“A global and more realistic vision of the market”By collecting behavioural data and adopting an ecosystem driven policy, companies are beginning to explore new relational dynamics.

• Co-creation : the customers need to be implicated during the conception, production and promotion phases of value. The aim is to bring customers to generate ideas and create value.
• CEM (Customer Experience Management) : The CEM practice is issued from CRM that aims to collect, centralize and analyse – structured or non-structured) customer feedback. The objective is to understand customer needs and behaviour.
• EFM (Enterprise Feedback Management) : EFM includes : customer, supplier, partner feedback collecting, data management (storage, analysis, distribution, implementation).
  

The goal is to better understand needs, attitudes, and behaviour of the different players.

These dynamics set the company’s environment and more specifically its customers are the heart of the strategy. They deliver a global and realistic vision of the market and create a common language for all types of feedback.

Thanks to the collected data, companies will therefore be able to easily identify what specific parameters trigger sales and what elements differentiate companies from their competitors. Therefore, companies will better direct their development strategy in accordance with customer expectations.

"91% of companies will invest more on CEM projects in 2008A 2008 Forrester Group study carried out on 287 decision-makers of the Fortune 500 reveals that 91% of the responding companies were planning to invest further on CEM projects in 2008. Up to this day, only 12% of the same companies have admitted carrying out different actions in order to improve customer experience.

Feedback & Co has been created to facilitate the setup of the actions:

• Implicate customers:

• By integrating their expectations and needs,
• By controlling project lifecycles,
• By collecting their experience via all modes of existing methods of data collecting (face to face, web and phone).

• Integrate VOC (Voice Of the Customer) to business:

• By accessing to information on a real time basis,
• By analyzing information to obtain a measurable return,
• By spreading the right information to the right person at the right time.

• Improve business:

• By using process management tools to assign tasks and react quickly and efficiently,
• By aggregating feedbacks, transactional data to establish trends, to definitely remedy to problems, retain customers and attract new customers, increase profitability.