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Social CRM
Social CRM (customer relationship management) is the use of social media services, techniques and technology to enable organizations to engage with their customers. Applications Social CRM has applications in marketing, customer service and sales, including: * Social engagement with prospects: Social CRM tools allow businesses to better engage with their customers by, for example, listening to sentiments about their products and services. *Social customer service: Ownership of social media is shifting away from Marketing and Communication as engagement increasingly relates to inbound customer service-based topics. Rather than social being seen purely as a space for companies to deliver outbound marketing messages, it is the inbound customer queries that allow for meaningful points of engagement and the building of brand advocacy. *Personalized marketing strategy: The ability to create custom content is increasingly dependent on access to reliable, qualitative social user data to fac ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Relationship Management
Customer relationship management (CRM) is a strategic process that organizations use to manage, analyze, and improve their interactions with customers. By leveraging data-driven insights, CRM helps businesses optimize communication, enhance customer satisfaction, and drive sustainable growth. CRM systems compile data from a range of different communication channels, including a company's website, telephone (which many services come with a softphone), email, live chat, marketing materials and more recently, social media. They allow businesses to learn more about their target audiences and how to better cater to their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Experience Management
Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral responses of a customer during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions. The pre-consumption anticipation experience can be described as the amount of pleasure or displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service. Definitions According to Forrester Research (via ''Fast Company)'', the foundational elements of a remarkable customer experience consist of six key disciplines, beginning with strategy, customer understanding, design, measurement, governance and culture. A company' ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Unstructured Data
Unstructured data (or unstructured information) is information that either does not have a pre-defined data model or is not organized in a pre-defined manner. Unstructured information is typically plain text, text-heavy, but may contain data such as dates, numbers, and facts as well. This results in irregularities and ambiguities that make it difficult to understand using traditional programs as compared to data stored in fielded form in databases or annotation, annotated (Tag (metadata), semantically tagged) in documents. In 1998, Merrill Lynch said "unstructured data comprises the vast majority of data found in an organization, some estimates run as high as 80%." It is unclear what the source of this number is, but nonetheless it is accepted by some. Other sources have reported similar or higher percentages of unstructured data. , International Data Corporation, IDC and Dell EMC project that data will grow to 40 zettabytes by 2020, resulting in a 50-fold growth from the beginnin ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Text Mining
Text mining, text data mining (TDM) or text analytics is the process of deriving high-quality information from text. It involves "the discovery by computer of new, previously unknown information, by automatically extracting information from different written resources." Written resources may include websites, books, emails, reviews, and articles. High-quality information is typically obtained by devising patterns and trends by means such as statistical pattern learning. According to Hotho et al. (2005), there are three perspectives of text mining: information extraction, data mining, and knowledge discovery in databases (KDD). Text mining usually involves the process of structuring the input text (usually parsing, along with the addition of some derived linguistic features and the removal of others, and subsequent insertion into a database), deriving patterns within the structured data, and finally evaluation and interpretation of the output. 'High quality' in text mining usually ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Text Analytics
Text mining, text data mining (TDM) or text analytics is the process of deriving high-quality information from plain text, text. It involves "the discovery by computer of new, previously unknown information, by automatically extracting information from different written resources." Written resources may include websites, books, emails, reviews, and articles. High-quality information is typically obtained by devising patterns and trends by means such as pattern recognition, statistical pattern learning. According to Hotho et al. (2005), there are three perspectives of text mining: information extraction, data mining, and knowledge discovery in databases (KDD). Text mining usually involves the process of structuring the input text (usually parsing, along with the addition of some derived linguistic features and the removal of others, and subsequent insertion into a database), deriving patterns within the structured data, and finally evaluation and interpretation of the output. 'High qu ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Social Selling
Social selling is the process of developing relationships as part of the sales process. Today this often takes place via social networks such as LinkedIn, Twitter, Facebook, and Pinterest, but can take place either online or offline. Examples of social selling techniques include sharing relevant content , interacting directly with potential buyers and customers, personal branding, and social listening. Social Selling is gaining popularity in a variety of industries, though it is used primarily for B2B (business-to-business) selling or highly considered consumer purchases (e.g., financial advisory services, automotive, realty). C2C companies (often referred to as direct selling companies) have been using social selling techniques (i.e. relationship building) since far before the Internet existed. B2B and B2C companies are now adopting many of those techniques as they are translated to social media platforms. While social selling is sometimes confused with social marketing, there ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Social Analytics
Social analytics is a philosophical perspective developed since the early 1980s by the Danish idea historian and philosopher Lars-Henrik Schmidt. The theoretical object of the perspective is ''socius'', a kind of "commonness" that is neither a universal account nor a communality shared by every member of a body. References {{reflist concepts in social philosophy sociological terminology ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Sentiment Analysis
Sentiment analysis (also known as opinion mining or emotion AI) is the use of natural language processing, text analysis, computational linguistics, and biometrics to systematically identify, extract, quantify, and study affective states and subjective information. Sentiment analysis is widely applied to voice of the customer materials such as reviews and survey responses, online and social media, and healthcare materials for applications that range from marketing to customer service to clinical medicine. With the rise of deep language models, such as RoBERTa, also more difficult data domains can be analyzed, e.g., news texts where authors typically express their opinion/sentiment less explicitly.Hamborg, Felix; Donnay, Karsten (2021)"NewsMTSC: A Dataset for (Multi-)Target-dependent Sentiment Classification in Political News Articles" "Proceedings of the 16th Conference of the European Chapter of the Association for Computational Linguistics: Main Volume" Simple cases * "Coron ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Natural Language Processing
Natural language processing (NLP) is a subfield of computer science and especially artificial intelligence. It is primarily concerned with providing computers with the ability to process data encoded in natural language and is thus closely related to information retrieval, knowledge representation and computational linguistics, a subfield of linguistics. Major tasks in natural language processing are speech recognition, text classification, natural-language understanding, natural language understanding, and natural language generation. History Natural language processing has its roots in the 1950s. Already in 1950, Alan Turing published an article titled "Computing Machinery and Intelligence" which proposed what is now called the Turing test as a criterion of intelligence, though at the time that was not articulated as a problem separate from artificial intelligence. The proposed test includes a task that involves the automated interpretation and generation of natural language ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Multichannel Retailing
Omnichannel is a neologism describing a business strategy. According to ''Frost & Sullivan'', omnichannel is defined as "seamless and effortless, high-quality customer experiences that occur within and between contact channels". History "Omnis" is Latin for "every/all" and here suggests the integration of all physical channels (offline) and digital channels (online) to offer a unified customer experience. The effort to unify channels has a long history across all market sectors. Efforts like single-source publishing and responsive web design, however, were usually focused on internal efficiencies, formatting consistency, and simple de-duplication across channels. As the number of channels proliferated, the potential for a disjointed experience when switching or working with multiple channels increased. Channels like mobile devices, the mobile web, mobile apps, contextual help, augmented reality, virtual reality, and chatbots are used in addition to traditional physical and hum ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Social Media
Social media are interactive technologies that facilitate the Content creation, creation, information exchange, sharing and news aggregator, aggregation of Content (media), content (such as ideas, interests, and other forms of expression) amongst virtual communities and Network virtualization, networks. Common features include: * Online platforms enable users to create and share content and participate in social networking. * User-generated content—such as text posts or comments, digital photos or videos, and data generated through online interactions. * Service-specific profiles that are designed and maintained by the List of social networking services, social media organization. * Social media helps the development of online social networks by connecting a User profile, user's profile with those of other individuals or groups. The term ''social'' in regard to media suggests platforms enable communal activity. Social media enhances and extends human networks. Users access so ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
LinkedIn
LinkedIn () is an American business and employment-oriented Social networking service, social network. It was launched on May 5, 2003 by Reid Hoffman and Eric Ly. Since December 2016, LinkedIn has been a wholly owned subsidiary of Microsoft. The platform is primarily used for professional networking and career development, and allows jobseekers to post their Curriculum vitae, CVs and employers to post jobs. From 2015, most of the company's revenue came from Information broker, selling access to information about its members to recruiters and sales professionals and has also introduced their own ad portal named LinkedIn Ads to let companies advertise in their platform. LinkedIn has more than 1 billion registered members from over 200 countries and territories. LinkedIn allows members (both employees and employers) to create profiles and connect with each other in an online social network which may represent real-world professional relationships. Members can invite anyone (whet ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
