JUL 26, 2010 7:38am ET

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SAS Helps Companies Make Sense of Social Media Comments

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I often read and hear today that social media is the new channel for marketing and customer service channel and also that companies must improve customer satisfaction to survive (I agree with the second proposition). Several observers have put the two ideas together and concluded that in the future all marketing and customer service will happen through social media – that I don’t agree with.

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