KANA Software, Inc. is experiencing considerable traction in the market for its customer service solutions, evident in its achieving yet another record year of growth and profitability in CY2012.
The company has achieved a significant compound annual growth rate (CAGR) for the last three years with substantial customer and employee growth during this period. It acquired 50 customer wins in 2012, taking its global community to more than 900.
Subscription revenue increased dramatically by a CAGR of 100 percent; with EBITDA margins remaining in double digits. Its 2012 growth rate appeared to be slightly ahead of total revenue and employee headcount increased by more than 300 during the same period. Plans to continue hiring in 2013 are in the offing.
The company attributes this growth in part to increased global demand for technology in support of customer experience management initiatives, continued investment in people and technology and its growing customer base.
“2012 was a tremendous year for KANA, from the perspective of customer acquisition, employee growth, and financial results. And we’re just getting started,” said Mark Duffell, president and CEO at KANA.
In addition, KANA has won a number of key industry awards and was positioned in the leader quadrant of the Gartner Magic Quadrant for CRM Web. Its trend setting products and recognition of its CR initiatives by industry stalwarts have all contributed to its immense success in 2012.
KANA software claims that its solutions are unique in that they orchestrate consistent customer experiences that are at once engaging and effective across all channels and touch-points, and simultaneously balance key metrics like costs, revenue goals, company policies and customer satisfaction.
“At KANA we are 100 percent focused on customer service and we’re proud to provide the technology and expertise that’s helping the world’s leading brands and most prescient public sector entities continue to meet the new customer experience imperative,” added Duffel.
The company expects this positive trend to continue in 2013 with strong year over year revenue growth driven by continued market demand for its products and services and at the same pace as its current performance.