Abstract
The knowledge deriving from the interactions between organizations offering a service/product and their users can be used to perceive new ideas for service/product improvement. Whenever customers communicate with an organization, unconsciously they give some improvement suggestions that can be extracted through storing, analysis and treatment of their requests, comments and observations. All this induces research studies towards an investigation of tacit suggestions extraction techniques, tools and processes. In this work a framework based on the use of a CRM and a tacit suggestions extraction process is proposed. The framework is applied to an E-Learning context in order to extract new suggestions for the E-Learning services improvement.