Posted by Dave Frankland on March 13, 2013
Recent shakeups on Forrester’s Customer Intelligence team provided an opportunity to take a good look at our listening platform and social intelligence coverage. Long tagged as the responsibility of the social media team, we believe that “customer listening” should encompass numerous sources of feedback – from the call center, to voice of customer programs, to enterprise feedback management, to ethnographic and traditional market research – to really listen to the customer. CI researcher Allison Smith and I are working on a new series of reports around this concept – for now we're calling it Enterprise Customer Listening.
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