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ABSTRACT:

Today’s businesses strive to be customer-centric to stay competitive and maintain a good brand reputation. And, through their postings on social media, blogs, comment sites, and more, customers’ opinions influence not only their own buying behaviors but also those of their audience. Organizations must analyze this data to gain external insight about their brands, products, services, and competitors.

This TDWI Best Practices Report looks at businesses’ current practices and future plans for social media analytics. Read on to learn how you can achieve a greater return on investment (ROI) from this process as well as make considerable strides in predicting customer retention, attrition, and return rates – reducing customer churn.

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