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Computerworld Article: Are You Listening?

Are you Listening?

How savvy firms monitor customers' online chatter

Monitoring customer chatter on social networks can yield big benefits, especially if IT gets involved.

Monitoring, analyzing and responding to what consumers are saying on social media sites are no longer just activities for big-name companies. With consumers sharing their experiences through Twitter, Facebook, YouTube and other outlets at "the speed of thought," as Gartner Inc. analyst Toby Bell puts it, this is quickly becoming an essential piece of any company's risk management and customer engagement strategy.

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