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?

ReceiveReview(Parse)

Hmmm … what about scalability?

ReceiveReview(Parse)

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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Route

* 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

Research

along with Systems of Engagement

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Route

Research

Respond & Record

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Research

Route

Respond & Record

Rinse+Repeat makes it Listening?

MEASURE & ANALYZE TOOOnly if you

ReceiveReview(Parse)

Research

Route

Respond & Record

Do you still think you are Listening?

Refine

Thank youPrem Kumar Aparanji,

Evangelist - Social CRM, Cognizant

@prem_k | http://j.mp/premblog