Download Turn Your Customer CRM Data into Actionable

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.