Social Monitoring. Sorry, we do only speak English.

Juli 26th, 2010 • 9 comments Social, Tools
Tags: Analytics, Business, Monitoring, Radian 6, Semantic, Social Influence Marketing, Tools, Truth, World

The other week I attended a presentation by a major social analytics vendor from the U.S. If you have ever attended a telephone presentation of one of the many social-related tools you know how shiny and well applicable these tools seem to be when they get presented to you.

During the presentation the sales representative highlighted how easy and simple it is for his tool to identify and validate social leads according to the brand’s needs. I asked how the tool does it. He pointed at the tool’s sophisticated semantical algorithms. I answered ‘Fine, so it’s only applicable in the U.S., right?’ I am German, working in a Canadian agency in the Netherlands. This tool does only speak English. It is neither prepared to cluster German, Dutch, Italian, Polish nor French conversations. He replied ‘Well, that’s the problem with any analytics tool’.

I think that’s kind of funny. Among the hundreds of social media monitoring solutions there is almost none which is polylingual. Rather simple solutions such as Viralheat or Radian 6 are able to add transparency based on keywords. But mostly every ‘semantic’ tool does fail once we are talking about all non-English places on earth. And there are countries which are not the U.S. – I am quite convinced of that.

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My Perspective. The New Rules of Relationship Management.

März 7th, 2010 • 2 comments Allgemein
Tags: Adaptation Marketing, Altimeter, Brands, Business, Monitoring, Reports, Social, Social Business Design, Social CRM, Social Influence Marketing, Strategy, Tools, World

Altimeter Group has just published its new report entitled ‘Social CRM. The New Rules of Relationship Management.’ It assumes that companies are simply overwhelmed with social interactions. They need tools, but they need tools to deliver on certain, clearly defined objectives. This report tries to give an overview on the tech-related maturity of SCRM tools and their relation to company objectives. Most of you will find it f*****ing boring. I don’t.

About half a year ago I posted an article entitled ‘Social CRM. Ready for action?‘. I tried to give a rough overview on the relevance of a new approach to brand-customer-relations in an era shaped by interactions among users via social software.

Of course I am not the first one to reflect the outcome of a world gone social for CRM. People like Esteban Kolsky (read his articles ‘The Roadmap to SCRM‘), Wim Rampen, and a few more CRM guys try to define the role of SCRM for today’s marketing. And now there is a new report by Altimeter’s notorious Jeremiah Owyang and Ray Wang – Social CRM: The New Rules of Relationship Management.

What’s it SCRM?

Social CRM extends the classic definition of Customer Relationship Management. According to Paul Greenberg…

CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.

SCRM accepts the fact that there are millions of people virtually interacting . They are chatting about your brand, recommending your sneakers, or rate your restaurant online. This is where SCRM starts off…

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Social Media Intelligence. We sell or else.

September 22nd, 2009 • 6 comments Intelligence
Tags: Analytics, Business, Diagram, Intelligence, Monitoring, Prediction, Strategy, Trends, World

Something’s happening out there in the outer social space. And while me, my coworkers and many, many others still try to explain Social Media Monitoring to  clients, a couple of interesting questions were recently raised by a couple of intelligent people. One of them was Bud Caddell who criticized the idea of sentiment analysis. His criticism revolves around the fact that monitoring tools which are based on semantic analysis do most often offer quick overview diagrams which say something like “62% of all users in the social web like your product” (or similar).

Bud argues:

Here is what I think: sentiment analysis won’t ever be enough, and not because of sarcasm or industry specific slang, but because we are measuring the WRONG thing. It’s about the effect, not the content of the message.

I basically agree. We are making the same mistakes again. The same mistakes that were made by the marketing industry for ages by setting up big surveys which anticipate answers we have to give in case we fail. No doubt, only few human beings want to fail. But there is a difference between a survey and the right action afterwards. According to ABC News/Washington Post polls 75% of all Americans approved Bush’s handling of the situation in Iraq when the war started in 2003. According to this sentiment analysis Bush’s decision was completely justified.

Do you understand what I mean? There is a deeper problem.

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