Gartner Research indicates that ...
Listen and Act
Keep it simple and effective
Having the ability to seek, capture and then use feedback is essential for any modern business seeking to grow and develop long term relationships. Unfortunately the majority of businesses today fail to deploy an effective feedback solution.
Business generally focus on mechanisms that tell (inform), but have very little capability to ask and listen; most CRM solutions falling into that category.
Businesses often consider that having a web site (including a web form), sending an email newsletter, or making a telesales call is enough. Even having an account manager can often fall short of finding out what your customer really thinks, because they are all geared around selling/telling.
What about listening?
It is not exactly rocket science, is it? Well, without the right platform in place, it might as well be!
Listening to the customer means having the ability to ask questions at the right time, manage and collate the responses, analyse and report, distribute and share, and last but not least, to act. In acting the business will increase their opportunity to sell more and build stronger customer relations. Simple but true.
Our Enterprise Feedback Management solutions can have:
Call us to find out more or to discuss a pilot activity.
