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wuming321 8 months ago
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I recently returned from the Gartner Customer Relationship Management (CRM) conference in London. While there Cheap New York Yankees Hats , I was encouraged to hear about the growth of the Enterprise Feedback Management (EFM) market. It seems that the EFM market, in conjunction with CRM and Customer Experience Management (CEM) has been growing, despite the economic climate, at a rate of about 20% in 2008 and is projected to hold the same in 2009.

We certainly have the same optimistic view for the industry. The root cause of growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. EFM promises to efficiently bring the voice of the customer from across the enterprise closer to executives who need to make critical decisions. Listening to customers today certainly makes it easier to find a winning balance between products and services created and marketed Cheap New York Yankees Hoodies , and those that customers are willing to buy. And customer retention improves when companies listen and respond to feedback.

There is more talk this year about feedback programs and not just survey programs. The inclusion of both explicit and implicit (solicited and unsolicited) is gaining visibility. Social networking is driving the implicit portion. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.

According to Gartner, the top 3 reasons that companies are choosing EFM today are:
1. The importance of improving the customer experience has risen to the board level
2. The number of channels through which feedback can be collected has risen (Web, email, IVR Cheap New York Yankees Shirts , SMS, etc.)
3. The number of users and departments using feedback has grown

Gartner says there are two newer areas of feedback to consider adopting in a comprehensive feedback program: operations and behavioral. Operational means gleaning feedback from already-installed operational systems like IVR, email response and web analytics. These systems already touch the customer thousands of times a day, and can be used to gather feedback or for right-time marketing. Behavioral means the implied feedback customers give by their actions.

I believe the next big step for VOC programs will lie within the analytical side. Collecting data through surveys Cheap New York Yankees Jerseys , comments and other means (through the means that customers decide) is going to be required by any serious solution. But using the data to create insights is critical. What is the current sentiment of customers, and what should be done about it? Are all comments being managed and responded to quickly to create a positive customer experience? How is the EFM data being fused with CRM and CEM data to create a holistic real-time customer view? Once these questions can be answered with positive solutions, solutions elevate to the next level. I know our product teams are working hard on these ideas now. The future is certainly exciting for vendors, companies and the customer.

Author's Resource Box

Terence Fugazzi is the VP of Demand Marketing at Allegiance (http: ). His company provides Enterprise Feedback Management (EFM) solutions that help organizations grow and increase profitability through improved customer and employee loyalty and engagement.

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Rome has 634 churches and an enormous amount of monuments and art galleries. This incredible heritage accumulated along the centuries and it's very hard to be visited in few days.
Therefore Cheap Luis Severino Jersey , since a couple of years more people is coming to Rome less from its airports and more through its port, which is located in the ancient portual city of Civitavecchia, one and half hour far from Rome with a minibus transportation.

This important port of the central part of Italy is becoming a hub with more ships arriving at its docks carrying around 6.000 passengers all at once early in the morning.
Because of these changes in the way of approaching to the eternal city, it's very difficult to make a choice of the places to see.
At the beginning of 2007 the Vatican started to make difficulties for the individuals to enter the Sistine chapel Cheap Aaron Hicks Jersey , because its management prefers to give priority to the organized groups first from 8.00 to 10.00 in the morning. This decision would have never been a problem if the most important museum of Rome would have opened for more hours, but unfortunately the opening hours of the Vatican museums are still the same with a closing time that is at 3.30 pm from Monday to Friday.

The experience and the last events suggest always to find alternative paths in order to enjoy the treasures of Rome that are not only limited to the visit of the Vatican.

For example, a deep and comprehensive tour of ancient Rome during the summer time with a minibus is a marvelous way to understand the origins of the western civilization. In fact driving across the Seven Hills of Rome, from the Aventine hill Cheap David Robertson Jersey , people can understand how Romulus became the first king of Rome and the importance of the Palatine hill in which he saw the 12 eagles sent to him from Jupiter. But between the Palatine Hill and the Aventine the Etruscan kings of Rome built the biggest stadium in the ancient world with a capacity of spectators five times more than the Colosseum: the circus maximus, used to perform the chariot races competitions.

And few people know that having a limousine at disposal for the day tour of Rome, from the Circus maximus takes only 5 minutes to reach the queen of the roads, the Appian way Cheap Austin Romine Jersey , which was built by the Romans in 312 BC to bring the Romans to the Samnites lands until Capua, which is not far from the famous city of Pompeii.
If you say Appian Way, you have to say catacombs too, because these two archaeological areas are connecte. Jerseys Cheap   NHL Jerseys China   NFL Jerseys China   College Jerseys From China   NBA Jerseys Wholesale   Soccer Jerseys Online   College Jerseys From China   MLB Jerseys Online   NHL Hockey Jerseys Cheap   NFL Football Jerseys Cheap 

lisa.whipple 8 months ago
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