scrm - social analytics
DESCRIPTION
This is a work in progress deck containing notes from my studies & research about Social Analytics and how it implies to me as a consultant cum systems integrator as well as my customers. Any help, feedback, inputs -- all are welcome! :)TRANSCRIPT
Social CRM
Social Analytics – Prem's personal notes
Social Analytics
● Purpose – Actionable Insights● Web Analytics + Text/Opinion Mining + Social Network
Analysis + User Profile/Persona● Triumvirate – User Content, Context, Intent● Insights from –
● Transactional Analytics● Behavioral Analytics● Feedback Loops● Usability Studies● Ethnographic Discovery
Vanity Metrics
Good for feeling awesome, bad for action.
Actionable Metrics
Invest energy in collecting those metrics that help make decisions.
Actionable Insights
Web Analytics
● Digital Breadcrumbs● Query, URL, Intent - Triples
Both the frequency of website visits and the time spent on the website per visit strengthen brand trust and consequently also brand loyalty and
WOM.
However, neither posting nor lurking on the virtual community has an effect on brand trust. All in all, the results provide support for the mediating role of brand trust between consumer-brand online
interactions and brand loyalty and WOM.
Text/Opinion Mining
Social Network Analysis
User Persona
References
● http://www.fastforwardblog.com/2009/07/31/the-context-of-intent/
● http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.101.5763&rep=rep1&type=pdf
● http://www.public.asu.edu/~mdechoud/munmun_files/wic_07_ppt.pdf
● http://sai.moturu.googlepages.com/Dissertation-SaiMoturu.pdf
● http://www.aclweb.org/anthology/N/N04/N04-4013.pdf
● http://www.ingentaconnect.com/content/ind/ijima/2009/00000006/00000001/art00005
● http://www.fourhourworkweek.com/blog/2009/05/19/vanity-metrics-vs-actionable-metrics/
● http://www.toprankblog.com/2009/10/storytelling-actionable-insight-from-analytics/
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