Richard Snow's Analyst Perspectives

SAS Advances Customer Intelligence

Posted by Richard Snow on Apr 18, 2012 11:22:22 AM

SAS is one of the largest and best-known independent vendors of BI and analytics. The company’s website shows  16 product lines, and product variations to match almost every business analytics requirement in any industry. One of its core products lines is Customer Intelligence, which I wrote about last year. Customer Intelligence consists of four main components: strategy and planning, information and analytics, orchestration and interaction, and customer experience – among all these interesting areas, only the last really indicates what the products do.

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Topics: Business Analytics, Business Collaboration, Business Mobility, Business Performance Management (BPM), Cloud Computing, Contact Center Analytics, Customer Analytics, Customer Intelligence, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Information Applications (IA), Information Management (IM), Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), SAS, Social CRM, Social Media, Speech Analytics, Text Analytics, Voice of the Customer, Customer Experience, Analytics, Business Intelligence

SAS Supports Marketing through Customer Intelligence

Posted by Richard Snow on Nov 27, 2010 1:13:58 PM

SAS is a presence in analytics of virtually every kind and my colleague the broader value of SAS earlier this year. Only a couple of months back I wrote briefly about one of its newest offerings, Social Media Analytics. Since then I have had a chance to see this product in action. While the current version isn’t what I would describe as on the leading edge, it provides capabilities companies need right now. In simple terms it lets companies farm data from multiple social media sites (using extensions of its well-proven data extractors), processes these through a version of its core BI applications and then presents what consumers are saying about a company in ways that are easy to use and understand. Users can see customer sentiments about various topics such as company brand, products or services and get a view of trends and likely causes of changes of sentiment. Now that many consumers and customers are expressing their views through social media, this kind of information becomes vital to plotting future activities and helping to make smart decisions.

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Topics: Customer Intelligence, Customer Performance Management (CPM), Operational Performance Management (OPM), Customer Experience