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EMC Capitalizes on a Wealth of Untapped Customer Feedback

By implementing text analytics into its support services tracking study, this IT industry leader transformed unstructured comments into actionable feedback.

EMC is a global leader in building next-generation information infrastructures to help customers transform their IT operations. To enhance their voice-of-the-customer strategy they implemented a text analytics program to complement the insights they were receiving from customer surveys. EMC leveraged text mining – the practice of taking thousands of unstructured customer comments and systematically categorizing and applying sentiment to them. By building a powerful source of actionable customer insights EMC was able to better meet and exceed customer needs.

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Client Results:	EMC Capitalizes on a Wealth of Untapped Customer Feedback Motivating the actions you want with an effective incentive compensation plan Leader in Networked Storage Solutions How well do people in your organization put customer insights to use CEO Perspective - What is on the mind of a customer-focused CEO? Driving sales growth through customer accountability Changing company culture through a worldwide network of customer advocates Creating a world-class customer strategy Maintaining exceptional customer focus through indirect channels Customer loyalty as a key business strategy Driving improvement with results Growing your strategic accounts with customer focus Use of hot alerts prompts action, big pay off
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