Is enterprise feedback management outdated or soaring to new heights? Experts including Bruce Temkin and Esteban Kolsky debate.
- Enterprise. The focus of these efforts needs to be on the customer, not the enterprise.
- Feedback. The analysis needs to examine insight across a variety of inputs, not just feedback.
- Management. The value of these efforts comes from taking action, not from managing surveys.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.