Listening vs Hearing

•

2 recomendaciones•1,442 vistas

Prem Kumar Aparanji

Empresariales Tecnología

we add a new step?

Review
Receive
(Parse)

Hmmm … what about scalability?

Review
Receive
(Parse)

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?

Can we Coordinate, Cooperate or
Collaborate*?

Route

Review
Receive
(Parse)

* http://sfh.naasat.in/2011/05/coordination-cooperation-or.html

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

Systems of Record still needed …

Route

Review
Receive
(Parse)

Research

along with Systems of Engagement

Route

Review
Receive
(Parse)

Research

Respond & Record

Rinse+Repeat makes it Listening?

Route

Review
Receive
(Parse)

Research

Respond & Record

Do you still think you are Listening?

Route

Review
Receive
(Parse)

Refine
Research

Respond & Record

Thank you
Prem Kumar Aparanji,
Evangelist - Social CRM, Cognizant
@prem_k | http://j.mp/premblog

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Listening vs Hearing

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

2. Social Media Monitoring Receive

3. Digital Monitoring Receive

4. Enterprise Feedback Management Receive

5. What if … Receive

6. we add a new step? Review Receive (Parse)

7. Hmmm … what about scalability? Review Receive (Parse)

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*? Route Review Receive (Parse) * 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 … Route Review Receive (Parse) Research

12. along with Systems of Engagement Route Review Receive (Parse) Research Respond & Record

13. Rinse+Repeat makes it Listening? Route Review Receive (Parse) Research Respond & Record

14. Only if you MEASURE & ANALYZE TOO

15. Do you still think you are Listening? Route Review Receive (Parse) Refine Research Respond & Record

16. Thank you Prem Kumar Aparanji, Evangelist - Social CRM, Cognizant @prem_k | http://j.mp/premblog

Listening vs Hearing

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Listening vs Hearing