Feedback Mountain

Beasty, Colin
February 2007
CRM Magazine;Feb2007, Vol. 11 Issue 2, p28
Trade Publication
The article argues that enterprise feedback management systems are replacing traditional surveying tools as firms seek a centralized surveying framework that leverages all data. It is important that business enterprises focus questions in the data that they are looking for. It would be inefficient if firms ask customers several irrelevant questions once they get the chance to communicate with their consumers through the phone or on the Web.


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