CRM Buyer Talkback

Re: Enterprise Feedback Management: Getting Inside Your Customers' Heads
Posted by: James Martin 2008-10-25 14:46:35

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In today's challenging economy and ultra-competitive marketplace, businesses simply can't afford customer churn; retention, engagement and overall experience are more important than ever. That's why business leaders are increasingly adopting and integrating the latest customer relationship management and enterprise feedback management applications to achieve a more thorough understanding of their customer base. While CRM tells the business executive "what" customers have done, EFM uncovers "why" customers act a certain way.

Enterprise Feedback Management
Posted by: VictoriaH 2008-11-04 15:00:20 In reply to: James Martin

I agree that a combination of CRM and EFM gives you a more complete picture. It is also important to look for an EFM solution that collects both solicited feedback through surveys and unsolicited feedback through "contact us" forms. In addition, EFM programs should provide analysis to help companies understand how to use feedback to improve customer loyalty and engagement. One such solution is provided by Allegiance, Inc. (www.allegiance.com)