1. There is valuable information about customers outside of the organization's
internal systems – unstructured data in blogs, Facebook, Twitter, etc.
Immediate decision support in sales and marketing processes, via real-time
analytics, enables chains to create and deliver more personalized offers
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Social Media – A Catalyst for Richer Customer Insight
 Savvy companies tap into customer generated content to answer key brand, R&D,
corporate strategy and PR questions:
Using Machine
learning capabilities
track adaptive business
benchmarks such as
cost savings, customer
satisfaction and
product quality
Internal Customer Databases
• Customer name
• Contact information
• Demographic data
Real-time Intelligence from
variety of sources
• Time and place of purchase
• Customer’s emotions
• Customer’s experience
 Social media data as input to Customer Analytics –integrating with predictive and survey
tools to support customer acquisition, retain and grow strategies
Identify Social Signals to Cross Sell