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Enterprise feedback management: Getting inside your customers' heads
In today's challenging economy and ultra-competitive marketplace, businesses simply can't afford customer churn; retention, engagement and overall experience are more important than ever. That's why business leaders are increasingly adopting and integrating the latest customer relationship management (CRM) and enterprise feedback management (EFM) applications to achieve a more thorough understanding of their customer base. While CRM tells the business executive "what" customers have done, EFM uncovers "why" customers act a certain way.
Readers of CRM Buyer likely have a full understanding of the value CRM software provides in gathering and organizing customer data, including purchasing history, preferences and other trends. But what may not be as widely understood today is the complimentary role EFM can play. The powerful combination of CRM and EFM helps identify the business operations responsible for creating the highest levels of customer satisfaction and generating the greatest revenue. Additionally, EFM applications can be a critical early warning system, alerting you to any situation in which a customer is less than happy, providing valuable time to remedy the situation and save the customer relationship.
