January 2013
Beginner
360 pages
8h 35m
English
Content preview from Social CRM For Dummies
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Chapter 14
Analyzing Data to Drive Results
In This Chapter
- Realizing that data can be extracted from social media
- Understanding that data goes beyond the numbers
- Leveraging data to build deeper customer engagement
- Planning for the ever-evolving social data
There's no shortage of information and data created through social media. Nearly every move we make online is traceable, and trackable. Every time a user likes, shares, or comments on a piece of content on Facebook, it generates a data point for Facebook itself, and for the content originator. Twitter users know when their tweets are retweeted, and Twitter provides analytics for reach and penetration.
For businesses, this data is a jackpot of insight into the social customer. This social data illustrates a customer's preferences, behaviors, views, ideals, and so much more. CRM 1.0 involved collecting basic customer information: address, phone numbers, birthday, place in a sales cycle, and so on, but social CRM data gives new life to your understanding of your customers. You get to know them on a more attitudinal and emotional level. You learn their sentiments.
In this chapter, we show you the best ways to harness the massive amounts of customer data generated in social media, and we help you identify ways to filter the good information from the less relevant data points. Finally, we show you ways to leverage gathered data to enhance customer experiences with your brand.
Understanding the Social CRM Data Storm
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.