|[February 27, 2012]
Customer Relationship Metrics Launches Social Media Business Intelligence Offering
STERLING, Va. --(Business Wire)--
Relationship Metrics, L.C. launched Social Media BI, a solution for
companies that want to build an effective social media strategy to
improve relationships with customers and identify operational
Smart companies see social
media as a valuable source of customer data, and realize that it
must be integrated into the overall customer experience management (CEM)
strategy, which encompasses all contact points.
With Social Media BI, customer-centric organizations can gain greater
control of what customers are saying about their brand by identifying
the issues that are most impacting customers. Based on this analysis,
they can take specific actions that will spread positive sentiment,
while fixing those problems that damage their brand.
Dr. Jodie Monger, founder and president of Customer Relationship
Metrics, says, "Many companies fall into the trap of simply listening to
and running after their loudest online critics. But the real challenge
for consumer-focused companies is to bulletproof their relationships
with customers, so that criticism is dampened or even drowned out
completely by customer champions."
Social Media BI incorporates a thorough 360-degree assessment of
customer relationships. It starts with identification of those issues
that lead to the greatest number of customer complaints, which is then
cross-referenced with online sentiment and chatter to correlate those
issues that negatively impact customer relationships and corporate
reputation. Armed with this information, Customer Relationship Metrics
then creates a social media roadmap to help the client execute a
cohesive and proactive social media
The service also includes analysis of the company's current social media
strategies and suggests targeted new approaches that enable companies to
quickly respond to online detractors, while filtering social media data
points to identify best practices and areas of concern.
Dr. Monger added, "Social media is more than a marketing channel - it is
an opportunity to reduce support costs by providing social
ABOUT CUSTOMER RELATIONSHIP METRICS, L.C.
Customer Relationship Metrics, L.C., headquartered in Sterling,
Virginia, is a provider of managed call center analytics and advisory
services. Customer Relationship Metrics' business intelligence solutions
use SaaS (News - Alert) data collection and reporting tools combined with subject
matter expertise to significantly lower the in-house total cost of
ownership and to eliminate the skilled personnel gap.
For more information, visit their award-winning blog at http://www.metrics.net/blog,
or their website at http://www.metrics.net.
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