Enterprise Feedback Management

Enterprise Feedback Management

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Enterprise Feedback Management (EFM) is a system of processes and software that enables organizations to collect, manage, analyze and distribute feedback from customers, employees, partners, or other stakeholders.

The objective of an EFM system is to collect and process feedback from various sources to help management understand the experiences, perceptions, and expectations of the people they serve. This information can be used to make better decisions, improve products or services, enhance customer experience, and boost overall business performance.

EFM systems typically include tools for creating and distributing surveys, collecting and storing data, and analyzing results. They can also often incorporate other feedback mechanisms, such as social media monitoring, reviews, and ratings, or direct customer communications like emails or call center transcripts.

Key aspects of EFM can include:

  1. Survey Management: This includes the creation, distribution, and collection of surveys across various channels (e.g., email, website, social media).
  2. Analysis and Reporting: This includes tools for analyzing survey data, creating reports, identifying trends, and making informed decisions based on the insights.
  3. Integration: This involves the ability to integrate with other systems such as CRM, ERP, or data analytics tools, to provide a more comprehensive view of the customer or stakeholder.
  4. Action Management: This feature allows you to track and manage any follow-up actions that need to be taken based on the feedback received.
  5. Text Analytics: Many EFM solutions offer text analytics to analyze open-ended responses and extract meaningful insights.

Enterprise Feedback Management is crucial in today’s business environment as it allows organizations to be proactive, responsive, and customer-centric. By leveraging EFM, organizations can align their strategies and operations to meet customer expectations, thereby improving customer satisfaction and loyalty.

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