Abstract
Nowadays, for the enterprise, the customer is a very important strategic resource. The opinions of a customer about a particular product/service helps top management to introduce improvements in processes and products, thus the enterprise gains competitive advantages. So, it is very important to define a bidirectional communication channel, supported from collaborative tools, between the customer and the enterprise. In this paper we introduce a customer oriented framework that after gathering and polarizing web customer opinions, with an algorithm of sentiment analysis, is able to route dysfunctions about product/service to competence center. This framework can be considered a Customer-Centred Information System that crosses many internal business functions.