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Listening vs Hearing

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Listening vs Hearing

  1. 1. Are you listening or hearing? Its not mere semantics. Prem Kumar Aparanji http://www.naasat.in
  2. 2. Social Media Monitoring Receive
  3. 3. Digital Monitoring Receive
  4. 4. Enterprise Feedback Management Receive
  5. 5. What if …Receive
  6. 6. we add a new step? Review Receive (Parse)
  7. 7. Hmmm … what about scalability? Review Receive (Parse)
  8. 8. 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?
  9. 9. Can we Coordinate, Cooperate or Collaborate*? Route Review Receive (Parse) * http://sfh.naasat.in/2011/05/coordination-cooperation-or.html
  10. 10. 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
  11. 11. Systems of Record still needed … Route Review Receive (Parse) Research
  12. 12. along with Systems of Engagement Route Review Receive (Parse) Research Respond & Record
  13. 13. Rinse+Repeat makes it Listening? Route Review Receive (Parse) Research Respond & Record
  14. 14. Only if youMEASURE & ANALYZE TOO
  15. 15. Do you still think you are Listening? Route Review Receive (Parse) Analytics Research Respond & Record
  16. 16. Thank youPrem Kumar Aparanji,Evangelist - Social CRM, Cognizant@prem_k | http://j.mp/premblog

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