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Turn Your Customer CRM Data into Actionable, Manageable Insights Nielsen My BuzzMetrics CRM Every single day, your customers and prospects are telling you first-hand about their experiences with your company, products and customer service programs. Are you listening and responding in a way that protects and promotes your company and brand? Nielsen My BuzzMetrics CRM helps you get to the heart of your customer feedback by converting mountains of your customer data—feedback forms, user groups, and e-mail exchanges—into manageable, actionable insights. Using proprietary, innovative technology, MyBuzzMetrics CRM pools your customer touchpoints and identifies core areas of opportunity, risk and development for your customer service and brand advocacy development. Nielsen My BuzzMetrics CRM gives you the insights to understand: • How your customers and prospects feel about your brand, product or service—in their words • How consumers are responding to your customer service process both on and offline • Potential enhancements to existing products and services based on client feedback from your customers • Specific issues that are being discussed around your company, brand or organization • Events, trends and issues that may be influencing how your customers perceive and respond to you Nielsen My BuzzMetrics CRM is support to all functional areas of your business: • Marketers: Quickly identify trends, monitor promotions and feedback, and judge the effectiveness of marketing campaigns and promotions • Brand managers: Easily discern key areas of customer satisfaction/ dissatisfaction, product strategy, product-related issues and more • Customer service teams: Streamline work processes and costs, enhance customer retention efforts and coordinate customer communication programs cost-effectively • Public relations: Gauge customer/ consumer sentiment, identify trends, • How your marketing and branding efforts opportunities and threats, and monitor are really resonating with your customer rumors and reputation issues • Why you win and retain customers, and why you lose to competitors Nielsen My BuzzMetrics CRM’s easy-to-use digital dashboard facilitates quick analysis and the ability to drill down from high-level analysis to individual consumers’ verbatim comments Nielsen My BuzzMetrics CRM: Solutions to leverage your customer CRM data Client Benefits: How It Works: • Identify potential customer relations problems and respond quickly— before they become crises Nielsen My BuzzMetrics CRM proprietary and innovative content mining platform classifies and analyzes vast amounts of unstructured data to provide relevance, context and framework for digital strategies. • Analyze customer opinions and attitudes to build competitive advantage Nielsen My BuzzMetrics CRM gathers internal customer communications and data from your own CRM, and compiles meaningful analysis to help you get a full understanding of your customers. • Identify new product opportunities • Detect the need for, and reactions to, product improvements • Surface new phrases, ideas and concepts being discussed about your brand • Evaluate the effectiveness of your marketing promotions and programs Collection Situation Solution Snail-Mail Feedback Web site Feedback about contact us Analytics • Exploit key areas of satisfaction/ dissatisfaction for competitive advantage • Establish alert mechanisms for immediate identification of problems/rumors Internet Communities 360-Degree view of Feedback E-mail Feedback Voice/Phone Feedback My BuzzMetrics CRM in Action: A well-known national financial institution needed to help its credit card division understand consumer perception not only of its own brand, but also of its competitors. The credit card business is highly competitive, and consumers are inundated with offers to switch issuers. Using My BuzzMetrics CRM solutions, the financial institution was able to monitor discussion boards and integrate its own call center and consumer survey data. By including consumer attitude scores in its regular performance reports, the institution was able to identify trouble spots to increase customer retention and expedite strategic decisions. For more information, contact your Account Manager, e-mail us at [email protected], or visit www.nielsen.com © 2009 The Nielsen Company. All rights reserved. Printed in the USA. Nielsen and the Nielsen logo are trademarks or registered trademarks of CZT/ACN Trademarks, L.L.C. 09/09 Nielsen’s My BuzzMetrics services deliver trusted brand metrics, meaningful consumer insights and realtime market intelligence to help clients apply the power of CGM to their businesses.