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Going Beyond the Numbers: How to Incorporate Textual Data into the Analytics Program

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For example, a software manufacturer could mine textual data, such as product documentation, plus structured data, such as project metrics or call volume, to spot emerging issues associated with a new software release. Armed with alerts generated by analytics applied to the mined information, they can develop a strategy to address these issues before they propagate to a large numbers of users. Such an early fix could save millions on support costs and could go a long way toward maintaining good customer relationships.

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