1. Are you listening or hearing?
Its not mere semantics.
Prem Kumar Aparanji
http://www.naasat.in

2. Social Media Monitoring
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3. Digital Monitoring
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4. Enterprise Feedback Management
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5. What if …
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6. we add a new step?
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7. Hmmm … what about scalability?
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8. Get help from …
• Text Analysis
• Machine Learning
• Semantic Analysis
• Dedicated work force
– Data Stewards?
– Outsourced BPO?
• And how about getting help from
Communities? E.g., community filtering?

9. Can we Coordinate, Cooperate or
Collaborate*?
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* http://sfh.naasat.in/2011/05/coordination-cooperation-or.html

10. Why, what, how?
• Functions & Departments
– Sales, Marketing, Service
– Finance, Invoice, Shipping, etc.
• Business Rules
– Don’t forget Priority, SLAs, Escalations, etc.
• BPM vs ACM vs Social

11. Systems of Record still needed …
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12. along with Systems of Engagement
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13. Rinse+Repeat makes it Listening?
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14. Only if you
MEASURE & ANALYZE TOO

15. Do you still think you are Listening?
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Refine
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16. Thank you
Prem Kumar Aparanji,
Evangelist - Social CRM, Cognizant
@prem_k | http://j.mp/premblog