Customer Feedback Management
Aberdeen Group Research Report - July 2008
The Aberdeen Group has completed a research benchmark report providing a comprehensive look into the best practices of Customer Feedback Management. Aberdeen examined the use, results, experiences, and intentions of more than 300 diverse enterprises to create a roadmap for companies who are considering using customer feedback management technologies to increase revenues and market share.
The report is comprehensive in that it evaluates the EFM (enterprise feedback management) process that helps a company understand its relationships with customers, employees, partners, suppliers, and others. It provides insights from a variety of companies using EFM, provides real-world examples from defined market segments, and shows how those companies use feedback management to better achieve their customer service goals. Among the important findings:
- Best-in-Class companies are 8 times more likely than Laggards to increase customer satisfaction.
- Best-in-Class companies are 26 times more likely than Laggards to increase customer retention.
Mindshare Technologies' business monitoring tools help companies improve operational excellence and minimize customer attrition through personal customer involvement. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive enterprise reporting. With Mindshare, companies can determine the type of information they collect, who can access it, and how it's reported. As a hosted system, Mindshare is affordable and flexible, with surveys and reports tailored to fit individual needs. The reports are web-accessible 24/7 or by timed email delivery. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations. For information, visit www.mshare.net.
