Yoonsik Chung ISM 158 June 1, 2010

Combines data from social media with internal data for better business insight Social media sources (Twitter, wikies, RSS feeds, blogs) New data mining and text analytics software Monitor changes in consumer, constituent and employee attitudes, uncover deeper insights, and then predict key factors that will drive future customer acquisition and retention campaigns

Enables companies to extract sentiment from the use of emoticons often used to describe views and feelings Also slang terminology that people use to describe products or services Recognizes that demands from industries having unique priorities and different terminologies in their data insight

Rosetta Stone Inc. Leading provider of technology based language learning solutions Relies on IBM predictive analytics software to uncover hidden trends in text responses from online customer product reviews, competitor websites and open ended survey questionnaires

"Predictive analytics allows us to leverage unsolicited and unbiased customer feedback and strategically improve our business. We now can also monitor competitor and industry websites, including blogs and news feeds, and other publicly available textual information to maintain a current view and better understand how the public perceives our competition.“ -Nino Ninov, VP of strategic research and analysis

Customer interactions through any channel are now evidenced based and result in more predictable and profitable outcomes The result is more effective customer relationship, management strategy and long term customer loyalty

References analytics-software.aspx?admgarea=news analytics-software.aspx?admgarea=news 03.ibm.com/press/us/en/pressrelease/31472.wss 03.ibm.com/press/us/en/pressrelease/31472.wss