The Value of Twitter

I highly recommend this article by Mark Suster titled The Power of Twitter in Information Discovery. This same author has written a piece on Twitter’s use cases, which is also a good read. For those that still think Twitter is about telling people what you had for breakfast, these are must reads. I agree completely with his perspective and use Twitter in a very similar manner.

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A look at 2011

As 2010 winds down, it is time to look ahead to 2011. I have high expectations as the calendar turns, and I believe 2011 will be the year of adoption. I believe we’ve reached a point where cash will come off the sidelines and I expect to see technology investments focused on revenue generation and value creation. With that as a backdrop, I’ll Label 2011 as the year of collaboration and intelligence – the two areas that I believe align very well with pressing business priorities. So here are my thoughts on 2011.

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Realizing the Benefits of CRM

This Press Release from Verint continues the Social Media and customer service drum beat. The recurring themes are:

  1. A growing challenge to identify, collect and act upon data delivered through an expanding number of customer communications channels
  2. The need for an aggregated and unified view of customer data across all channels
  3. Analysis that delivers insight drives rapid and informed action
  4. Companies are not equipped to analyze the interactions that occur via email, chat, social media, forums, etc.
  5. There is a heightened need for text analytics. Solutions that mine interactions and feedback across multichannel customer communications – including email, chat, blogs, review sites, social media and other text-based channels – continue to emerge
  6. Workflow delivers insight to the people that are best equipped to manage issues, address specific customer service concerns, or get ahead of negative sentiments in social media

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The Future Call Center

Customer support is evolving to handle an ever-growing number of channels. Social media interaction is playing an expanding role in how companies provide support to their customers. I believe this Press Release from Attensity gives us a view into the future call center. As the press release points out, social media is quickly becoming a key component of customer care strategies.  

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Reinventing Customer Relationships

CEOs believe that the time has come to reinvent customer relationships. That’s one of the key findings in IBM’s 2010 CEO Study titled “Capitalizing on Complexity”. This belief is based on the following observations: 

  1. The world is massively interconnected, thereby making customer intimacy a priority
  2. Customers have more options due to globalization and dramatic increases in available information
  3. Differentiation will come from innovation and co-creation with customers
  4. The information explosion presents a great opportunity to develop deep customer insights 

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Analytics and Politics

So predictive analytics has entered the world of politics?

In his Blog post titled Rock the Vote with Predictive Analytics, Timothy Powers explains how predictive analytics supports a political campaign. Well that makes great sense – advanced analytics has supported marketing efforts for years, and isn’t a political campaign all about marketing to voters?

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The Social Customer and the Call Center

Widely recognized CRM visionary Paul Greenberg just published a report titled Contact Center 2011 – Back to the Future. Mr. Greenberg has talked about Social CRM or CRM 2.0 for quite some time. In this report, he discusses the impact of the social customer on the contact center. Here is a summary along with my perspective. 

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Gartner’s Strategic Technologies for 2011

Earlier this week at the Gartner Symposium / ITxpo, Gartner presented their list of strategic technologies for 2011.  Four of the ten technologies fit squarely in the social technologies and business analytics space covered by this Blog.

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Hype Cycle Report from Gartner

In the recent Gartner Hype Cycle Report issued in August, Gartner had the following to say about predictive analytics:

“The quantity and variety of digital data continue to explode, along with the opportunities to analyze and gain insight from new sources such as location information and social media. The techniques themselves, such as predictive analytics, are relatively well established in many cases; the value resides in applying them in new applications such as social analytics and sentiment analysis”

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Identify and Respond

This recent Attensity Announcement describes what I believe to be the next wave in the use of semantic technologies. We will see the rise of applications that leverage these technologies to deliver business outcomes. The discussion will shift from the semantic technologies themselves, to the application.

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Social Technologies and Innovation

I have long believed that social technologies would usher in a new era of innovation. Terms like crowd sourcing, the wisdom of crowds and collective Intelligence, all speak to the notion that innovation is not an organizational function, but the ideas of an organization, community, or society. Social technologies and new emerging forms of analytics allow us to create an environment for idea creation, and an ability to quickly capture the resulting insight. User generated content has long existed in the world of social media – and new ways to capture relevant insight are evolving. What’s exciting is the growing use of social technologies inside the enterprise. Once the environment for collaboration and idea generation is established, the next step us harnessing all of the insight available both inside the enterprise and out. This article on Social Technologies and Innovation does a good job of describing the growing role of social technology inside the enterprise.