Posts Tagged CRM

ClickFox applies analytics to map the customer experience

Posted by Jeff Kelly in Big Data, memeconnect, Wikibon on April 6, 2011


Integrating social media data analytics with customer relationship management (CRM) software has been getting a lot of attention lately, the latest development being Salesforce.com’s acquisition of Radian6.

But an Atlanta-based company called ClickFox is betting on a different type of CRM-related analytics it calls customer experience analytics. While social media analytics aims to help companies understand what customers are saying about them on the web, customer experience analytics is more concerned with identifying and improving how customers interact with companies both online and off by analyzing customer touch-point data.

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