If you are responsible for analyzing the customer in this new world of social media, you may be running against the issue of multiple components. I just completed a presentation for our upcoming Customer 360 Conference in LA at the end of next month (http://agendabuilder.gartner.com/crf13/WebPages/Home.aspx), and the section on analytics was tough. Tough in the sense that there are multiple categories, and several subcategories, and a different vendor – or set of vendors – for each piece. ClickFox, ExAudios, SATMAP, NICE, Attensity just to get started on channel specific analysis, then Radian6 and that camp for Social Media, and then the basic dashboards like IBM SPSS, KXEN, Rapid-I, SAS, Angoss, Fico and a host of others.
That wasn’t a recommended shortlist – that was just a quick, top-of-mind bit of waterskiing over the categories. So how does a business person running a Customer Strategies role in a large corporation ever stand a chance of finding the best tools? And how much of this is going to migrate over to a Cloud model – to Software as a Service? How deeply should someone go with a ‘Suite’ vendor? Is there such a thing?
There is a lot more work to be done in this area, and I will be happy to sit with you if you are coming to London or Los Angeles. We will have several great analysts who focus on Business Intelligence and Analytics (this is NOT a specialty of mine – I focus mostly on Customer Service Analytics), and it would be great for them to chime in on this as well. To me Slocial CRM seems like an accident in the kitchen waiting to happen.
Happy President’s Day if you are in the US. No one here seems to know what it is. Ask someone right now. They won’t know it commemorates the birthday of George Washington – the first US President, who was born on 22 February 1732. Bing has the best landing page for this right now.
Category: Analytics for Social CRM Applications CRM Customer Centric Web Innovation and Customer Experience Leadership Social CRM Social Networking Social Software Strategic Planning Tags: Social CRM Analytics