摘要：Social media is after all an online platform through which people can freely express their views, options or grievances. It is critical for a company to track and summarize the discussions that addressed its own brand, but also to track consumer opinion about competing products. Perhaps the most important advantage that these platforms offer is the possibility of collecting feedback directly. A company can ask questions specific professional groups, receiving answers from both existing and potential customers, clients of competing solutions or even directly from the competition. Regular collection, compilation and analysis of this information provides important support for eliminating gaps, for deciding on new features or repositioning products according to customer needs.
