Are You Hearing the Voice of Your Customer?
Social media present all organizations with a tremendous opportunity to reach customers, and savvy organizations already have a strong and well thought out presence in the world of social media, particularly in the area of marketing. While reaching out to your customers through such channels is important, it is equally important that you are listening to what your customers are saying about you, about your brands and products, and that you turn this listening into actionable intelligence. It is doubly important since your most vocal customers on social media can be tremendously influential, for better or worse, with other customers or potential customers.
Listening to your customer amid the cacophony of social media posts presents a number of challenges: sifting through a mountain of data, processing the data rapidly, presenting the results in a meaningful format, and being able to combine social media data with internal data (such as marketing campaigns or service tickets), to name a few. Subscription-based web services can be of some help, and home-grown solutions can be used, but both of these approaches present problems. Incomplete vision, limited ability to customize, expensive to maintain, etc.
The SAP rapid-deployment solution for sentiment intelligence with SAP HANA is a new solution that allows customers to easily sift through social media to analyze customer sentiment while also analyzing internal data from (for instance) an SAP CRM system. The solution uses several of SAP’s industry-leading technologies including SAP HANA, SAP Data Services Text Data Processing, and SAP Explorer. And because this is an SAP Rapid Deployment Solution, customers can take advantage of a special fixed price/fixed scope consulting package to go live with the solution in as little as 8 weeks.
If you are interested in learning more about this exciting solution, please join us for a webcast next Wednesday, July 25th, at 11 am EDT. The webcast, titled “Building Effective Promotions Using Sentiment Analysis for Social Media,” is presented as part of the Analytics Webcast Series, and will feature Paul Medaille (me!) from EIM Solution Management and Swati Sinha from SAP Solution Marketing. We promise an interesting and informative hour to all who attend. If you would like to attend, please register here. And, of course, don’t forget to tell your friends on Facebook and Twitter!