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From Noise to the Voice of the Customer

With more and more businesses operating on a global scale and selling through multiple channels, figuring out what customers are thinking about is not so simple.


There was a time in the not-too-distance past when the voice of the customer could be heard quite literally — in sales calls, on the floor of a department store or perhaps in the form of a letter formally complaining about a specific product. Today, with more and more businesses operating on...

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