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The Social Customer, an online community for customer service professionals sponsored by SAP, is hosting a webinar called Sentiment Analysis for Customer Service on October 19th at 10 am PDT.  To attend, please register here http://bit.ly/bYXBe8.

Here’s a short summary of the webinar:

The elusive 360-degree customer perspective is now accessible for the first time, thanks to new social tools and technology innovations. Combined with smart strategy, these tools can yield powerful sentiment analysis insight that will provide new opportunities to engage with customers and prospects and build revenue-producing relationships.

We will discuss how your business can extract actionable customer insights by developing a sophisticated listening strategy. Learn how to combine structured information stored in CRM applications with transactional and social data to build the ultimate customer perspective.

The panelists are:

  • Jim Sterne is Founding Director of the Web Analytics Association (WAA) and President since 2004, as well as a target marketing consultant, author, and Emetrics Summit conference producer. Jim is the association’s spokesperson and chief cheerleader, leading the organization to deliver on its mission: uniting and educating analytics professionals, consultants, practitioners, and educators.
  • Gary Qualls is vice president, Business and Operations Development, for DIRECTV Inc. Gary is responsible for developing new and strategic service operations across DIRECTV’s care network. This focus has included establishing a balanced care network including in-sourced, third-party, and off-shore operations.
  • Brian Ellefritz is Senior Director, Social Media Marketing, for SAP, leading the development of social media strategy and driving policies, tools, training, and best practices. Brian recently joined SAP from Cisco, where over the past two years he helped build a social-media marketing practice that successfully supports the brand, enables and encourages early adopters, drives for sophistication, and focuses on results.

And moderated by

Brent Leary is a CRM industry analyst, advisor, author, speaker and award-winning blogger. He is co-founder and Partner of CRM Essentials LLC, an Atlanta based CRM advisory firm offering tools and strategies for improving business relationships, with a client list including RIM, Sage, Microsoft, Intuit, and Cisco.

This webinar promises to be a great discussion on a very relevant and timely topic.  We hope you can join us on October 19th.  And while you are there, check out the community.  Perhaps you can share a perspective on this topic.

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