{"id":37046,"date":"2021-11-04T21:23:26","date_gmt":"2021-11-04T21:23:26","guid":{"rendered":"https:\/\/inmoment.com\/xi-terms\/enterprise-feedback-management-efm\/"},"modified":"2024-08-19T13:26:13","modified_gmt":"2024-08-19T19:26:13","slug":"enterprise-feedback-management-efm","status":"publish","type":"glossary-terms","link":"https:\/\/inmoment.com\/en-gb\/xi-terms\/enterprise-feedback-management-efm\/","title":{"rendered":"Enterprise Feedback Management (EFM)"},"content":{"rendered":"

Enterprise Feedback Management (EFM) <\/span>makes survey data readily accessible and actionable to a company\u2019s employees\u2014from the front line to the C-suite.<\/p>\n

Enterprise feedback management is similar to customer experience management (CXM), but whereas EFM focuses just on dealing with customer feedback, CXM uses all aspects of a customer\u2019s experience, from feedback to transactional data to retention rates. Both can be used at the enterprise level to enact productive change.<\/p>\n

Enterprise feedback management can also be confused with customer relationship management (CRM). EFM is focused on the customer\u2019s relationship with the company. CRM focuses on the company\u2019s relationship with the customer. CRM programs are designed to help company leaders understand, anticipate, and respond to the needs of a company when working with and growing their customer base. Voice of the customer (VoC)<\/a>, case management, and service recovery are three tools that fall into the toolboxes of both EFM and CXM.<\/p>\n

EFM tools are not just pieces of evaluation software\u2014it\u2019s a way of doing business that goes hand-in-hand with a customer-centric culture. The implementation of creating this type of culture requires a demonstrated commitment of leadership, resources, and processes. The following elements are the main tactical levers you should use to ensure that an EFM implementation is successful:<\/span><\/p>\n