Enterprise Feedback Management
From Wikipedia, the free encyclopedia
Enterprise Feedback Management (EFM) is a software or software service for collecting and managing feedback from customers or employees. There are two main types: traditional online survey software that solicits inputs to pre-defined questions, and new web 2.0 two-way communication and community platform that solicits open-ended feedback and ideas from customers and have the customer community collectively rank the feedback and ideas.
Both types support advanced survey design with CRM integration and advanced reporting with statistical analysis, centralized panel management.
Survey software may provide a workflow process that provides a means for organizations to ensure consistent survey quality and enforce respondent privacy and IT security policies.
Web 2.0 based platforms may also incorporate natural language processing to organize, rank and tag the contents, and discover emerging topics and trends.
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, react and anticipate to the needs of their key stakeholders.
Enterprise Feedback Management is helping organizations obtain and rank feedback, providing a means for customers to drive product management.
[edit] Historical Information
- The term Enterprise Feedback Management (EFM) was coined in 2004 by Perseus Development Corporation which disclaims any trademark status, and was later adopted by the Gartner Group.
