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Social CRM: Getting a holistic view of your customers



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Name: Zoho Interviews
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A collection of interviews by CRM Experts, Zoho customers, and Media on the CRM trends. These interviews were sponsored by Zoho during the recently held CRM Evolution 2011 Conference, New York, USA. [More]
Viewed Times: 865 Add Date: 08/28/2011  
Do you know what your customers, non-customers, advocates, and detractors are saying about you when they're not talking to you? John Bastone, Global Product Marketing Manager, Customer Intelligence Industry and Solution Marketing for SAS may be able to tell you. SAS, a legendary statistical giant (I actually studied SAS programming in college) is trying to make sense of the world of valuable yet unstructured data that you don't normally see in a CRM system. They're trying to link social media activity to customer activity to help businesses get a holistic view of their customers. Almost all of SAS' clients are huge enterprise companies that already have tons of people discussing them in the social sphere. They're just trying to make sense of all the chatter in terms of who are the influencers, the advocates, and the detractors. But what if you're not that big and nobody's talking about you? Is there nothing to measure? Bastone says all is not lost. You still have a domain and an ind

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