Adding social listening to any customer relationship management solution is a natural progression. But, many criticized the solution as a violation of their customers’ privacy rights. Nevertheless, the technology has advanced and can save companies millions on marketing costs. Social listening enhances a CRM solution by giving the business an opportunity to acquire knowledge and insight about what customers are saying and their feeling toward the company or its products. It can also enhance marketing campaigns by giving marketers an awareness of what messages may be better received and can gauge how current marketing efforts are performing. It also helps human resources personnel and the company to monitor employee performance, gauge their reputation among the workforce, and help identify disgruntled employees. Read more at: http://it.toolbox.com/blogs/insidecrm/should-social-listening-be-part-of-my-crm-solution-70204

In a recent research by Gartner, it was found that failure to respond to customer complaints via social media channels can lead to a 15% increase in client loss. Customers get agitated if your brand fails to respond to social media complaints and that includes ignored emails or phone calls from customers. Social listening capabilities in your customer relationship management software (CRM) can provide your organization with the ability to tap into these conversations and comments immediately. You can understand sentiment and other measures of how you stack up to your competitors with the help of social listening. So, social listening matters to any organization even more now. Read more at:  http://it.toolbox.com/blogs/insidecrm/3-reasons-your-crm-needs-social-listening-capabilities-69840

78% of the companies have dedicated social media teams and only 26% of the companies have social media as the part of their marketing strategy. This shows that, they don't recognize the value of social media marketing and they don't trust social media data for decision making. Companies using social media for marketing or promotion mainly use two strategies for monitoring:

• Restrict to hash tag mentions: A strategy that leads to high precision at the cost of many missed mentions.
• Unrestricted keyword search: An approach that could generate numerous false positives.

But these strategies lead to false results. Now the question arises how to monitor social media accurately?

Rohini Srihari (Chief Scientist at SmartFocus and a contributor to Econsultancy) in her article “how reliable are social analytics?” talked about several ways for monitoring social media accurately. Some of them are:

• For comparison across brands and different content sources, you should consider the various features like share of voice, sentiments, sudden spikes etc.
• Sentimental analysis is best for analyzing trends like change in public perception.
• For location based analytics, a researcher should ensure that a sufficient number of samples have been obtained.

To know more follow this link: https://econsultancy.com/blog/66466-how-reliable-are-social-analytics/