CRM - October 2008 - (Page 47)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. Apple 16, 19 AT&T 16 Bath & Body Works (Limited Brands) 43 Bayer-BaySystems 43 Chase (JPMorgan Chase) 16 Comcast 19 Continental Airlines 12 Dell 38 E-Loan 38 Facebook 38 Honda 38 Hotel Monaco 19 LeasePlan USA 19 Orbitz 38 Overstock.com 38 philosophy.com 44 PPG 33 Sales Performance International 46 Southwest Airlines 19 Sprint 16, 19 StubHub 20, 38 The Rubicon Project 38 Time Warner 19 UCSC 43 United Linen and Uniform Services 38 Verizon 38 Verizon Wireless 16 WIKA Instruments 45 XM Satellite Radio 19 Zappos.com 38 RE:TOOLING BY CHRISTOPHER MUSICO Business Problem: Tech Solution: Text Mining Tools > > Product: Failure to create actionable strategies from unstructured customer data You have plenty of customer information. The new frontier is combing through the mass of data from blogs, customer feedback, email, memos, surveys, and Web documents. It’s nearly impossible for employees to assess it all and to identify trends and opportunities. Text mining tools can do the heavy lifting—discovering and extracting selected data from large document collections and pointing out common themes and potential opportunities that you can act on efficiently and with less risk. Clarabridge Content Mining Platform 3.0 Delivery Model: hosted or licensed Price: Initial installations range from $10,000 to $15,000 per month. Licensed models start at $350,000. Pricing is a function of the number of feedback sources, volume of responses, and number of users. Business Benefits: CMP 3.0 provides an enterprise-class platform for customer-oriented analysts across marketing, product, and customer care organizations. It harvests text-based customer feedback including surveys, user forums, and online product reviews. Business users, analysts, and market researchers can explore, organize, and distill insights, sentiment, and root causes to understand customer experiences, product suggestions, and market feedback. Functionality: The offering mines disparate text-based sources of feedback, stores the transformed data, and connects into the client’s business intelligence software. CMP 3.0 automatically categorizes all comments, understands and displays the sentiment expressed, and reveals emerging trends and significant relationships while permitting the determination of root causes of any issues revealed. The Clarabridge Navigator adds an intuitive guided-discovery interface for analysts and researchers. Contact: Clarabridge at 1-703-663-2500; or visit www.clarabridge.com. > > Product: > > Product: DataFlux Platform 8.1 Delivery Model: installed software Price: Enterprise pricing starts at $50,000 and varies according to the number of users and the architecture requirements of the implementation. Business Benefits: Traditionally, solutions look for records representing duplicated data within each set and then attempt to match the records. This process works well with structured records, but not unstructured data. This platform allows companies to extract value from unstructured customer data as they increasingly combine Web-based data into customer data integration initiatives. Functionality: Users can accelerate data-management efforts to achieve the highest levels of data governance, compliance, and master data management. Version 8 introduced DataFlux Accelerators— bundles of prebuilt workflows and services designed to reduce implementation time by resolving common problems regarding customer data, product information, or regulatory compliance. ■ADVERTISERS Calabrio 37 www.calabrio.com www.saynotoducttape.com 1-763-592-4600 CRM eWeekly inside back cover www.destinationCRM.com/newsletter ITI Practical Books inside front cover www.infotoday.com 1-800-300-9868 RightNow Technologies 5 www.rightnow.com/travelocity Verint Witness Actionable Solutions back cover www.verint.com 1-800-4-VERINT Contact: DataFlux at 1-877-846-3589; or visit www.dataflux.com. SAS Text Miner Delivery Model: installed software Price: Runs on the company's data mining environment, which requires a license—both together start at $58,000. Business Benefits: SAS Text Miner provides tools for discovering and extracting knowledge from text documents. It transforms textual data into a usable, intelligible format, which facilitates classification, finding explicit relationships or associations, and clustering documents into categories. The solution integrates text-based information with structured data for improved analyses and decision-making. Functionality: Universal data access enables visibility into textual data in numerous formats, including PDFs, extended ASCII text, HTML, and Microsoft Word. The solution’s self-documenting interface eliminates manual coding with visual diagrams, and process flow can be modified, saved, and shared with others. Text-clustering algorithms enable users to group documents based on content, profile clusters using additional structured data from original documents, and more. ■WEB EVENTS Oct. 1, 2008: Kana webinar 9 http://webinars.destinationCRM.com/kana/103/ Oct. 8, 2008: eGain webinar 11 http://webinars.destinationCRM.com/egain/112/ Oct. 15, 2008: Genesys Telecommunications Laboratories webinar 13 http://webinars.destinationCRM.com/genesys/108/ Oct. 22, 2008: EchoSign webinar 15 http://webinars.destinationCRM.com/echosign/110/ Contact: SAS Institute at 1-800-727-0025; or visit www.sas.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | OCTOBER 2008 47 http://www.Overstock.com http://www.philosophy.com http://www.clarabridge.com http://www.Zappos.com http://www.calabrio.com http://www.saynotoducttape.com http://www.destinationcrm.com/Newsletters/ http://www.infotoday.com http://www.dataflux.com http://www.rightnow.com/travelocity http://www.verint.com http://webinars.destinationCRM.com/kana/103/ http://webinars.destinationCRM.com/egain/112/ http://webinars.destinationCRM.com/genesys/108/ http://www.sas.com http://webinars.destinationCRM.com/echosign/110/

Table of Contents Feed for the Digital Edition of CRM - October 2008

CRM - October 2008 Contents Front Office Feedback Reality�Check Customer Centricity The Tipping Point Sprinting Toward Disaster? SAP�Retains Market-Share Lead in�CRM A�Week of Strong Customer�Service CRM�on Twitter Build a Good Event and They Will Come Required Reading There's No Place Like Home The New Breed of CRM�Consultant The Price is Right...You Hope How Much Marketing is Too�Much? The�Sweet Smell of High-Quality�Service The Next Act! For An Acquisition Some Stories Never Get Old CRM�Eases the Pressure For WIKA�Instruments Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - October 2008

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