin Research Study

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Dec 10, 2010, 08:05 ET

SAN MATEO, Calif., Dec. 10, 2010 /PRNewswire/ -- Today, SuccessFactors, Inc. (Nasdaq: SFSF) announced that it has been named #1 in the enterprise segment of the annual customer satisfaction study conducted by Bersin & Associates, a world-class research and consulting firm that empowers HR organizations to drive bottom-line impact. The findings are included in Bersin & Associates' Talent Management Systems Customer Satisfaction 2011: Executive Summary released earlier this week. The full report will be released in late December.

"Within the enterprise segment, SuccessFactors emerged as the customer satisfaction leader," said Josh Bersin, CEO and president, Bersin & Associates. "We know that satisfaction is directly linked to service and support. Given the company's rapid growth, achieving this level of customer satisfaction shows tremendous focus on the service dimension of its business."

"We're investing in customer satisfaction across our entire organization every day, from expanding our customer service operation internationally to continually improving our product," said Dmitri Krakovsky, vice president of global products, SuccessFactors. "This recognition for customer satisfaction is particularly satisfying because over the last few years we have introduced a number of new products, including Recruiting Management, Employee Central and Calibration. It's excellent to see that our customers are happy not just with our original product line-up, but with our overall product quality, our service, our implementation protocols and our ability to serve as strategic advisors. We use the BizX Suite ourselves to deliver on goals like 'the customer must win' – and these findings are great validation of our support and service."

Bersin's customer satisfaction methodology, now in its second year of publishing, measures four key service dimensions: product quality, implementation, service, and business partnership. SuccessFactors customers gave the company an overall satisfaction score of 4.17 on a scale of one to five, the highest of any vendor participating in the enterprise segment. The average satisfaction rating for all others in the enterprise segment was 3.76 out of five.

The results of this comprehensive study show that customer satisfaction with talent management systems is highly correlated to vendors' capabilities as strategic business partners. The research found that customers are increasingly looking for fully integrated talent management platforms. This year more than one third of all respondents are willing to sacrifice advanced features in favor of purchasing an end-to-end system from a single vendor, up from only 14 percent last year.

To download a complimentary copy of Talent Management Systems Customer Satisfaction 2011: Executive Summary, go to: http://marketing.bersin.com/CSat2011.html. The full report will be available in the coming weeks - visit www.bersin.com or contact Bersin at [email protected] for more information.

About SuccessFactors, Inc.

SuccessFactors is a global leader in Business Execution Software. The SuccessFactors Business Execution (BizX) Suite, which is delivered through the cloud, improves business alignment, team execution and people performance to drive results for companies of all sizes. Across 168 countries and 34 languages, more than 8 million users and 3,000 companies leverage SuccessFactors every day, up from approximately 300,000 users and 100 companies in 2003. BizX bridges the gap between strategy and success by allowing every person in an organization to execute against their goals better and faster. SuccessFactors' recent acquisitions of YouCalc, Inform and CubeTree supplement SuccessFactors' core BizX strategy with solutions that align with SuccessFactors' mission of helping companies get work done by delivering robust business insights and improved collaboration. To learn more, visit: www.successfactors.com.

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