Big Data Analytics Modeled Customer Feedback Portal

Customers are a great source for continuous product enhancement. Their feedback on products and solutions is a key aspect of understanding the pulse of the customer and is a valuable contributor to total customer experience (TCE). The goal is to proactively understand customer need and act on it before being asked.

Various mechanisms are used to interact with these customers for their feedback about product use, enhancement plan, and product portfolio reviews. There are multiple interfaces across product business units, i.e. pre-sales and sales, product marketing, Executive management, product management, engineering, and support, which interact with these customers. Consequently, most of the data gathered or reported from customers is either spread across various portals, buried, or is not used effectively to improve the product.

In this Knowledge Sharing article, Shoukathali Chandrakandi, Shelesh Chopra, and Gururaj Kulkarni provide details on how to interpret large quantities of customer feedback for a variety of EMC products by utilizing a centralized feedback server and running big data analytics. The analysis will provide insight to how key product key features are being used, areas of improvements, areas of concern, and more. The case study mentioned in this article involves EMC products.

Read the full article.