Content Analytics System for Social Customer Relationship Management

Abstract

We propose to demonstrate a system that helps enterprises manage their social Customer Relationship Management (CRM) presence. Our system performs deep analytics over consumer posts and authors to help companies monitor their CRM presence, and to identify and respond to actionable posts. In this paper we share challenges and experiences in building this system. Findings yield a step change in the ability to implement social systems for customer care and leverage communities as effective proxies for CRM. This work also identifies novel knowledge and data mining challenges, such as identifying content that requires enterprise action, and prioritizing actionable posts based on various types of intent.