Customer sentiment expressed on Twitter, Facebook, wikis, RSS feeds, and tools blogs, represent a potential gold mine for companies. The full view of customers is meant to help create personalized customer experiences and improve customer relations.
Social analytics describes the process of measuring, analyzing, and interpreting the results. interactions and associations among people, topics, and ideas. Social analytics is an umbrella term that includes specialized analysis techniques such as social filtering network analysis sentiment analysis, and social-media analytics.