Organizations have precious opportunities to collect feedback during many types of customer interactions, such as in call centers, Web sites, and through face-to-face interactions. Whether they systematically capture and use this information can affect many aspects of their business, including the quality of future interactions.
Enterprise feedback management (EFM), a new solution from SPSS Inc., provides your organization with an ongoing means of incorporating regular customer insight into your business operations. EFM is not an occasional survey. Rather, it is a centralized system for continually collecting, managing, and using customer feedback throughout your organization. It enables you to fully engage with your current or prospective customers through targeted feedback programs or by asking questions during naturally occurring events. You can then use the resulting insights throughout your enterprise to drive business improvement.
Customer feedback can include the opinions, attitudes, and preferences of your customers, employees, business partners, and others. SPSS’ EFM solution uniquely enables organizations to integrate customer feedback data—a key corporate asset—with your transaction data and customer information. It puts data at the heart of the predictive enterprise so that you gain a more accurate, complete understanding of customer preferences, motivations, and intentions.
With an EFM solution from SPSS, your organization can:
- Optimize business processes and take action in a timely manner
- Promote better and more valuable customer interactions across multiple channels
- Centralize the management of your customer feedback initiatives, while saving money, and enabling integration with other systems and applications.
Our EFM solution takes advantage of SPSS’ 38-year experience in survey research. It expands survey tools and technologies to unify survey activities, integrate them with other information, and enable your organization to provide decision makers at all levels with a rich source of continuous insight that they can quickly act upon.