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Do You Hear What I Hear? - Social Listening & Monitoring Strategy

"Oh how I wish I could be a fly on the wall". Marketers have said this to themselves since the dawn of the industry. And while some smart people in underground laboratories worked on a grand scheme to mount tiny cameras to millions of flies around the world, our customers did something that threw us for a loop.

They began Facebook posting, Tweeting, LinkedIn messaging, and Pinning their every interest for the world to see. Too bad for the mad scientists.

For the first time in history, it is becoming possible to understand our customers' needs, wants, pains, and attitudes in real time, at a micro and macro scale. For us marketers, the choice is clear. We can do nothing, and ignore what our customers are saying publicly. Or, we can choose to leverage these clues about what customers want to create a better experience.

Join this session and learn how SAP has used social listening to:

Pick up clues about customer needs, pains, wants, and sentiment

Inform its content strategy

Respond to crises in real time

Enable the sales force with unprecedented insight into their prospects

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