How savvy firms monitor customers’ online chatter (ComputerWorld)
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. 
Social media monitoring efforts usually start in marketing or public relations departments. But as they become more important and expand to other areas of the company, the IT department will need to play a role.
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