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1 c Voice of CustomerVOC CS VOC Facebook Twitter SNS VOC SNS 1 VOC 1. WEB VOC SNS (1) FAX (2) HP Twitter (3) (4) (1) (3) (4) 1 WEB Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited
2 3.2 VOC WHYWHY 3.3 A VOC VOC 1 B HP 2 C CS VOC (1) YES/NO (2) Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited.
3 4 VOC PDCA WEB WEB 2 VOC 4.2 VOC CS VOC 5 D CS D CS D VOC VOC VOC CS CS CS Web n Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited
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5 2 1 2 MROC n 8 Green book ( 7 FAQ FAQ VA VA VA VA VA 10 CRM EC Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited
6 Gartner The Gartner Business Intelligence and Analytics Summit ( ) 4 Descriptive Analytics (What happened?) Diagnostic Analytics (Why did it happen?)predictive Analytics (What will it happen?) Prescriptive Analytics (How can we make it happen?) VOC E E POS 5.3 F CRM SNS Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited.
7 F CS Copyright c by ORSJ. Unauthorized reproduction of this article is prohibited
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