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Big Data Analytics a Key Enabler for Social CRM – Airlines Case Study

February 3, 2012 by Harish Kotadia, Ph.D.
with 139 views
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Here’s a simple yet very effective example of using analytics for understanding consumer attitudes towards airlines in real time. In this study, Jeffrey Breen has used the R programming language to analyze consumer sentiments about major U.S. airlines expressed on Twitter. [read more]

Social Blog Carnival: Getting the 411 on Social ROI

January 25, 2012 by Brent Leary
with 28 views
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As part of the One on One conversation series I do over at SmallBizTrends.com, I recently talked with Cory Hartlen, a product marketing manager with Radian6. During our discussion Cory mentioned quite a number of things that hit on the topic of social media ROI. [read more]

Differentiating Through Event-Driven Analytics

January 6, 2012 by Brett Stupakevich
with 282 views
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A growing number of companies are taking advantage of event-driven analytics to help identify event patterns and their impacts on business trends and key performance indicators. [read more]

2012 Health IT Spending & Trends

December 29, 2011 by Thu Pham
with 406 views
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Michelangelus/shutterstock

The healthcare IT market is rapidly growing and expected to continue through 2016. Here’s a look at 2012 health IT spending trends and a review of 2011. [read more]

Why Businesses Can No Longer Ignore Social Media Listening…

December 22, 2011 by Maggie Fox
with 418 views
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"As a reformed market research analyst delving into the unstructured world of social media – I often ask myself what is relevant and useful for our clients (noise versus signal)? How can we get through the murk and provide value in a way that impacts our clients’ brand perception and ultimately creates leads and more opportunities for business?" [read more]

The Horizon of Data Mining

December 17, 2011 by Josue Oteiza
with 279 views
2

Today data mining is a tool that is used in different industries in order to be able to solve problems of prediction, classification and segmentation, being very useful for understanding the area studied, but being for the exclusive use of certain departments. Due to the high costs involved in building models, these techniques and tools have become unreachable for some organizations, especially when the world economy is in recession. [read more]

Customer Service, the New Marketing in the Era of the Social Customer

November 30, 2011 by Michael Fauscette
with 130 views
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"On the public social web you have to be where your customers are and you have to listen and respond. You can also create your own communities and create an even richer customer experience. Building and focusing on customer experience creates the best marketing, word of mouth / influence marketing, and that comes, in no small way, from exceptional customer service delivered "when, where and how" the customers chooses." [read more]

Reaching The Social Customer: New Tools, New Strategies - Webinar from Social Media Today

November 23, 2011 by Brent Leary
with 43 views
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I know our collective minds are beginning to focus on turkey and football - ok I guess my collective mind has turned to turkey and football - so before I dive mouth-first into Thanksgiving there is one thing I wanted to mention.  My friends at Social Media Today are hosting a free webinar next Tuesday (November 29th) at Noon et... [read more]

Black Box Analytics

November 13, 2011 by Richard Boire
with 312 views
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Organizations are now aware of the significant contribution that predictive analytics brings to the bottom line. Solutions, once viewed with skepticism and doubts, are now embraced by many organizations. Yet, from a practitioner’s perspective, certain solutions are easier to understand than others.The challenge for the practitioner is... [read more]

CRM Cloud Activity Likely to Cause Near-term Confusion

November 4, 2011 by Ann All
with 70 views
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"The past few weeks have seen a flurry of announcements from Salesforce.com competitors and Salesforce itself that seem to indicate they are all pretty hungry. Most recently, Microsoft updated its Dynamics CRM software and Oracle purchased RightNow Technologies, expanding its cloud-based customer service capabilities in what seemed like a reaction to Salesforce's earlier purchases of Radian6 and Assistly." [read more]

Oracle Acquires RightNow – First Take

October 31, 2011 by Esteban Kolsky
with 111 views
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"Oracle should’ve acquired a smaller, but more robust and truer cloud offering that would allow them not to only to compete today but also be prepared for a better solution tomorrow. While RightNow can deliver a fairly competitive solution for the complex contact center market today, their solution is very dated (more so than Salesforce) and not a true representation of a cloud-based solution; at best a hosted-application." [read more]

Social Software, Feature or Product?

October 22, 2011 by Michael Fauscette
with 107 views
2

"We have this debate running about social software and whether it's, for the most part anyway, a set of features that should be embedded in other products / platforms, or long term stand-alone products. The evolution of new applications can take a few different paths but there seems to be a pattern of sorts." [read more]

Speech IVR with Artificial Intelligence Is the Bees Knees

October 5, 2011 by Esteban Kolsky
with 126 views
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"I found some very interesting things in that research: did you know you could save almost 60% in time using Speech IVR with Artificial Intelligence? Did you know you can save almost 20% in costs? Did you know that 88% of people hate IVR (well, you probably knew that – but now you have the citation)?" [read more]

BPM, CRM and Cloud a Compelling Mix

October 4, 2011 by Ann All
with 33 views
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"Just yesterday I wrote a post in which I featured several insights from my recent interview with Jason Mittelstaedt, chief marketing officer for RightNow Technologies. Mittelstaedt suggested -- and I agreed -- that the cloud has the potential to help companies offer a more cohesive customer experience by promoting a less siloed approach to customer data." [read more]

The VoC Hoax (follow-up post)

October 3, 2011 by Amir Dekel
with 51 views
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"The promise of being able to better understand customers by bombarding them with feedback buttons, emails and post call surveys was not showing them the true picture. Our findings caused some internal friction because all the money spent on these technologies and efforts in the past had not generated valuable results." [read more]

Question Assumptions Before Initiating Big Data Projects

September 30, 2011 by Phil Wright
with 68 views
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"In Data Migrations, CRM Implementations and Data Warehouse projects you often read assumptions in project documents such as 'the data is assumed to be fit for purpose and adhering to the relevant business standards'. How often is this assumption found to be incorrect, leading to delayed project completion or poor user adoption?" [read more]