Over the years, data has grown organically within organisations through the use of social media, and now is the time when enterprises need to correlate the data and identify its patterns in order to understand it.
So said Srini Koushik, VP of strategic enterprise services, HP worldwide apps business services, when revealing the availability of HP's social intelligence solution, during the HP Discover conference, in Vienna, yesterday.
Koushik noted that social media channels and mobile technologies have fundamentally changed consumer behaviour.
“The customer information traditionally collected by IT departments represents only a small proportion of what is available. By combining all of the data available, enterprises can drive significant competitive advantage and enterprise value.”
He noted that the social intelligence solution enables organisations to capture, integrate and extract value from social media data.
According to Koushik, the new solution is based on a framework that enables businesses to listen to, understand and engage with their customers.
“This data enables businesses to understand their customers better and also to protect brand reputation. It also empowers frontline workers to respond better to customers.”
The company claims that the solution leverages social media data to enhance visibility into customers' actions for better insight, foresight and customer advocacy.
“Monitoring and managing market sentiments, perceptions and trends enables clients to win, keep and grow high-valued customers. Additionally, organisations can use it to proactively protect and enhance brand reputation,” the company notes in a statement.
Taking advantage of the collective intelligence offered through internal and external social networks also provides keen insight into product development, which enables businesses to accelerate market adoption and speed time to market, Koushik said.
“Companies have an endless supply of social media tools and information at their disposal, but they don't yet know how to manage and exploit it to generate enterprise value,” says Ashton Steyn, CTO and alliance executive, HP enterprise services SA.
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