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Reading Global Clients' Signals

March 4, 2014 | Gianni Giacomelli, Peter A. Gloor | Marketing

How can geographically distributed companies monitor large clients' attitudes about their services? Traditional customer satisfaction surveys can lack sufficient timeliness and detail. But taking a big data approach to analyzing collaborations lets companies gain valuable and timely insights into client satisfaction. Examining the structural properties of email communication patterns and correlating them with external performance metrics can offer managers helpful insights.

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