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ABSTRACT:

Businesses are on a constant quest to understand and engage with their customers, and structured customer data guides them in that quest. However, with the growth of social media, harnessing all of that data has proven both complex and full of opportunities.

This report advises that organizations that adopt social intelligence tools as well as best practices for rules-based business process workflows will be best able to use their social channels for customer engagement and to formulate decisions.

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