VEChannel Event Profile

Marketing Issues Analytics: Tapping the Voice of the Customer

Todays global enterprises solicit a steady flow of content from their customers via surveys, focus groups, web forms, and return/repair claims, to identify customers wants and needs. At the same time, large quantities of unsolicited content available from news articles, call center notes, emails, and online forums contain critical insights into what the customer does and does not like. In this webcast, Jim Nail from Forrester Research will explain the value of tapping the "voice of the customer" to identify key issues blocking product adoption, causing customer attrition, or preventing crossselling opportunities. Jay Henderson from ClearForest will show how the "voice of the customer" hidden in free text can be transformed into structured data and fed into Business Intelligence systems. For early visibility into product and customer issues, it is important to use the right tools to extract and analyze the "voice of the customer." The audience will learn how to use Marketing Issues Analytics to : Discover unknown product and customer issues Gauge effectiveness of efforts to address existing issues Identify buying factors and product improvements Monitor brand perceptions With early identification of issues around attitude, brand loyalty and satisfaction, learn how marketers across various industries including hightech, consumer goods, manufacturing, financial services, insurance, and hospitality are using Marketing Issues Analytics to acquire new customers, grow revenues from existing customers, and retain the companys most valuable customers. All you need to attend is : A 56Kbps Internet connection or better Computer speakers and sound cards to hear the audio Netscape 4.x or Internet Explorer 4.x (AOL users: AOL 5.0 and above only) Linux Users Please Note: To use the current Java client you will need to update to the latest version of Mozilla 1.7.3. Firefox/Mozilla. Using FireFox. Click Here To Set Up The WebEx Event Manager installed before the event Click Here To Set Up . NOTE: This plugin will not install if your browser has high security settings or you do not have administrative rights on your PC.

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