Cision faces backlash over problematic product

Leading media monitoring firm Cision has been forced to defend itself after at least two clients discovered that an evaluation product they were still using had been removed from the market last December.

One in-house PR department told PRWeek it had found out from competitors that the Comm­source product had been removed from sale.

A PRO said: ‘We didn’t know about it and we only found out from a competitor about two months ago. The concept was great but the evaluation didn’t work and this was frustrating.’

Another NGO client said it had only discovered that the product had been removed from sale. He said: ‘I thought it didn’t work because I was doing something wrong.’

Cision’s head of marketing Bruce McGill conceded: ‘It is fair to say that the evaluation module didn’t work as well as it was supposed to.’

But he insisted: ‘We have kept our clients informed of developments and continue to do so. Their account managers should have contacted them. If that didn’t happen, I can only apologise.’

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