With employee and customer feedback coming from phone calls, Twitter, Facebook, emails and other sources, companies can often get confused as to how to manage this information. And customer expectations are mounting.
Information technology management is a problem for many businesses now that there are so many different forms of feedback. Nowadays, customers expect a company to know who they are and what their past experiences at the company have been like. However, many companies are not linking their social media feedback with other information management systems, such as mobile and cloud services.
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