Enterprise Feedback Management

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A term originated by Perseus Development (Now Vovici) and later adopted by Esteban Kolsky of the Gartner Group in early 2005, Enterprise Feedback Management (EFM) is a class of software that enables centralized deployment and management of all feedback operations throughout an enterprise/organization. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns. EFM consists of data collection, analysis and reporting.

EFM is typically supported by software or software services 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.