Enterprise feedback management is the process of collecting, analysing, and taking action on customer feedback for an enterprise-class large company. It is principally involved with the distribution and analysis of surveys.
Enterprise Feedback Management is similar to customer experience management (CXM), but whereas EFM focuses just on dealing with customer feedback, CXM uses all aspects of a customer’s experience, from feedback to transactional data to retention rates. Both can be used at the enterprise level to enact productive change.
Enterprise feedback management can also be confused with customer relationship management (CRM.) EFM is focused on the customer’s relationship with the company. CRM focuses on the company’s relationship with the customer. CRM programmes are designed to help company leaders understand, anticipate, and respond to the needs of a company when working with and growing their customer base.
Voice of the customer (VoC), case management, and service recovery are three tools that fall into the toolboxes of both EFM and CXM.
EFM software makes survey data readily accessible and actionable to a company’s employees – from the front line to the C-suite. Marketers and sales reps can collaborate on projects and share insights that impact the bottom line. The supply chain can be optimised, and relationships with other companies that impact the product can become more effective. An EFM system keeps feedback data organized so that it goes to the right people within the company when they need it.
Enterprise feedback programmes can help companies to improve customer loyalty and reduce negative feedback received, resulting in increased profits and NPS score.
Other benefits of utilising EFM software come from understanding the opinions and needs of customers, which can help companies to provide exactly what customers want. From customer feedback, companies can gain insights on the desirability of their products and potential improvements to be made. Enterprise feedback management software is also used to fix lapses in customer service. Using tools such as case management and advanced analytics, EFM implements service recovery concepts to retain customers. This ensures that customers are always helped before they get frustrated and take their business elsewhere. Using website feedback applications called customer feedback management services, companies can collect user suggestions and complaints from their web pages. Effectively using EFM helps companies improve and understand what keeps customers coming back.
We believe that in order to meet the CX challenge of the 21st century, companies need the power to see, sense, and act on the experience of every individual customer-across every touchpoint-live. That requires robust software capable of handling enterprise-grade levels of feedback. As one of the world’s largest data collection networks, we know how to get it right the first time. You’ll have complete flexibility and control over your data, which will be displayed on beautiful dashboards. With our CX experts at your fingertips, you’ll meet and surpass CX goals. Take advantage of the experience and insight that comes from managing thousands of CX programmes around the world.
Survey builder: Listen to the voice of your customers, gather crucial feedback quickly, and then respond to customers as unique individuals.
Dashboards and reporting: Seamlessly integrate, intuitively explore, and continuously display all of your customer experience intelligence in one place.
Spotlight Data Mining: Spotlight customer data mining gives you the fast, sophisticated software brain you need to transform all your complex customer data into actionable intelligence.
Text Analytics: See beyond traditional metrics—by transforming thousands of unstructured, open-ended comments from your customers into meaningful and actionable insights.
Case Management: Customer case management turns insights into actions—by providing a complete, closed-loop system for automating customer workflows, making sure you follow up with high-risk customers with customer issue tracking, and feeding case information back into your CX solution to drive meaningful change.
Data Collection: Advanced data collection, integration, and validation services that work across every touch point at any scale to provide the solid foundation you need to turn data into results.
Mystery Shopping: With this high-touch and high-tech service, you get an honest, unemotional view of what real customer experience and perceive when they interact with your business, so you can make meaningful changes and improvements where they matter most.
Comprehensive Programme Management: MaritzCX Comprehensive Programme Management enhances and complements your in-house customer experience team with a scalable force of experts who are ready to step in and manage specific CX programmes