Sage North America, a provider of business management software, has long embraced the notion of customer centricity. This fact is evidenced in our reliance on Net Promoter Score (NPS), a score obtained by asking customers about their likelihood to recommend a product or service. Our product general managers gauge the relationship health of our business by monitoring NPS surveys, as well as other empirical diagnostics. But it wasn't until the adoption of a broader Customer Experience Management (CEM) program that also leverages text mining that Sage North America became capable of discerning the true voice of our customers.
Drawing from survey verbatims and other text-based customer channels, text mining enables a company to tap into the true feelings of each of its customers.
The recent rise of text mining and CEM at large Fortune 1000 companies speaks volumes about the importance these companies are placing on making their customers happy. While...
