With the rise of social media and the desire to gain analytical value from the activities that occur between individuals within social networks, a new concept, Social Intelligence, has emerged. Traditionally Social Intelligence was a term that described a person’s ability to get along with others and navigate social, occupational and other types of relationships.
In the world of BI and analytics, Social Intelligence denotes customer knowledge that comes from joining a customer’s social media behavior with traditional customer intelligence information that comes from customer relationship management (“CRM”) software and conventional marketing.
Typically in Social Intelligence applications, information about KPIs are displayed in end user dashboards. Other analytical products, such as reports and alerts, also allow users to analyze and derive meaning from customer communications and interactions. Embedding this ability allows frontline users to rapidly analyze and respond effectively to customers.