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Enterprise feedback management (EFM) is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization. EFM systems typically provide different roles and permission levels for different types of users, such as novice survey authors, professional survey authors, survey reporters and translators. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns and potentially make customer-specific real time interventions. EFM consists of data collection, analysis and reporting. Modern EFM systems can track feedback from a variety of sources including customers, market research, social media, employees, vendors, partners and audits in a privatized or public manner.〔(【引用サイトリンク】title=Resources Archive - InMoment )〕 EFM systems can be applied by companies operating in different fields: e.g., systems provided by Clarabridge, Medallia, Netigate, Qualtrics and QuestBack are used by more than half of the Fortune 100 companies from business services, consumer goods, financial services, government and public services, healthcare, manufacturing, media and communication, non-profit and other associations, research and professional services, retail, technology, and travel, hospitality, and restaurants industries.〔(【引用サイトリンク】title=Online Survey Software Tools and Solutions - Qualtrics )〕 ==Background== The term ''Enterprise Feedback Management'' was coined by Perseus Development〔(【引用サイトリンク】title=Perseus SurveySolutions/EFM Hits the Ground Running with New Clients Including Caterpillar )〕 in 2004 and was first popularized in 2005 by Gartner. Their definition of it was "formal tools for data collection and output analysis". Prior to EFM, survey software was typically deployed in departments and lacked user roles, permissions and workflow. EFM enables deployment across the enterprise, providing decision makers with important data for increasing customer satisfaction, loyalty and lifetime value. EFM enables companies to look at customers "holistically" and to better respond to customer needs.〔(【引用サイトリンク】format=PDF )〕 Enterprise feedback management systems root from PA technologies. It is possible to infer about the PA that they represent a part of such a vast field of knowledge as Data Mining. The forecast of the current and future tendencies is based on the data already acquired. PA implies various types of modeling: clustering (cluster analysis), decision trees, regression analysis, artificial neural networks, text mining, hypothesis testing, etc. Predictive Analysis technologies are actually tools to transform data to information and then to knowledge. This transformation was partly described in the article ''As We May Think'' written by Vannevar Bush in 1945. EFM applications support complex survey design, with features such as question and page rotation, quota management and skip patterns and branching. The software typically offers advanced reporting with statistical analysis and centralized panel management. EFM applications are often integrated with external platforms, most typically with customer relationship management (CRM) systems but also with HRIS systems and generic web portals. Unlike low-end survey tools, EFM applications provides a workflow process with user roles and permissions, so that users may be able to author a survey but require another user to approve it before it is published. Such workflow ensures consistent survey quality and enforces respondent privacy and IT security policies. Applications of EFM vary widely from HR, IT, Marketing, Sales and continues to expand on its corporate implementation and scope. Departments within an organization can collaborate on feedback initiatives, sharing results and gaining insights that enable the organization to listen, learn and react to the needs of their stakeholders. A key part of the value of an EFM deployment is the development of the business rules (i.e. who needs to see what feedback info) and which parts of the customer / employee / partner facing process needs to be measured. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「enterprise feedback management」の詳細全文を読む スポンサード リンク
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