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January 22, 2008

Nucleus Research finds SPSS text mining software reduces customer churn by more than 50 per cent

~ new guidebook on SPSS text mining outlines best practices for organisations seeking to uncover hidden value in unstructured data ­~

SPSS a leading global provider of predictive analytics software and solutions, announced today that Nucleus Research, a leading IT research analyst firm, found that text mining technology from SPSS can reduce customer churn by more than 50 per cent when properly implemented as part of an overall customer satisfaction strategy. Nucleus Research also found that text mining functionality increases analyst productivity by up to 50 per cent.

The findings are documented in ‘Guidebook: SPSS Text Mining,’ which identifies key best practices, missteps to avoid and fine-tuning tips organisations can use to integrate text mining into their analyses to better understand customers’ attitudinal and behavioral patterns and then make better business decisions.

“We found SPSS text mining, either on its own or in conjunction with traditional transactional data mining, can help companies put customer insights in context, identify areas for improvement and better understand, predict and proactively manage customer interactions,” said Rebecca Wettemann, vice president of Nucleus Research. 'Companies adopting text mining can leverage the growing content on the Web and in customer interactions for competitive advantage.”

SPSS Text Mining for Clementine® 12.0 software gives organisations a unique advantage to extract key concepts, sentiments and relationships in different languages from textual or ‘unstructured’ data, such as email, call centre notes, blogs, RSS feeds and surveys. Users can easily extract additional insight and predictive power from these channels to reduce customer churn, improve productivity, detect fraud and increase marketing campaign results.

“The Nucleus Research guidebook confirms our leadership in predictive analytics and demonstrates the power of text mining to help organisations draw more reliable conclusions and take more effective action,” said Olivier Jouve, vice president of corporate development for text mining at SPSS. “With an estimated 80 per cent of an organisation’s information contained in text, SPSS text mining quickly and easily analyses unstructured information to direct, optimise and automate business decisions.”

Download Nucleus Research's "Guidebook: SPSS Text Mining" report

For more information on Text Mining for Clementine 12.0, announced Jan. 14, 2008, please visit http://www.spss.com/text_mining_for_clementine/.