In this white paper, Mopinion talks about the criticality of offering a personalised journey to online customers, how customer profiles are driven by digital feedback, as well as how to collect, analyse and report on both feedback data and customer data (with lots of practical tips).
https://mopinion.com/white-paper-a-digital-feedback-fueled-approach-to-personalisation/
For most companies, social still remains in a silo. The great hope of “Social Customer Relationship Management (CRM)” isn’t happening for the majority. Customer feedback and surveys are important, but they aren’t good at discovering things you didn’t know you should ask or look for—that’s where social insights play a huge role. Furthermore, customers today expect businesses to know them and their past history and interaction.
https://sbr.com.sg/information-technology/commentary/what-singaporean-businesses-need-know-about-customer-engagement-in/
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