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Enterprise Feedback Management (EFM) is an enterprise-wide and centrally panel managed system of processes and survey software that facilitates data collection, authoring, statistical analysis and reporting.
EFM 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.
Techopedia Explains Enterprise Feedback Management
Without EFM, surveys are conducted within segments of an enterprise but not often enterprise-wide. Ideally, EFMs examine customers holistically and allow organizations to better respond to customer needs.
Users are allowed to author surveys, but before being published and distributed, other users have the opportunity to examine and approve them. This workflow is meant to ensure 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, such as IT, human resources, sales or marketing. However, departments can collaborate on results and share insights on a survey’s design and effectiveness. This includes the creation of business rules, such as what data is distributed where and to whom, and which customer/company/business partner relationship issues should be addressed.
EFM applications are often integrated with customer relationship management (CRM), systems as well as human resource management systems (HRIS) systems and Web portals.
