T-OMT: A Novel Opinion Mining Tool for Improving Global Customer Relationship Management

For IT companies, a quick reaction when a new product is being deployed into the market is crucial, so a very dynamic response is required, mainly analyzing the new channels used by their customers to express their satisfaction or concerns. This quick response can only be achieved if companies count with the support of powerful Opinion Mining Tools able to analyze the sentiment evolution over the new channels like social networks or corporate blogs and forums, then these have become the most common choice for obtaining a valuable feedback and traditional channels like filling out forms or call centers have been relegated to a secondary position. In the present paper, we present a novel and powerful tool for opinion mining developed by Telefonica R&D in the framework of the Render project, able to produce quick reports with userfriendly charts to analyze information coming from different sources and providing the company with a powerful weapon to be able to react to negative sentiment when releasing new products or services, and adapting them to the needs of the customers, that will actually be the final beneficiaries, then the products and services will be much more adapted to their currents needs. INTRODUCTION & MOTIVATION Nowadays, companies involved in a global and dynamic market should be very careful with the needs of their actual customers to keep their loyalty. Therefore, new products to be launched must always take into account the current needs of the customers and the community related with them in order to be able to attract new customers with