Customer Feedback Management (CFM) platforms are essentially software programs designed to capture and enable actioning of the ‘Voice of the Customer” programs.
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)