May 23, 2013 09:00 ET

SDL Helps Enterprises Predict Customer Behavior

SDL's new Customer Commitment Framework™ provides predictive intelligence that business leaders can trust to drive Customer Experience Management programs

MAIDENHEAD, UNITED KINGDOM--(Marketwired - May 23, 2013) - SDL (LSE:SDL) has launched the first social data-enabled analytics framework that predicts customer behaviors including likelihood to buy a product, evangelize a brand or share content. SDL Customer Commitment Framework™ (CCF) empowers marketers, brand makers, sales and service professionals to make informed, data-driven and real-time decisions about where to invest resources to increase revenues, reduce costs and improve marketing effectiveness across all customer touch points. Insights gained using the CCF enable execution of effective Customer Experience Management (CXM) programs.

The SDL CCF captures social media conversations that are most important to understanding and enhancing the three fundamental customer journeys all businesses need for success - shopping, sharing, and advocacy - and applies patented algorithms to model the customer experience. It works in conjunction with SDL SM2 social media monitoring application, in addition to SDL's other customer analytics applications. The CCF assembles the social datasets and structures them into a series of predictive measures that C-level executives can understand, relate to and trust as a decision making tool.

"SDL pushes the Big Data envelope and is changing the way we think about social media as a data set. They are highly innovative and they manage to tie their insights back to business needs in a simple, intuitive way. Through the creation of their measurement systems like the Customer Commitment Framework, they are changing the way organizations understand the experiences they deliver to customers," said Tom Moran, principal program manager, Office 365 Customer Experience, Microsoft Corporation.

The patented metric system employed by the CCF measures three core business goals that align closely with the factors most impacting customer experience for organizations: the Product Commitment Score (PCS) is designed to predict and enable purchasing behavior; Customer Relevance Score (CRS) designed to predict and enable sharing behavior; and Brand Commitment Score (BCS) predicts and drives advocacy behavior. These scores are statistically linked and complimentary to well-established scorecard metrics - including NPS, CSAT, and NSAT - currently used today. Additionally, the CCF leverages the social data set to delve deeper into each relevant experience in the customer journey, whether that experience happens online or off.

The CCF release also features the SDL Customer Commitment Dashboard (CCD), an intuitive online interface and executive dashboard that enables business leaders to easily access diagnostic tools and view CCF scores. The CCD delivers a near real-time and predictive view into the experiences that make up the customer journeys, so organizations can course-correct and continually optimize programs, processes and outcomes.

"SDL developed the Customer Commitment Framework to provide business decision-makers with direct knowledge of their customers to enable awareness, acquisition, advocacy and retention" said Mark Lancaster, SDL CEO. "By truly leveraging social data, CCF provides insights into the offline and online customer experiences that previously could only be obtained through traditional measures such as market research that require lengthy timeframes and large-scale budgets," he continued.

For more information about the SDL Customer Commitment Framework and its features/benefits, please click here.

About SDL

SDL enables global businesses to enrich their customers' experience through the entire customer journey. SDL's technology and services help brands to predict what their customers want and engage with them across multiple languages, cultures, channels and devices.

SDL has over 1,500 enterprise customers, 400 partners and a global infrastructure of 70 offices in 38 countries. 42 out of the top 50 brands work with SDL. For more information, visit

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