Enterprise Feedback Management
From Wikipedia, the free encyclopedia
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. 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 projects that 40 percent of total feedback system deployments will be done through EFM solutions by 2008.[3]
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[edit] 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.
[edit] 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 |
|---|---|
| Perseus (now Vovici) | 25 May 2004[5] |
| DatStat | 6 June 2005[6] |
| Inquisite | 27 June 2005[7] |
| SPSS Inc. | 3 August 2005[8] |
| Mindshare Technologies | 18 April 2004[9] |
| FIRM (now Confirmit) | 8 March 2006[10] |
| Allegiance | 3 May 2006[11] |
| Enetrix | 8 May 2006[12] |
| Satmetrix | 16 May 2006[13] |
| RightNow Technologies | 7 September 2006[14] |
| Data Illusion | 11 January 2007[15] |
| KeySurvey (now WorldAPP) | 26 February 2007[16] |
| Clicktools | 24 April 2007[17] |
| Kinetic Data | 17 July 2007[18] |
| CustomerSat (now MarketTools) | 25 September 2007[19] |
| Medallia | 23 October 2007[20] |
| Interview SA | 13 February 2008[21] |
| Invoke Solutions | 11 March 2008[22] |
| Qualtrics | 12 March 2008[23] |
| Fizzback | 5 August 2008[24] |
| DataCycles | NA[25] |
| Kinesis Survey Technologies | NA |
| myK (myKnowledge) | NA[26] |
| QuestBack | NA |
| Ransys | NA |
| ResponseTek Networks Corp. | NA |
| Surveynomics | 28 June 2008[27] |
| TalkFreely | NA |
SAP has an "unproven" offering in enterprise feedback management.[28]
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."[29]
The EFM market grew 60% to 70% in 2005 and 2006.[30]
[edit] See also
- Customer engagement
- Business intelligence
- Customers
- Customer Intelligence
- Customer relationship management
- Customer satisfaction
- Enterprise relationship management (ERM)
[edit] 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
- ^ Perseus Fills in the Blank with the Survey Industry's First Enterprise Feedback Management System. | Business Wire (May, 2004)
- ^ 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)
- ^ CONNECT facilitates customer service feedback
- ^ Oracle(R) Database 10g Standard Edition One Attracts Large Following of SMBs Looking for Secure, Reliable, Cost-Effective Database Software. | PR Newswire (May, 2006)
- ^ 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_0286-29193861_ITM
- ^ [www.accessmylibrary.com/premium/0286/0286-31859670.html]
- ^ http://www.accessmylibrary.com/coms2/summary_0286-30823980_ITM
- ^ 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
- ^ Invoke Solutions Receives $7 MM in Funding | Reuters
- ^ Are Enough Americans Exercising Their Right to Vote? Most Don't Think So
- ^ Retail Technology Newscast
- ^ Renewable Resource Plan UAC Report
- ^ myKnowledge review in "Ufficio Acquisti" magazine
- ^ Enterprise Apps: Surveynomics Broaden Insights with Loyalty EFM Complete
- ^ 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...
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