SCRM - Social Analytics

57 %
43 %
Information about SCRM - Social Analytics

Published on January 4, 2010

Author: scorpfromhell



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! :)

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 ● ● ● ● ● ● ● ● ●

Add a comment

Related presentations

My Music Magazine Pitch

My Music Magazine Pitch

October 30, 2014

music mag pitch

Questionaire charts

Questionaire charts

November 4, 2014


Final research

Final research

November 5, 2014

final research

Cersaie 2014

Cersaie 2014

October 30, 2014

allestimento in cartone per il Cersaie 2014 alberi in cartone scultura in cartone

Quarta turma do workshop de Infografia, ministrado por Beatriz Blanco e Marcos Sin...

Related pages

SCRM Cloud - Professionally managed Social media ...

The SCRM Cloud is a professionally managed social media monitoring, engagement and analytics solution tailored for today's social media business ...
Read more

Social CRM Analytics - Veranstaltung - CeBIT 2016

Besuchen Sie die Veranstaltung Social CRM Analytics auf der CeBIT vom 14.03. bis zum 18.03.2016 in Hannover. Planen Sie Ihren Messebesuch und suchen Sie ...
Read more

SCRM Cloud - Professionally managed Social monitoring

SCRM Cloud is a professionally managed social media monitoring, analytics and engagement solution.
Read more

Which sCRM vendors focus on social analytics? - Quora

Houston Neal illustrated the sCRM space and its vendors in "version 1.0 of the Software Advice Social CRM Market Map." What recommendations would you make ...
Read more

Adomita | Analytics on cloud | Social - CRM

What is SCRM ? Understanding the importance of Social Media and the role it plays in the successful delivery of customer experience. Social Customer ...
Read more

Social CRM (SCRM) and Predictive Analytics – One Guy Who ...

A partially dissenting opinion on the use of socialytics for predictive analytics in a social crm strategy. There's something inconsistent with saying that ...
Read more

CRM Analytics Is Advancing Social CRM (SCRM) Adoption

CRM analytics are being adopted in conjunction with social CRM (SCRM) in order to provide the means to measure and justify social CRM's financial payback.
Read more


How to get started with SCRM analytics? ... Google analytics is great as ... adn finally social data does not only create a great opportunity of really ...
Read more

Blog on Big Data and Analytics by Harish Kotadia, Ph.D.

Blog on Big Data and Analytics by ... MIT PR Predictive Analytics Retail ROI SaaS sCRM SixthSense Social Business Social CRM Social Games Social Media ...
Read more