Enterprise Feedback Management

Bringing ALL important feedback together

Enterprise Feedback Management (EFM) is a term used to describe a company's goal of consolidating and managing feedback from all sources. EFM can help you understand your relationships with customers, employees, partners, suppliers, and others, regarding key issues and concerns. It is often used in conjunction with, or as a part of, a company's Balanced Scorecard and its Customer Relationship Management (CRM) system. As with many enterprise buzzwords, the promise of a "perfect EFM" process has jumped ahead of most companies' ability to actually pull it off. We present a more reasonable scenario.

Our experience with hundreds of clients across over 25 industries leads us to believe that the best practice approach to creating a great EFM solution is to build incrementally toward EFM as an ultimate goal. That way, as your company's EFM processes mature, you are able to adopt more and more of Mindshare's leading-edge EFM technology. This avoids the problems that many companies had in succesfully rolling out other enterprise software solutions in the past. Achievable initial steps should include: (1) The consolidation of operations feedback, from all sources, into a single, integrated reporting structure, and (2) The routine administration and integration of employee satisfaction surveys.

Step 1 - Begin consolidating all customer feedback sources, using Mindshare:
An overly-simplified example of step (1) is shown below. Customer feedback from retail units is combined with company website feedback, online services feedback, and central call center feedback. In the example shown, customer feedback is also integrated with feedback from internal audits, and 3rd party "mystery shops," to provide a more complete picture. Mindshare's purpose-built technology and reporting facilitates easy integration of feedback from all sources. (This initial level of integration is actually what many other vendors define as EFM..)

Step 2 - Begin integrating employee satisfaction surveys, using Mindshare:
The next logical step toward EFM is to make sure that employee feedback is solicited routinely and more frequently than once a year. Employee feedback is then integrated with customer feedback to provide a more holistic view of the company. Ongoing analysis of linkages between employee satisfaction and customer loyalty is initiated.

Step(s) 3+ More advanced EFM
Once the company has these basic processes in place (steps 1 and 2) then Mindshare will work with you to add additional inputs (such as integrating transactional and financial data), more robust diagnostics (such as predictive analytics), and accountability and follow-up tools. EFM is not a "thing" or a "system," it is a management process.