Enterprise Feedback Management [EFM]

Clicktools for AppExchange is the only On Demand Enterprise Feedback Managment solution tightly integrated with Salesforce.com. That means we don't only understand feedback, we understand CRM. Most importantly, we understand how EFM and CRM fit together. Some examples of how you could integrate EFM and Salesforce include:

	Net Promoter® Net Promoter asks customers how willing they are to recommend you to a friend or colleague. Based on responses, you can calculate your "Net Promoter Score". Clicktools has developed custom objects, reports and dashboards for organisations wishing to integrate the NPS approach with Salesforce. [Net Promoter is a registered trademark of Fred Reichheld, Bain & Company and Satmetrix Systems, Inc.]
	Customer Satisfaction You wouldn't look at your organization financial results once every 12 months, so it's a mystery to us why so many organizations only ask their customers for feedback once a year. Integrating CRM with feedback enables you to advance from a time based feedback approach (e.g. yearly surveys) to an event-based program. Capturing feedback at key points in your lifecycle helps you to understand weak and strong points in your customer experience and prioritize improvements that will most positively impact advocacy, loyalty and profitability.
	New Customer Insight A great time to collect feedback is a couple of months after someone has become a customer. Insights at the start of a relationship can play a vital role in improving initial implementations and increasing customer renewals.
	Win/Loss Another standard survey collection point is once an opportunity is won or lost. Why did you lose a job or, perhaps more importantly, why you won one can help you to understand and improve your proposition and selling process.
Additional EFM Resources  Amicas Inc. case study Nielsen BuzzMetrics case study Net Promoter Webinar Get It Now - Net Promoter AppExchange add-in