Social CRM - The Unstructured Data Problem

Customer Relationship Management has taken a new turn with the advent of social Media. There has been an increased awareness of the value of the extensive data being made available through Social Media in Managing Customer Relationships. The issue is that there needs to be a means of analyzing the data. Traditional CRM systems have been developed to enable the analysis of structured data. Tools for analyzing unstructured data have been scarce. But they are coming on to the market.

The firm Customer Relationship Metrics recently announced a new tool Text BI, which is designed to enable the advanced analysis of unstructured data. Essentially it incorporates a method for adding a structure to the data and then feeding it into its analytics tools. Analytics of this type are increasingly important for CRM and BI systems and we can expect to see more of them coming out. For a brief rundown on Text BI, check out this article.