Enterprise Feedback Management

Enterprise Feedback Management (EFM) provides your organization with a means to incorporate customer insight into your business operations regularly and continually.

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IBM SPSS Data Collection for Enterprise Feedback Management

IBM SPSS Data Collection for Enterprise Feedback Management

Enterprise Feedback Management (EFM) is a system for centralizing the collection, management, and use of feedback throughout your organization. It enables you to fully engage with people through targeted feedback programs or by asking questions during naturally occurring interactions. Through EFM, you can deliver insights to guide planning and improve processes.

Maximize Customer Insight Throughout Your Organization

Organizations have many opportunities to collect feedback during customer interactions. For example, face-to-face conversations, phone calls, Web site behavior, or online chat—all potentially provide insight into customer preferences, attitudes, and opinions. Capturing and using this information can affect many aspects of your business, including the quality of future customer interactions.

Feedback can include the opinions, attitudes, and preferences of your customers, employees, and business partners. EFM solutions from SPSS, an IBM Company, enable organizations to integrate this data with transaction data and customer information so that you gain a more accurate, complete understanding of customer preferences, motivations, and intentions.

With EFM, your organization can:

Optimize Business Processes to Improve Results

An enterprise feedback management (EFM) solution from SPSS Inc. enables your organization to develop a deep and widespread understanding of the opinions, attitudes, and preferences of your internal and external customers.

With this understanding, you can optimize business processes—ensuring that you profit from new opportunities and effectively fend off competitive threats. You can use EFM to:

  • Efficiently develop products that your customers are more likely to buy
  • Improve the quality and timeliness of the services you deliver
  • Obtain valuable ideas for improving processes
  • Strengthen employee loyalty and morale

Promote Better Customer Interactions across Multiple Channels

Your organization may already collect feedback through multiple channels, but you may not be optimizing your use of it to boost your organization’s bottom line.

EFM consolidates your customer relationship management (CRM) and market research data, enabling your organization to fully engage with both current and prospective customers. It enables you to:

  • Acquire customer feedback efficiently, and through many different touchpoints
  • Improve the quality and value of customer interactions while limiting incremental costs
  • Reduce feedback cycles so that appropriate action can be taken in a timely manner
  • Increase customer acquisition, retention, and cross-sell and up-sell opportunities
  • Enhance customer satisfaction

By driving better customer interactions through your existing systems and channels, EFM can help your organization experience previously unobtainable ROI.

Centralize the Management of Feedback Initiatives

How does your organization manage and use the crucial feedback it collects? Most organizations store customer feedback in various systems across different departments. This makes it difficult to get a complete view of the data, which limits your ability to gain insights that can be used to improve business processes.

EFM provides a centralized system for gathering and managing all of the feedback you collect, regardless of channel. By consolidating feedback, you can:

  • Save money through integration with your other database management systems and operational systems
  • Comply with privacy regulations
  • Enhance employee recruitment and retention efforts
  • Monitor the effectiveness of internal services and programs

By centralizing the management of feedback initiatives, EFM can boost your organization’s operational efficiency and radically reduce costs.

Four Steps to Maximizing Customer Insight


Four Steps to Maximizing Customer Insight

For business managers and executives, this white paper describes the four steps involved in deploying an enterprise feedback management (EFM) solution.

Let Customer Feedback Do the Driving


Let Customer Feedback Do the Driving

A roadmap to improving, using, and taking action on the velocity and volume of customer-driven innovation within the enterprise.

Maximize Customer Insight to Achieve Your Goals


Maximize Customer Insight to Achieve Your Goals

This paper defines EFM and details the benefits it offers, and then describes several business problems that organizations are already addressing through the use of EFM.

IBM SPSS Data Collection for Business

The IBM SPSS Data Collection suite of survey research products empowers you to capture customer input across multiple touch-points and broadcast the “voice of the customer” throughout your organization.

Gartner Research's Discussion of EFM

Ed Thompson, VP Distinguished Analyst at Gartner, and Jamie Corriveau, Director of Product Marketing at SPSS, discuss Enterprise Feedback Management (EFM). This video also includes Dennis Gonier, CEO at TARP Worldwide explaining how his company uses SPSS Inc.’s EFM solution.


  • Hardware: IBM® System i5™ iSeries™
  • Operating System:
    • IBM i5/OS® Version 5, Release 3 (V5R3) or Release 4 (V5R4) with the latest cumulative PTF package and group PTFs
    • Java™ Developer Kit (JDK) 1.5 (5722JV1, Option 7)
    • Latest DB2 Group PTF, Hiper Group PTFs, Java Group PTFs for JDK 1.5
    • PASE (5722SS1, Option 33)
    • QShell Interpreter
  • Disk space: 500MB for ShowCase components plus 300MB temporary disk space during installation


  • Hardware: IBM-compatible PC
  • Operating system: Microsoft® Windows® Vista Business or Enterprise Edition or XP Professional or 2000 Professional with Service Pack 3
  • Microprocessor: Intel® Pentium® processor operating at 1.8 GHz or higher or the minimum speed required by your operating system
  • Memory: 512MB in addition to the minimum required by your operating system
  • Disk space: At least 200MB for installation of ShowCase Suite components
  • Spreadsheet software for add-ins: Microsoft Excel® 2000, Excel 2002, Excel 2003, or Excel 2007; Lotus® SmartSuite® Millennium Edition, version 9.8 or 9.6

ShowCase Suite Training

Harness the power of predictive analytics by enrolling in a training program from SPSS Inc. You have three options to choose from:

  • Self-paced e-learning: a flexible program with the freedom to learn on your schedule (WBT)
  • Live e-learning: train online and in real time with an SPSS instructor (i-WBT)
  • Live instructor training: group or individual one-on-one sessions available (Live)

ShowCase Reporting Training Courses

  • ShowCase Operational Reporting
    This one-day course introduces you to the major steps of the data mining process. The course goal is for you to be able to begin planning or evaluate your firm's current plan for data mining.
  • ShowCase Report Writer
    Learn how to use Report Writer, a data presentation tool that utilizes Query for data retrieval.

IBM SPSS Query Training Courses

  • IBM SPSS Query
    The course provides comprehensive end user training for IBM SPSS Query—from basic query building to ways in which queries can be run.
  • ShowCase Advanced Query
    This class begins with a discussion of the ShowCase Suite environment and the connectivity required for accessing a database on the IBM® System i5™ (iSeries™) platform.

ShowCase Warehouse Training Courses

  • ShowCase Warehouse Manager
    This class provides comprehensive technical training on the Warehouse Manager product and on the Data Views function in Query.
  • ShowCase Warehouse Builder
    For IT professionals using Warehouse Builder, this course emphasizes the creation of data distribution definitions and the creation and execution of distribution sets for building a relational data warehouse.

Need more help?

Contact a sales support specialist at 800.543.2185 or via the web.

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