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What is the best way to create a feedback loop with customers and stakeholders?

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Feedback loops are essential for customer relationship management (CRM) because they allow you to collect, analyze, and act on the input and opinions of your customers and stakeholders. By creating a feedback loop, you can improve your products, services, processes, and communication, and enhance customer satisfaction, loyalty, and retention. In this article, you will learn what are the best practices to create a feedback loop with customers and stakeholders, and how to use CRM tools to support your feedback loop strategy.

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?? Mandy Thompson ?????

CEO @Digital Reach Online Solutions | ?? Driving Growth by Aligning Teams, Tech, and Processes ?? | Nonprofit |…

1 Define your feedback goals

Before you ask for feedback, you need to have a clear idea of what you want to achieve with it. What are the main questions or challenges that you want to address? What are the key metrics or indicators that you want to measure or improve? How will you use the feedback to make decisions or changes? By defining your feedback goals, you can align them with your overall CRM strategy and objectives, and design your feedback loop accordingly.

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Shan K. Gamage

Driving Your Digital Success with Data-Driven Strategies
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I use two methods depending on the client: 1. Having a casual call with the client after the project. 2. Sending a form. But if you are going for the calls, you have to have your form ready and ask casual questions from the client like a chat. then you can fill out your CRM feedback form and analyze it every month.

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2 Choose your feedback methods

There are many ways to collect feedback from customers and stakeholders, such as surveys, interviews, focus groups, reviews, ratings, testimonials, social media, forums, blogs, emails, chatbots, or phone calls. Depending on your feedback goals, you need to choose the most appropriate and effective methods for your target audience and context. You also need to consider the frequency, timing, and format of your feedback requests, and make them as easy and convenient as possible for your customers and stakeholders to respond.

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?? Mandy Thompson ?????

CEO @Digital Reach Online Solutions | ?? Driving Growth by Aligning Teams, Tech, and Processes ?? | Nonprofit | Political | Medical | Higher Ed | SaaS
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Once you have defined your feedback methods, utilize your CRM to design a process that will assist your team in following that process. Automation can help you to request feedback and tailor requests based on CRM data, automate next-steps based on your feedback, and better report on the results of your feedback. Integrating the feedback collection, follow-on actions and reporting processes into your CRM will make it easier to keep the feedback loop going and ensure that no signal from a customer is missed.

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3 Analyze and prioritize your feedback

Once you have collected feedback, you need to analyze it and extract the most relevant and actionable insights. You can use CRM tools to help you sort, filter, categorize, and visualize your feedback data, and identify the common themes, patterns, trends, and gaps. You also need to prioritize your feedback based on the urgency, importance, and feasibility of the issues or opportunities that it reveals. You can use criteria such as customer value, impact, effort, cost, or risk to rank your feedback items and decide which ones to address first.

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Rochana Senavirathna

Account Manager, Commercial Services at FirstOntario Credit Union
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Feedback is highly valuable as a free tool for measuring the quality of a service or product. It allows us to bridge the gap between our delivery and customer expectations, enabling service providers to enhance quality and implement new improvements. However, the problem often lies in customers' reluctance to provide feedback due to various reasons, including the time it takes to provide feedback and their tendency not to share their negative experiences. Therefore, it is crucial to establish a mechanism that simplifies and makes the feedback process attractive, encouraging maximum participation. This, in turn, immensely helps companies provide the best products and services that align with the preferences of the majority of clients.

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4 Implement and communicate your feedback actions

After you have prioritized your feedback, you need to implement the changes or improvements that it suggests. You can use CRM tools to help you plan, execute, monitor, and evaluate your feedback actions, and track their outcomes and results. You also need to communicate your feedback actions to your customers and stakeholders, and explain how their input influenced your decisions or changes. By doing so, you can show them that you value and appreciate their feedback, and increase their trust and engagement.

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5 Close the feedback loop

The last step of creating a feedback loop is to close it by asking for more feedback. You need to measure and assess the effectiveness and impact of your feedback actions, and see if they met your feedback goals and expectations. You can use CRM tools to help you collect and analyze the feedback on your feedback actions, and compare it with the previous feedback. You also need to thank your customers and stakeholders for their feedback, and invite them to share their opinions or suggestions again. By closing the feedback loop, you can create a continuous cycle of learning and improvement for your CRM strategy.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What is the best way to create a feedback loop with customers and stakeholders?

1

2

3

4

5

6

1 Define your feedback goals

2 Choose your feedback methods

3 Analyze and prioritize your feedback

4 Implement and communicate your feedback actions

5 Close the feedback loop

6 Here’s what else to consider

Customer Relationship Management (CRM)

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What is the best way to create a feedback loop with customers and stakeholders?

1

2

3

4

5

6

1 Define your feedback goals

2 Choose your feedback methods

3 Analyze and prioritize your feedback

4 Implement and communicate your feedback actions

5 Close the feedback loop

6 Here’s what else to consider

Customer Relationship Management (CRM)

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感谢您的反馈

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