Articles Posted in Enterprise Feedback Management


How to Capitalize on EFM

Remember the “Travel Agent?” How about the “Personal Tax Accountant”? These professionals were once necessary to book a flight or get the most out of your tax return. Now online tools have replaced both. My dad hired a lawyer to draft his will. I’ll go to Best Buy when I’m ready to do the same.…

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Customer Experience Data: Surviving in The Desert and The Ocean

Today’s businesses operate in an era of both significant challenge and significant advantage. We now live in the era of “customer experience” where consumers expect your brand and your product to be seamlessly designed to their delight. This means that you not only have to have a better product, but now you need to beat…

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Enterprise Feedback Management – Three big changes for big company employees

Democratize your data and free customer feedback in your organization! That sentiment is at the core of the EFM revolution.  In fact, decentralized ownership of customer insight and action really is fundamental to the success of customer experience management.

Terms like Voice of the Customer, Enterprise Feedback Management and Integrated Touchpoint Satisfaction have risen to prominence over recent years as the role and nature of the customer feedback solution has evolved. Our industry has changed its vocabulary, moving away from the CSAT or Customer Satisfaction program and taking on these new terms and everything for which they stand.

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