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2005 Global Competition Means Global Cooperation A growing type of collaboration, in a sense, is enterprise feedback management (EFM), according to IT research firm Gartner Group. These are programs that are sometimes commercially packaged and sometimes custom-developed that not only let a company accept comments and views from customers, employees, stockholders, vendors or any other group, but distill what the company can learn and then integrate this information into corporate decisionmaking. The feedback may be answers to surveys, comments to customer service personnel or solicited views. Aon Reed Stenhouse is a Toronto-based insurance brokerage firm that begins a series of surveys and conversations with customers three to four months before they are due to renew policies. The discussions might be about customer needs, but could just as easily address perceived shortcomings about the company. "We can start to use this information to not only direct our service policies, but we also get to start thinking about product development," says marketing director David Cliche. A clear analysis of customer behavior can provide key insights. Dreyfus Service of New York, for example, has been "able to predict that the customer is going to exit three to six months before it actually happens and with accuracy of 80 to 85 percent," says executive vice president Prasanna Dhore. In short, getting feedback and acting on it closes the gap between executive decisions and needs in the marketplace. - in Chief Executive, December 2005 Perseus: Getting All the Answers Perseus Development Corp. enhances its survey software and launches Perseus SurveySolutions/EFM 1.4 Customer satisfaction is on many minds lately. That's one of the reasons Perseus has beefed up its enterprise Web survey application with the new Perseus SurveySolutions/EFM 1.4. The revamped enterprise feedback management (EFM) solution helps companies collect and analyze feedback from customers, employees, and business partners. The enhancements to the Perseus system follow reports of 350 percent annual growth for SurveySolutions/EFM. [. . .] Anida Carpenter, operations manager for customer research and business intelligence at Hughes Network Systems, has been working with Perseus systems since 2002. Frequent and consistent feedback about new products and services has kept the broadband satellite network company on track. Carpenter reported an increase in customer satisfaction scores of 40 percent since the enterprises first started using the Perseus enterprise system. Consistency in format, design, and ease of use can help get critical results even in a one-person shop in a large company, she said. - Barbara Brynko in Information Today, November 2005 Honda Centralizes its Survey Strategy Several departments conducting multiple surveys often leads to a torrent of disjointed data. To overcome that challenge Honda Motors USA deployed an online survey system that provides one output for multiple data analysis. [. . .] Last year Honda upgraded to an enterprise feedback management (EFM) tool offered by the Perseus Development Corp. as its primary means of accumulating survey responses from customers, then analyzing the data for its marketing, sales, and human resources teams. Multiple users can submit surveys into the centralized system, which are then deployed in a coordinated fashion. Additionally, instead of different departments wading through multiple data streams, there is one centralized data stream that various departments can access to analyze based on their respective needs. This has saved the company "significant" resources, according to [Honda Motors USA marketing analyst Barika] Croom. [. . .] Since implementing enterprise feedback management, Honda has gained a better understanding of how customers perceive the company's products and respond to brand marketing, according to Croom. "[EFM] is now the primary way of learning what our customers want," she says. - in 1to1 Magazine, November/December 2005 Dolphin Quest Uses Pocket PC Software to Get in Touch with Customers  At Dolphin Quest, customers have an experience they won't soon forget. They get to interact with dolphins in a pristine and enriched dolphin habitat at Dolphin Quest locations in Bermuda and Hawaii. To make sure that the dolphin experience lives up to - and exceeds - customers expectations, Dolphin Quest has always made customer feedback an important part of its programs and its organization. [. . .] However, the people at DQ realized that for organizations in the service and entertainment community - like Dolphin Quest - the timeliness of feedback is just as critical as the feedback itself. [. . .] As with most of the service and entertainment community, Dolphin Quest needs the results from customer surveys available immediately. [. . .] Not only did DQ want to get the best possible survey/feedback system in place; they also wanted it to have a cool technology twist. They analyzed the software available for handheld devices, and selected Perseus MobileSurvey. "Once we met the folks at Perseus, tested their product and talked to some of their customers, we knew this was the technology for us," said [DQ's Director of Sales and Marketing, Jason] Price. [. . .] Now, as soon as guests emerge from their swim in the dolphin habitat, they dry off and are handed a Dell Axim X5 so they can give their immediate impressions via a survey. [. . .] Dolphin Quest is able to gather trend data on customer perceptions of locations, programs, marketing efforts, and customer service levels. "The data is helping us communicate with our customers better and allowing us to modify our offerings to suit their desires," said Price. "Looking back, it seems like our previous survey process belonged in the dark ages. This system is bringing us into the 21st century." - in PocketPC Magazine, November 2005 Surveys: A Dying Breed? Enterprise feedback management (EFM) solutions are starting to replace surveys, according to a 2005 Gartner report. The study, "Make the Transition from Surveys to Enterprise Feedback Management," projects that 40 percent of total feedback system deployments will be done through EFM solutions by 2008. By 2010 independent survey vendors will cease to exist, having migrated to EFM platforms. "As the value of customer and employee feedback gains more importance among organizations, more enterprises are seeking ways to collect and analyze data," says Esteban Kolsky, senior research director at Gartner and author of the report. Gartner estimates that at least 10 percent of current feedback technology deployments involve EFM tools, and another 35 percent are considering adopting an EFM system in the near future. Among software providers leading the way, Kolsky cites Perseus Development, which in May released SurveySolutions/EFM, an enterprisewide Web-survey system. - in CRM Magazine, September 2005 Perseus Partners with the NCMA Perseus Development Corp. of Braintree is working with the National Center for Missing Adults to strengthen the national organization's information feedback process, Perseus officials said. The agency is using Perseus's SurveySolutions Enterprise to collect feedback from families to gauge how the center handles missing persons cases, said Eric Pachal, information systems program director at the center. - in The Boston Globe, March 2005 Bloggers vs. Murdoch's Mainstream Media Daniel Donahoo has already argued here in On Line Opinion that while some blogs are certainly having an impact, most publish guff and are abandoned shortly after they start. A Perseus survey found that just over two-thirds of blogs were declared "dead" after having no posts for two months, and 40 per cent of those were "one-day wonders". The reason for this is the part of the publishing equation that is rarely mentioned when the utopian vision of a ground-swell of media alternatives is thrown about - having something worthwhile to say. While Quiggin, Instapundit and the select few other well-known bloggers may well have plenty to say that is interesting, most do not, and even those who do usually rely on third-party sources for the raw data upon which they comment. They rarely publish anything that amounts to first-hand reporting or information. This is where Murdoch's global organisation has a huge advantage. - in On Line Opinion, April 2005 Teens Flock to Blogging Blogs and their technology cousins, social networking sites, are all the rage among young Internet users. About half of all blogs are authored by teenagers, according to a 2003 study by Perseus Development Corp.; and according to comScore Media Metrix, a majority of the top 15 sites visited by teens 17 and under in January 2005 were either blogs or social networking sites. - in MSNBC, April 2005 Taking Surveys to the Next Level Enterprises spend a significant amount of money every year on survey technologies, trying to figure out how to satisfy their customers, employees and partners. For organizations looking to collect data online, Web survey [systems] such as Inquisite Inc.'s Inquisite 6.5 and WebSurveyor Corp.'s WebSurveyor 5.0 fit the bill. But there are also organizations that wish to do more than collect data from survey respondents, and an increasing number of such companies are turning to solutions that build a workflow into data collection. Applications such as Perseus Development Corp.'s SurveySolutions/EFM (Enterprise Feedback Management) [. . .] let survey builders create forms or forms-driven applications that allow a survey to be routed around an organization in a particular order while allowing certain individuals or groups to access the information contained in those forms. - in eWeek, January 2005 Caterpillar Adopts New Survey Tool Caterpillar has begun using Perseus' SurveySolutions/ Enterprise Feedback Management (EFM), a centrally controlled, Web-enabled survey program. EFM gave Caterpillar secure surveys, user-friendly interfaces suitable for novice and advanced survey respondents, and multilingual support. - in BtoB Online, January 2005
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