SMG Is A Standout When It Comes To Developing Insights And Partnership

    • SMG approaches the market differently than many other vendors, going to market with the tagline “software with a service.” Nearly half of the vendor’s employees are in client insights and customer success functions, dedicated to helping the vendor’s nearly 500 customers by delivering actionable insights that drive business outcomes. While SMG still has a strong customer base in retail, restaurant, and grocery, it continues to expand into other industries such as B2B, healthcare, banking, and automotive. The vendor also remains committed to the innovation of its platform: In 2020, it delivered nearly 300 enhancements, exceeding what it had initially planned. 
    • SMG is a good fit for organizations seeking a software and services partner that has deep expertise in delivering highly relevant and actionable insights. Its reference customers all cite the relationship and partnership as why they selected SMG, but that is not why they stay with the vendor. Rather, they highlight that it knows how to execute a sustainable survey program and has been top notch when it comes to executing, protecting data integrity, and helping avoid survey fatigue. References also appreciate how transparent the vendor’s pricing is, noting that there are never surprises. When it comes to opportunities for improvement, references would like to see better self-service capabilities for analyst-level users who want to dig in more. And for SMG’s digital product, they would like to see more flexibility and more focus on behavior data and insights.

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