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Are you listening or hearing?
Its not mere semantics.
Prem Kumar Aparanjihttp://www.naasat.in
Social Media Monitoring
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Digital Monitoring
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Enterprise Feedback Management
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What if …
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we add a new step?
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Hmmm … what about scalability?
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Get help from …
• Text Analysis
• Machine Learning
• Semantic Analysis
• Dedicated work force– Data Stewards?
– Outsourced BPO?
• And how about getting help from Communities? E.g., community filtering?
Can we Coordinate, Cooperate or Collaborate*?
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* http://sfh.naasat.in/2011/05/coordination-cooperation-or.html
Why, what, how?
• Functions & Departments
– Sales, Marketing, Service
– Finance, Invoice, Shipping, etc.
• Business Rules
– Don’t forget Priority, SLAs, Escalations, etc.
• BPM vs ACM vs Social
Systems of Record still needed …
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Route
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along with Systems of Engagement
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Respond & Record
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Rinse+Repeat makes it Listening?
MEASURE & ANALYZE TOOOnly if you
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Do you still think you are Listening?
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Thank youPrem Kumar Aparanji,
Evangelist - Social CRM, Cognizant
@prem_k | http://j.mp/premblog
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