What is EFM

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(No Transcript)
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What is EFM?

• An enterprise Feedback Management solution is
  an organizational system that enables collection,
  management and analysis of feedback from people,
  in order to improve organizational
  decision-making processes

Esteban Kolsky, Senior Research Director
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CRM Limitations

• "...After spending hundreds of millions of
  dollars, in implementing CRM, I promise you,
  there's not a single CRM implementation today
  that can tell you what the customer really
  wants..."

Esteban Kolsky, Senior Research Director
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A Customer calls to get a service
Calling
Customer
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A Case is documented into CRM
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The call is handled and the case is resolved
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An event is triggered by the CRM
and processed by CSD
Filtering
Selection
Sampling
Processing
Feedback
Customer
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A Customer Fills In the Feedback
Customer
Feedback Form

• Branded
• Personalized
• Multi-lingual
• Conditioned
• Simple

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The Feedback is processed by the CSD and
aggregated data uploaded to CRM
Unsatisfied Customer Alert
       - ???????? ????? Processing,
?-Calculating       - ??????? ??????? Send to
CRM ????? ??? ???? ???? ?-CRM ?? ??????Feedback
Reply
Manager
Reply
Processing
Monitoring
Calculating
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A Feedback Reply Appears in the CRM
Feedback Reply
Manager
Calculated Measures
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It is possible to see the feedback form
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Reports are available from the CRM
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Process Overview
Customer
An event is processed by CSD
A Case is documented into CRM
A Customer calls to get a service
Customer
A Customer Fills In the Feedback
Feedback
The Feedback is processed by the CSD
A Feedback Reply Appears in the CRM