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Enterprise Feedback Management

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Promote Better Customer Interactions across Multiple Channels

Your organization may already collect feedback from internal and external customers through multiple channels, such as online and through your call centers, the mail, and in-person conversations. But you may not be optimizing your use of this valuable customer feedback to boost your organization’s bottom line.

An enterprise feedback management (EFM) solution from SPSS consolidates your customer relationship management (CRM) and market research data across multiple channels, enabling your organization to fully engage with both your current and prospective customers. By systematically collecting the opinions, attitudes, and preferences of your customers, you can:

For example, a well-known bank recently decided that it needed to increase customer mortgage retention rates, as well as create additional up-sell and cross-sell opportunities. Previously, the bank manually tracked customer feedback, and occasionally outsourced tracking to various companies. In order to meet its new goal, the bank needed an automated EFM solution that would enable it to better understand customers’ behavioral, transactional, and attitudinal data.

The bank chose SPSS’ EFM solution because it employs automated processes that enable the continuous collection of customer feedback across multiple channels. Now it can detect which customers are likely to churn and quickly respond—increasing the likelihood of retaining these customers.

By driving better customer interactions through your existing systems and channels, EFM can help your organization experience previously unobtainable ROI.

Learn more about predictive analytics and how combining it with an EFM solution can make your organization more successful.

Read customer stories and white papers describing how SPSS solutions can help your company more effectively promote valuable customer interactions across multiple channels.