Key Attributes of Customer Feedback Management platforms
CFM platforms are designed to support Voice of the Customer programs through four key functions:
- Listening: What are customers saying about our brand across all channels?
- Interpreting: Using smart Data Analytics (aka Customer Analytics) to make actionable sense of the information collected.
- Acting: Using the collected and interpreted information to develop and execute appropriate actions to drive change.
- Monitoring: What is my NPS/CSAT? Are the improvements in CX driving the right outcomes (profitability, revenue, longevity etc)