If customers are talking about our product (or our competitor's), it’s likely through social media: Twitter, Facebook, LinkedIn, blogs, etc. How organizations take care of this is called social CRM. At minimum, social CRM targets immediate damage control for user experiences gone horribly wrong (we've all seen the videos gone viral); at best, it's turning passive fans into engaged activists, who influence their networks.
Business intelligence success is increasingly about staying on top of social media in real time. These are free (or nearly free) social media and web monitoring tools that organizations can use to listen and research:
- google.com/alerts - get daily email (or feeds) with links when your searches yield results
Social CRM tools:
Hope some of these were news to you. Happy research!