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Tools to Measure Buzz and Distinguishing Customer Centric Marketing from Customer Experience Management

Customer Experience Matrix

Sunday’s The New York Times had a long article on buzz measurement vendor Nielsen BuzzMetrics ( www.nielsenbuzzmetrics.com ) (“Brands For the Chattering Masses”, Sunday Business , December 17, 2006, page 1). Naturally this caught my eye since I had been pondering how to measure buzz for Customer Experience Management (see entry for December 8). If you're interested, the Cymfony Web site offers a free copy of a Forrester Research report on “brand monitoring systems”. To do this, marketing would have to overcome the political obstacles of a product-centric culture.

51.86 μs: 600.0 ns, 31.78 μs, 166.0 ns 192.2 ms: 556.2 μs, 6.413 ms, 184.4 ms