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What is enterprise feedback management?

12/1/2015

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Question
What is enterprise feedback management?

Answer

DMG Consulting defines enterprise feedback management (EFM), previously known as surveying or voice of the customer (VoC), as a holistic approach to collecting feedback from multiple parties, including customers, employees, investors, prospects, partners and other constituents who have a vested interest in a company’s products, services and performance. EFM solutions address all areas of service, sales and marketing, but are not limited to these areas. EFM solutions take into consideration internal and external feedback that is solicited and passively collected from social media, community platforms and online review sites. Feedback should also be gathered from constituents in all operating departments: sales, marketing, billing, collections, shipping, etc. The insights gained from this feedback should be shared across departments and used to improve the way companies develop and implement policies, procedures, products and services. EFM solutions go well beyond surveying to create a two-way dialogue between companies and their customers and employees.

We are at a very exciting time when it comes to EFM capabilities. Today there are innovative solutions that are dedicated to engaging customers and prospects on a continuous basis through many steps of their lifecycle. The adoption of social and mobile technologies is facilitating this revolution, making it easier for organizations to interact with their target audience on a timely basis, an essential element of any effective surveying program. The fun is just beginning in the area of EFM, and DMG expects to see a great deal more innovation as vendors come to market with new twists on a fundamental theme. For more information see DMG Consulting’s 2015 – 2016 Enterprise Feedback Management Product and Market Report.