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Customer experience: Leveraging social media through analytics

  • ID: 1867523
  • Report
  • February 2011
  • Region: Global
  • 22 Pages
  • TM Forum
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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 for CSPs managing social media programs.

Key Words: social media, data analytics, communications service providers, Rob Rich, TM Forum, Frameworx, social networks, business intelligence, customer aquisition, analytics tools

Please note: This report is free to TM Forum members.
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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
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Note: Product cover images may vary from those shown