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For Customer Experience Professionals

Customer Experience Professionals' Introduction To Enterprise Feedback Management Vendors

March 1, 2011

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Authors

  • By Andrew McInnes
  • with Roxana Strohmenger,
  • Elizabeth Boehm,
  • Shelby Catino,
  • Erica Sorensen

Why Read This Report

Operating a comprehensive voice of the customer program involves complex challenges, such as collecting customer feedback across channels and tailoring reports for diverse internal audiences. Enterprise feedback management vendors simplify these processes by giving customer experience professionals a central system for feedback collection, analysis, and reporting. The enterprise feedback management space is currently crowded and evolving. To make sense of it, customer experience professionals should focus on a few key differentiators, such as unsolicited feedback collection, unstructured data analysis, and professional services. Once oriented, they should collaborate with their market insight partners to assess their enterprise feedback management needs. But firms shouldn't get too comfortable with the enterprise feedback management market as it is today. Forrester sees major shifts on the horizon as technology giants enter the market and enterprise feedback management blends with customer and business intelligence.

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Table of Contents

  • Capitalizing On The Voice Of The Customer Involves Complex Challenges
  • Enterprise Feedback Management Vendors Simplify VoC Processes
  • RECOMMENDATIONS

  • Work With The Market Insight Team To Assess Your EFM Needs
  • WHAT IT MEANS

  • There's A Bigger Wave Of Market Evolution On The Horizon
  • Supplemental Material
  • Related Research Documents

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