General CRM
Sentiment Analysis
The process of computationally identifying and categorizing opinions expressed in text to determine whether the writer's attitude is positive, negative, or neutral.
Complete Definition
Sentiment analysis uses natural language processing and AI to analyze customer feedback, social media posts, survey responses, and support tickets to understand customer emotions and attitudes. In CRM, sentiment analysis helps identify at-risk customers, measure satisfaction, prioritize support cases, and inform product development.
Key Points
- 1Analyzes customer emotions
- 2Uses AI and NLP
- 3Identifies at-risk customers
- 4Measures customer satisfaction
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