• February 28, 2012

Customer Relationship Metrics Launches Social Media Business Intelligence Offering

Customer Relationship Metrics launched Social Media BI, a solution for companies that want to build an effective social media strategy to improve relationships with customers and identify operational improvements.

With Social Media BI, customer-centric organizations can gain greater control of what customers are saying about their brands by identifying the issues that are most impacting customers. Based on this analysis, they can take specific actions that will spread positive sentiment, while fixing those problems that damage their brands.

Jodie Monger, founder and president of Customer Relationship Metrics, says, "Many companies fall into the trap of simply listening to and running after their loudest online critics. But the real challenge for consumer-focused companies is to bulletproof their relationships with customers so that criticism is dampened or even drowned out completely by customer champions."

Social Media BI incorporates a thorough 360-degree assessment of customer relationships. It starts with identification of those issues that lead to the greatest number of customer complaints, which is then cross-referenced with online sentiment and chatter to correlate those issues that negatively impact customer relationships and corporate reputation. Armed with this information, Customer Relationship Metrics then creates a social media roadmap to help the client execute a cohesive and proactive social media strategy.

The service also includes analysis of the company's current social media strategies and suggests targeted new approaches that enable companies to quickly respond to online detractors, while filtering social media data points to identify best practices and areas of concern.

Monger added, "Social media is more than a marketing channel. It is an opportunity to reduce support costs by providing social customer service."

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