Enterprise feedback management (EFM) is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization. EFM systems typically provide different roles and permission levels for different types of users, such as novice survey authors, professional survey authors, survey reporters and translators. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns and potentially make customer specific real time interventions. EFM consists of data collection, analysis and reporting.
Prior to EFM, survey software was typically deployed in departments and lacked user roles, permissions and workflow. EFM enables deployment across the enterprise, providing decision makers with important data for increasing customer satisfaction, loyalty and lifetime value.[1] EFM enables companies to look at customers "holistically" and to better respond to customer needs.[2]
Gartner projected that 40 percent of total feedback system deployments would be EFM solutions in 2008.[3]. Its worth noting that the motivation to pilot/deploy EFM is often to reduce the reliance on (or reduce the costs of) traditional satisfaction research.
Contents |
Background
EFM applications support complex survey design, with features such as question and page rotation, quota management and advanced skip patterns and branching. The software typically offers advanced reporting with statistical analysis and centralized panel management. EFM applications are often integrated with external platforms, most typically with CRM systems but also with HRIS systems and generic web portals.
Unlike low-end survey tools, EFM applications provides a workflow process with user roles and permissions, so that users may be able to author a survey but require another user to approve it before it is published. Such workflow ensures consistent survey quality and enforces respondent privacy and IT security policies. Applications of EFM vary widely from HR, IT, Marketing, Sales and continues to expand on its corporate implementation and scope. Departments within an organization can collaborate on feedback initiatives, sharing results and gaining insights that enable the organization to listen, learn and react to the needs of their key stakeholders. A key part of the value of an EFM deployment is the development of the business rules (ie who needs to see what feedback info) and which parts of the customer / employee / partner facing process needs to be measured.
Market structure
Given below is a list of entrants into the EFM market, sorted by date of entry. This is the day each organization first publicly used "enterprise feedback management" to describe its company in a third-party publication.[4]
| Vendor | Date of Entry |
|---|---|
| Knowledge Wave Intl., Inc. | January 1999[5] |
| SynGro Limited | April 2004[6] |
| Perseus (now Vovici) | 25 May 2004[7] |
| Clicktools | 28 May 2004[8] |
| DatStat | 6 June 2005[9] |
| Inquisite | 27 June 2005[10] |
| SPSS Inc. | 3 August 2005[11] |
| FIRM (now Confirmit) | 8 March 2006[12] |
| NetReflector | 6 April 2006[13] |
| Allegiance | 3 May 2006[14] |
| Enetrix | 8 May 2006[15] |
| Satmetrix | 16 May 2006[16] |
| RightNow Technologies | 7 September 2006[17] |
| Mindshare Technologies | 13 November 2006[18] |
| Data Illusion | 11 January 2007[19] |
| KeySurvey (now WorldAPP) | 26 February 2007[20] |
| Kinetic Data | 17 July 2007[21] |
| CustomerSat (now MarketTools) | 25 September 2007[22] |
| Medallia | 23 October 2007[23] |
| Interview SA | 13 February 2008[24] |
| Surveynomics | 3 March 2008[25] |
| Invoke Solutions | 11 March 2008[26] |
| Qualtrics | 12 March 2008[27] |
| Fizzback | 5 August 2008[28] |
| Grimmersoft | 26 September 2008[29] |
| QuestManager | 14 Jul 2009[30] |
| QuestBack | 3 Aug 2009 [31] |
| Globalpark | 28 Aug 2009 [32] |
| DataCycles | NA[33] |
| Dub Studios | NA |
| eLustro | NA[34] |
| Kinesis Survey Technologies | NA |
| myK (myKnowledge) | NA[35] |
| mySurveyLab.com | NA |
| Ransys | NA |
| ResponseTek Networks Corp. | NA |
| TalkFreely | NA |
| XTCO | NA[36] |
| Zarca Interactive | NA |
SAP has an "unproven" offering in enterprise feedback management.[37]
Esteban Kolsky, when a research director at Gartner, described the market structure as follows: "The market for these tools is a highly fragmented one, with no single provider. It's going to jumpstart a bunch of acquisitions as larger vendors look to work EFM and surveying into their growth strategy."[38]
The EFM market grew 60% to 70% in 2005 and 2006.[39]
See also
- Customer engagement
- Business intelligence
- Customers
- Customer Intelligence
- Customer relationship management
- Customer satisfaction
- Enterprise relationship management (ERM)
- Customer Feedback Management services (CFM)
References
- ^ SPSS Survey Software Unveils a New Version of Dimensions 5.0
- ^ How to Improve the Customer Experience
- ^ SDCExec.com - Article - Corporations, Government Adopt Enterprise Feedback Management
- ^ Survey research and Enterprise Feedback Management: Father of EFM
- ^ http://www.knowledge-wave.com
- ^ http://www.businessawardsforscotland.com/scotlandfinalists/index.cfm?ccs=1038&cs=5274#3
- ^ Perseus Fills in the Blank with the Survey Industry's First Enterprise Feedback Management System. | Business Wire (May, 2004)
- ^ http://www.accessmylibrary.com/coms2/summary_0286-21480398_ITM
- ^ DatStat Illume 3.0 Provides Organization-Wide Access to Ongoing Feedback and Survey Research Data. | PR Newswire (June, 2005)
- ^ Inquisite Launches Global Partner Program - Allows Customers to Create an Enterprise Feedback Culture. | PR Newswire (June, 2005)
- ^ Event Brief of Q2 2005 SPSS Earnings Conference Call - Final. | Fair Disclosure Wire (August, 2005)
- ^ Oracle(R) Database 10g Standard Edition One Attracts Large Following of SMBs Looking for Secure, Reliable, Cost-Effective Database Software. | PR Newswire (May, 2006)
- ^ http://www.gartner.com/teleconferences/attributes/attr_146337_115.pdf
- ^ Factiva Search
- ^ http://www.accessmylibrary.com/coms2/summary_0286-15151977_ITM
- ^ http://www.accessmylibrary.com/coms2/summary_0286-15250339_ITM
- ^ CRM News: Enterprise Apps: RightNow Rearchitects CRM Suite With Version 8
- ^ http://www.accessmylibrary.com/coms2/summary_0286-25465714_ITM
- ^ http://www.accessmylibrary.com/coms2/summary_0286-29193861_ITM
- ^ [www.accessmylibrary.com/premium/0286/0286-31859670.html]
- ^ Kinetic Data Celebrates 10 Years of Success at 7th Annual itSMF Conference
- ^ CustomerSat Announces Next-Generation Feedback Analytics. | Business Wire (September, 2007)
- ^ Medallia Best Practices Conference on Enterprise Feedback Management
- ^ Interview SA, précurseur sur le marché de l'EFM (Enterprise Feedback Management), rejoint le programme Alliance mis en place par VDoc Software
- ^ Have you Recession Proofed Your Business? Most Don't Know How
- ^ Invoke Solutions Receives $7 MM in Funding | Reuters
- ^ Are Enough Americans Exercising Their Right to Vote? Most Don't Think So
- ^ Retail Technology Newscast
- ^ http://www.relationclient.net/index.php?action=article&numero=3491
- ^ International Research Market Gets New Professional Platform Option | News Wire (July, 2009)
- ^ [1]
- ^ http://www.globalpark.com/251-0-Enterprise-Feedback-Suite.htm
- ^ Renewable Resource Plan UAC Report
- ^ eLustro Feedback Management System
- ^ myKnowledge review in "Ufficio Acquisti" magazine
- ^ http://www.xtco.fr
- ^ Magic Quadrant for CRM Customer Service Contact Centers, 2008
- ^ destinationCRM.com: And the Survey Says...Solutions
- ^ Angry and bored? You must be a customer: finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help. | CFO, The Ma...
This entry is from Wikipedia, the leading user-contributed encyclopedia. It may not have been reviewed by professional editors (see full disclaimer)
