Trends Report

Customer Service Organizations Leverage Enterprise Feedback Management For Success

Customer Experience Professionals' Introduction To Enterprise Feedback Management Vendors

May 24th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst

Summary

Customers know what good service is, and demand it from each interaction they have. More often than not, they are disappointed — and are quick to voice this disappointment. Customer service organizations are starting to use enterprise feedback management platforms to help capture solicited and unsolicited feedback that they can use to evolve their products and services in line with customer demand. This report summarizes key capabilities that business process professionals supporting customer service organizations should be aware of when selecting and partnering with an enterprise feedback management vendor to enhance customer satisfaction.

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