This document discusses social intelligence and analytics. Social intelligence involves managing and analyzing customer data from social sources to improve marketing, CRM programs, and uncover insights. It includes collecting both solicited and unsolicited structured and unstructured customer data from sources like social media, call centers, and secondary research. The goals are to develop an integrated, customer-centric view and generate actionable insights linked to business strategy that internal teams can easily understand and act on. The process involves identifying questions, capturing data, analyzing insights, disseminating insights to stakeholders, and measuring the impact of changes.