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July 16, 2007

風評監視サービス

■風評監視サービス事業者

顧客の声活用の仕組み=コールセンターへの問合せやクレーム報告・顧客アンケートの記述・営業日報などのドキュメントから、テキストマイニングでリスクワードを拾い出し、アラームを鳴らす仕組みが、進化してきています。

TRUE TELLER 
SPSS Predictive Enterprise Services


ただ、これら企業が直接受け取る以外の情報に、リスクワードが含まれていることがあります。

風評監視サービスとは、ウェブ上の掲示板やニュースブログなどに書かれた自社の評判や誹謗中傷などを自動的に集めて報告してくれるサービスです。
以下は、代表的な事業者さんのページです。

ピットクルー 
ガーラ eマイニング
イー・ガーディアン
ワイズワークス・プロジェクト

その他、内部告発ホットラインなど、様々なチャネルからの情報を統合して、リスクを察知し遅滞無く対策が取れる体制を築くことが大切ですね。

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