There are many channels of customer feedback and sentiment -- from call center data to surveys to social network chatter. Gathering, organizing and understanding what all of it means is a necessity. Hear how two companies are tackling the challenge.
InformationWeek encourages readers to engage in spirited, healthy debate,
including taking us to task. However, InformationWeek moderates all comments posted to our site,
and reserves the right to modify or remove any content that it determines to be derogatory, offensive,
inflammatory, vulgar, irrelevant/off-topic, racist or obvious marketing/SPAM.
InformationWeek further reserves the right to disable the profile of any commenter participating in