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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.

Use Social CRM for sustainable competitive advantage in the real-time world

BPO CRM e-zine Cover.jpgHP’s  2nd BPO e-zine focuses on CRM Services, including a focus on Social CRM

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