Best Practice Report

Four Questions CX Pros Should Ask When Evaluating CFM Partners

CX Pros Need To Ask Tough Questions Internally Before Talking To Potential Providers

January 5th, 2023
Colleen Fazio, Senior Analyst
Colleen Fazio Senior Analyst
With contributors:
Rick Parrish , Boris Evelson , Daniel Portillo , Shayna Neuburg

Summary

Customer feedback management (CFM) solution providers offer a wide variety of capabilities for customer feedback, customer experience (CX) measurement, analytics, alerts, and reporting. In this mature market, buyers often struggle to differentiate between providers. Finding a provider that is truly a partner requires CX pros to do more than evaluate features and functions. Buyers also need to ask some questions internally to ensure alignment on goals and strategy. We drew from research and client inquiries to outline the top four questions CX pros should ask — both of themselves and of potential providers — during the selection process.

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