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The voice of the customer is clear; but are you hearing every word?

By Alan Klapper, Senior Marketing Manager at Autonomy, An HP Company

 

HP BPO Edge CRM Edition Ezine

Your customers have always talked about you, but their voices are much louder than ever with the proliferation of communication vehicles available to them. These communication vehicles contain the unstructured “human-friendly” data that represent more than 90% of the customer data available today.

 

The trick is figuring out how to take advantage of the data in a way that will work to your company’s benefit. An effective voice of the customer (VoC) solution must have 3 key capabilities.

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