Friday, May 08, 2009
Enterprise Feedback Management And Community Management
Enterprise Feedback Management is an integrated approach to the management of all forms of feedback available to an organization. Therefore, wether you reached the customer service through the website, a visit at the store or on the phone, enterprise feedback management will be able to qualify the quality of the interaction.
Media are becoming more and more complex. Therefore enterprise feedback management is a great component of a crm strategy since it analyses the interraction the company has with customers upon the media. A great feedback could drive changes in the multichannel strategy.
I believe that the new social media are becoming an actual medium, where customers can interact with the company. Therefore, it would be interesting for enterprise feedback management to analyse the interaction through this medium.
Hence, after an interaction with a community manager, the customer could be satisfied or experienced problems. I believe that enterprise feedback management companies could leverage this new medium to provide a greater service, analysing interraction within social media.
It would be pretty simple to implement such an initiative. That would imply creating a form where customers could share their experience and thoughts.
What do you think about it? Do you believe enterprise feedback management could become a part of community management?