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I recently returned from the Gartner Customer Relationship Management (CRM) conference in London. While there Ben Bishop Salute to Service Jersey , 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, 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 Stephen Johns Salute to Service Jersey , 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, 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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Lagos located in the Algarve of Portugal Brett Ritchie Salute to Service Jersey , is a council of the district of Faro with thousands years of history, its importance increased during the period of the great portuguese maritime shippings of the century XV.

The Infant Dom Henrique, known as Infant of Sagres or the Navigator who lived in Lagos, commanded a lot of expeditions to conquests some cities in Morocco and to discovery the African coast, because it has a rich past in history.

Lagos has a vast cultural and architectonic patrimony,
the most important are the Regimental Grocery store, Castle of the Governors, Cultural Centre Esa Lindell Salute to Service Jersey , Convent of the Nuns, Stairways, Fortress Ponta da Bandeira, Homage to the Discoveries, Church of S. Antonio, Church of S. Sebastiao, Church of Santa Maria, Market of the Slaves Tyler Pitlick Salute to Service Jersey , Monument to the Portuguese Navigators, Museum of Lagos, Barracks, Carries of the City, Luis de Camoes square, Street of the Barroca, Street of the Zorra and so many others.

The statues of the Navigators Gil Eanes, Infant D. Henrique Devin Shore Salute to Service Jersey , and D. Sebastiao are some good points to visit.

The Municipal Museum Dr. Jose Formosinho is also one of the points of interest in Lagos, witch presents elements of archaeology of several times, there you can see examples of the important estate of regional and colonial ethnography, history, plastic arts and ornamental and sacred art, as well as an important collection of numismatic.

Lagos is rich in history and natural beauty.

Lagos is also a culture land, valorising the theatre, parties Mattias Janmark Salute to Service Jersey , popular music, concerts, coral groups, philharmonic bands, painting exhibitions and plastic arts, fairs, picture, sculpture Radek Faksa Salute to Service Jersey , films, dances and contests, but it is in summer that the most tourists goes to Lagos.

In the council are located several beaches of white sand and of involving dunes that invite you to rest and to seize the leisure time, examples of that are the beaches Meia-Praia, Cabanas Velhas, Batata, Luz, Dona Ana John Klingberg Salute to Service Jersey , Porto de Mos, Burgau, Camilo, Canavial e Pinhao.

The sea and the bay are the ideal place for the sports and the nautical leisure, as the wind-surf, canoeing, veils, dive and sport fishing.

The walks in the small boats of the fishermen or in sailing boats are unforgettable moments Dan Hamhuis Salute to Service Jersey , in an adventure that intends to discover grottos and bays.

The municipal district of Lagos composed by the freguesias of Barao de Sao Joao, Bensafrim, Luz, Odiaxere, Santa Maria e Sao Sebast.

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