It’s one of the most critical tasks for businesses to keep track customer’s responses to their products and services in this competitive business environment. With the emergence of Web 2.0 communities and social networking websites, a relatively new media in personal communication and knowledge sharing websites, firms can leverage this additional channel to their advantage by implementing a system to monitor and collect customer’s response data. The purpose of this paper is to introduce a data collection process and a system design architecture which can be used for such purpose.
Liu, Yide and Ji, Shaobo, "Gathering Customer’s Demand Data through Web 2.0 Community: Process and Architecture" (2009). CONF-IRM 2009 Proceedings. 34.