Social Media Working for Customer Service

Seen evidence of this recently, but it is typically at the touch of our fingertips these days.

Social Media not Working for Customers Service?
Despite promises to eliminate long waits on hold and speed consumers to empowered associates, the use of social media to handle customer service issues remains stubbornly ineffective for most retailers. How optimistic are you that social media will ultimately develop into an effective customer service tool?  ... 

SAP Does Analytics Cloud

It seems to be the week for new analytics offerings.   A Software as a Service offering.  Implications of some embedded intelligence, which makes sense since SAP has always delivered some domain  tailored capabilities.

SAP launches souped-up, cloud-based analytics solution
AP SE is getting into the Big Data analytics-on-cloud game with the launch of a new service, SAP Cloud for Analytics that’s able to digest data from multiple stores both on-premise and in the cloud.
Nic Smith, SAP senior marketing director for analytics, told CRN.com that SAP Cloud for Analytics is built natively on the company’s HANA Cloud Platform, and that it can operate as a standalone business analytics tool or in tandem with other SAP apps.

“This is an entirely new Software-as-a-Service solution that we think is going to redefine analytics,” Smith enthused. “This is built from the user-experience perspective [and] will lead to new analytic applications. ... "