Clarabridge, Inc., a Reston, Va.-based company whose flagship product is a Customer Experience Management (CEM) solution, has closed its acquisition of Market Metrix, an Enterprise Feedback Management (EFM) platform provider, the company announced earlier this month.
The merger extends Clarabridge’s analytics capabilities and CEM offerings which the company said will better equip organizations to tabulate and act upon customer feedback from all sources at different levels within the company.
Market Metrix, based in Larkspur, California, works internationally with approximately 14,000 hotels and casinos to assemble guest feedback for respective company analysis.
Companies use Clarabridge products to analyze reports and visualizations drawn from customer feedback about their experiences with the company so as to eliminate and resolve issues, according to the company website.
Clarabridge CEO Sid Banerjee said the merger lets the company bring to fruition its vision for CEM:
“We look forward to continuing our collaboration with our many global partners on both existing and new opportunities,” said Banerjee. “As the leading provider of multi-channel CEM hubs, we will continue to seek and connect with all listening channels from all providers, and actively cultivate relationships that provide synergy with our partners and maximum flexibility and value for our customers.”