Everyone is analyzing social media, or so it seems. But, a lot of companies, even those MEASURING Social Media comments, are not exactly sure how to ANALYZE social media feedback.  The question I get most frequently from both prospects AND clients is – “How are other clients actually using the social media feedback they are [...]

I may very possibly be the last to blog on the theme of technology trends and predictions for 2012 with every blogger worthy of a following already having done so (and before 2012 actually arrived). But in my role at KANA, this is not something I think about only at New Year. On the contrary, [...]

Why Social Media Monitoring and Keyword-Based Listening is Already Obsolete Scenario: You are regularly tracking social media posts in forums, following Twitter and Facebook comments, or you’re looking at open-ended survey questions. You have selected a keyword tracking/social media monitoring tool and have been consistently tracking various keywords in those conversations with some success. You [...]