Are you seeing a return on your investment in social media? When the question about whether such returns exist was put to the audience at the recent Sentiment Analytics Symposium by Shree Dandekar, Dell Software’s chief strategist and senior director of BI and analytics, only a few hands went up. But Dandekar explained that it’s more possible to realize returns than many people may believe.
Dell’s Social Net Advocacy Pulse, or SNAP, tool and program is designed to help drive those returns. “Social ROI is not a myth but a reality,” Dandekar said. “It starts with a social media strategy and text analytics is a crucial underpinning of that journey,” which takes a company from social media listening and monitoring, to capturing and aggregating data from that, to engaging on and deriving insights from social media, to bringing that information into context with enterprise data for better lead- and opportunities-tracking. Dell is an in-house user of SNAP, bringing in 25,000 to 30,000 conversations a day for dell, he noted, and it runs a Social Media Command Center for facilitating listening to those conversations. (It also helps customers implement their own Command Centers.)