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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out, and

One response to “Analytics Is the Social CRM Secret Sauce”

  1. Bruce Alder

    This article captures it perfectly. While obtaining data is fairly straightforward (and storage is cheap), companies easily accumulate hundreds of terabytes of data without the accompanying analytics to fully, or even partially, make use of the data. Through data mining and deep dive analytics, companies can identify competitive threats, product quality issues and market trends long before they grow and have the chance to threaten their business or brand strength. At HP we bring to bear not only SAS EG, PC-SAS and JMP (all SAS products, SAS was referenced in the article above since the author was attending the SAS M2010 Data Mining Conference in Las Vegas , Oct. 25-26) but also Minitab, PolyAnalyst, PolyVista, Clarabridge and Nexidia to get the most out of our customer feedback. As analytic manager at Marlin Mobile, we are focusing on analytics up front as heavily as we do on identifying and capturing the data. The competitive advantage in the future lies with those who know how to analyze and act on data, not those who simply accumulate data.

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