Enterprise Feedback Management (EFM) is an enterprise-wide and centrally panel managed system of processes and survey software allowing data collection, authoring, statistical analysis and reporting. Enterprise Feedback Management involves a workflow process ensuring quality surveys consistently administered with assured privacy through IT security policies. EFM’s purpose is to facilitate communication and dialog between the enterprise and employees, customers, and business partners to address key issues and concerns; potentially, this can make possible real time customer interventions.
Without EFM, surveys are conducted within segments of an enterprise but are often not enterprise-wide. Ideally, EFMs examine customers holistically and enable organizations to better respond to customer needs. Users are allowed to author surveys; but before being published and distributed, other users have opportunities to examine and approve them. This workflow is meant to assure consistent survey quality and address privacy and security concerns. EFM applications and their created surveys vary widely depending on the department or division within the enterprise, e.g. IT, human resources, sales or marketing. However, departments can collaborate on results and share insights on survey design and effectiveness. This includes the creation of business rules, i.e. which data is distributed where and to whom, and which issues within the customer / company/ business partner relationships should be addressed. EFM applications are often integrated with CRM (customer relationship management) systems as well as HRIS (human resource management systems) systems and web portals.
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