Enterprise Feedback Management

Enterprise Feedback Management (EFM) is a system for centralising the collection, management, and use of feedback throughout your organisation. It enables you to fully engage with people through targeted feedback programs or by asking questions during naturally occurring interactions. Through EFM, you can deliver insights to guide planning and improve processes.

Organisations have many opportunities to collect feedback during customer interactions. For example, face-to-face conversations, phone calls, Web site behaviour, or online chat—all potentially provide insight into customer preferences, attitudes, and opinions. Capturing and using this information can affect many aspects of your business, including the quality of future customer interactions.

Feedback can include the opinions, attitudes, and preferences of your customers, employees, and business partners. SPSS Inc.’s EFM solution enables organisations to integrate this data with transaction data and customer information so that you gain a more accurate, complete understanding of customer preferences, motivations, and intentions.

With EFM, your organisation can:

• Optimise business processes and take action in a timely manner
• Promote better and more valuable customer interactions across multiple channels
• Centralise the management of your customer feedback initiatives, while saving money, and enabling integration with other systems and applications

Optimise Business Processes to Improve Results

An enterprise feedback management (EFM) solution from SPSS Inc. enables your organisation to develop a deep and widespread understanding of the opinions, attitudes, and preferences of your internal and external customers.

With this understanding, you can optimise business processes—ensuring that you profit from new opportunities and effectively fend off competitive threats. You can use EFM to:

• Efficiently develop products that your customers are more likely to buy
• Improve the quality and timeliness of the services you deliver
• Obtain valuable ideas for improving processes
• Strengthen employee loyalty and morale

Promote Better Customer Interactions across Multiple Channels

Your organisation may already collect feedback through multiple channels, but you may not be optimising your use of it to boost your organisation’s bottom line.

EFM consolidates your customer relationship management (CRM) and market research data, enabling your organisation to fully engage with both current and prospective customers. It enables you to:

• Acquire customer feedback efficiently, and through many different touchpoints
• Improve the quality and value of customer interactions while limiting incremental costs
• Reduce feedback cycles so that appropriate action can be taken in a timely manner
• Increase customer acquisition, retention, and cross-sell and up-sell opportunities
• Enhance customer satisfaction

By driving better customer interactions through your existing systems and channels, EFM can help your organisation experience previously unobtainable ROI.

Centralise the Management of Feedback Initiatives

How does your organisation manage and use the crucial feedback it collects? Most organisations store customer feedback in various systems across different departments. This makes it difficult to get a complete view of the data, which limits your ability to gain insights that can be used to improve business processes.

EFM provides a centralised system for gathering and managing all of the feedback you collect, regardless of channel. By consolidating feedback, you can:

• Save money through integration with your other database management systems and operational systems
• Comply with privacy regulations
• Enhance employee recruitment and retention efforts
• Monitor the effectiveness of internal services and programs

By centralising the management of feedback initiatives, EFM can boost your organisation’s operational efficiency and radically reduce costs.

Gartner Research's Discussion of EFM

Ed Thompson, VP Distinguished Analyst at Gartner, and Jamie Corriveau, Director of Product Marketing at SPSS, discuss Enterprise Feedback Management (EFM). This video also includes Dennis Gonier, CEO at TARP Worldwide explaining how his company uses SPSS Inc.’s EFM solution.

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ShowCase Suite Training

Harness the power of predictive analytics by enrolling in a training program from SPSS Inc. You have three options to choose from:

• Self-paced e-learning: a flexible program with the freedom to learn on your schedule (WBT)
• Live e-learning: train online and in real time with an SPSS instructor (i-WBT)
• Live instructor training: group or individual one-on-one sessions available (Live)