Summary
Customer insights (CI) professionals have looked at social data to answer their customer questions for about 10 years, but at most organizations, social insights continue to live exclusively in social channels. But, they don't have to. This report describes the successes that two organizations — the Republican National Committee and DirectBuy — have seen from expanding their use of social insights beyond the social Web to create real business impact. Use this report as inspiration for you and your team — and to demonstrate to the rest of your organization how they should be using social insights to make customer-centric decisions.
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