As you assess your need for an Enterprise Feedback Management platform, make sure your decision is grounded in favorable ROI assumptions and ask yourself how this tool will be integrated into your Customer Experience Management (CEM) initiatives.

Download our latest paper, The Role of Enterprise Feedback Management Platforms in CEM Programs, for additional insights that can help you decide if the time to invest is now. 

Bottom Line
Organizations committed to CEM must, at a minimum, be able to quantify how the EFM and organization-wide CEM program will improve customer and asset retention levels, share-of-wallet gains and other key business metrics, and show how those gains compare with the investments required to implement.

For a company that commits to differentiating itself from competitors through strong customer service as a core part of its business strategy, the performance of a CEM program supported by its underlying EFM platform could emerge as a key driver of corporate results.