• +353-1-416-8900(GMT OFFICE HOURS)
  • 1-800-526-8630(US/CAN TOLL FREE)
  • 1-917-300-0470(EST OFFICE HOURS)
Customer experience: Leveraging social media through analytics Product Image

Customer experience: Leveraging social media through analytics

  • Published: February 2011
  • Region: Global
  • 22 Pages
  • TM Forum

TM Forum Quick Insights reports take the communications industry’s hottest topics and offer preliminary research and analysis, often including interviews with senior executives and ideas from corresponding executive roundtables discussions. Written by renowned industry journalists and analysts, these reports ask the questions we all want to know of opinion-leading senior executives.

Try to imagine a day without exposure to blogs, wikis, bookmarks, feeds, video sharing, social gaming, and social networking. Web users spend more time on social media sites than anywhere else, and that share of online time is growing faster than any other area. Social media is an increasingly important source of data for communications service providers (CSPs) looking to capture the thoughts, preferences, and opinions of customers. In fact, every aspect of customer experience has a social dimension.

In this Quick Insights report we:

- Explore of the rise of social media;
- Suggest how CSPs might approach social media engagement;
- Survey the types of analytical tools available;
- Discuss experiences and attitudes of CSPs around social media data;
- Make recommendations READ MORE >

Executive summary

Section 1: The social media explosion

Section 2: How social media impacts service providers

Section 3: Possible approaches to social media for service providers

Section 4: Analytics and social media

Section 5: Executive roundtable discussion

Section 6: Recommendations and conclusions

Sponsored feature Ericsson

Note: Product cover images may vary from those shown

RELATED PRODUCTS

  • Defining analytics: optimising business processes with existing data in CSPs - Product Thumbnail Image Defining analytics: optimising business processes with existing data in CSPs
  • IT Spending By Communications Service Providers Worldwide 2011 - Product Thumbnail Image IT Spending By Communications Service Providers Worldwide 2011

    IT Spending By Communications Service Providers Worldwide 2011

    • Language: English
    • 36 Pages
    • Published: October 2012
    • Region: Global
    FROM
  • Mobile Social Networking - Global Strategic Business Report - Product Thumbnail Image Mobile Social Networking - Global Strategic Business Report

    Mobile Social Networking - Global Strategic Business Report

    • Language: English
    • 663 Pages
    • Published: August 2012
    • Region: Global
    FROM
  • Social TV - Global Strategic Business Report - Product Thumbnail Image Social TV - Global Strategic Business Report

    Social TV - Global Strategic Business Report

    • Language: English
    • 256 Pages
    • Published: August 2013
    • Region: Global
    FROM
  • Converged charging Why real time means now - Product Thumbnail Image Converged charging Why real time means now

    Converged charging Why real time means now

    • Language: English
    • 24 Pages
    • Published: October 2012
    • Region: Global
  • Digital Life - Product Thumbnail Image Digital Life

    Digital Life

    • Language: English
    • 36 Pages
    • Published: November 2012
    • Region: Global
  • Social Analytics - Product Thumbnail Image

    Social Analytics

    • Language: English
    • 18 Pages
    • Published: February 2013
    • Region: Global
  • Social Media Analytics and Tools 101 - Product Thumbnail Image Social Media Analytics and Tools 101

    Social Media Analytics and Tools 101

    • Language: English
    • 46 Pages
    • Published: January 2013
  • Banks and Social Media - Product Thumbnail Image Banks and Social Media

    Banks and Social Media

    • Language: English
    • 36 Pages
    • Published: October 2012
    • Region: Global
    FROM
  • Social Media and Clicking Habits of Users - Product Thumbnail Image Social Media and Clicking Habits of Users

    Social Media and Clicking Habits of Users

    • Language: English
    • 23 Pages
    • Published: November 2012
    • Region: Global
    FROM

Our Clients

Our clients' logos