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Enterprise feedback management
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Enterprise feedback management (EFM) is nothing but a systematic collection of processes and software. It assists in managing the surveys centrally and facilitates the easy dispersion of authorization and analysis studies throughout an organization. A typical EFM system works by assigning different roles and permission levels to different types of users, such as setting up a unique profile for novice survey authors, survey reporters, professional survey authors and translators.EFM can assist an organization by establishing a smooth and streamlined communication channel between employees, partners, and customers for easy flow of dialogue regarding key issues and concerns. EFM is a bundle of data collection, analysis and reporting strategies.
Prior to EFM the survey software used in this lacked user roles, permissions and workflow that made the task a bit clumsy. It has become easier for an organization, through the use of EFM to provide the right data to the decision makes. These people use this information which in turn increases customer satisfaction and customer loyalty. EFM enables companies to view consumers as a collective “holistic” and integrated unit so that they are in better position to respond to customer needs.
A survey done by Gartner projects reports that 40% of the total feedback system that is deployed in the year 2008 will be implemented through EFM
EFM software has capabilities to support advanced survey design .It also has tools to incorporate CRM integration with sophisticated tools to generate advanced reports rich with statistical analysis. It is also equipped with a centralized panel management and workflow process to ensure superior survey quality at all times, at the same time respondent privacy and IT security policies are also withheld. It has feature to additionally club multiple departments within an organization so that they can collaborate on survey initiatives, share the findings of the survey and gain precious information that has potential to impact their bottom-line results.
Website is another innovative means of collecting customer feedback. Through the company website customers can be presented with opportunities to express their feelings about the product or service at the time of purchase or at later stage. The feedback may be as freeform text or by selecting from a number of choices on a form. After this step Enterprise Feedback Management software can prompt customer service representatives when these web-based customer surveys indicate that customers are unhappy with the product. Account managers can then take pre-emptive actions to increase the level of satisfaction in the customer by modifying the product.
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