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Enterprise feedback management — All you need to know is in the name

from By John Carroll

Leaders are constantly seeking new ways to drive customer centricity throughout their organizations. Time-starved customers are less and less willing to provide feedback in traditional ways. Venture capitalists are funding specialist software companies with hundreds of millions of dollars to address company and customer needs alike under the name of enterprise feedback management, or EFM. Yet even with this mounting popularity, confusion about what EFM is and how it is different from traditional customer research is hindering deployment and real business success. It's about time we simplify EFM for the sake of clarity. In fact, all you really need to know about EFM is in the name itself. more


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