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Social Media Monitoring Tools and Services Report 2014 - Excerpts

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Information about Social Media Monitoring Tools and Services Report 2014 - Excerpts
Data & Analytics

Published on October 6, 2014

Author: lmilic

Source: slideshare.net

Description

The Social Media Monitoring Tools and Services 2014, 5th Edition - The report offers elaborate profiles of two hundred forty five (245) Social Media Monitoring (SMM) tools and services worldwide including key product features, product applications, industry coverage, client and pricing information (on more than 150 SMM tools and services), contact information and much more. The Analysis part of the Report also provides a detailed guide to selecting and using SMM tools and services, definition of important SMM concepts and key applications, and up-to-date information on market trends including M&A activity in the SMM market. For more information visit http://ideya.eu.com/reports.html
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1. Analysis and Elaborate Profiles of 245 SMM Technologies and Services Worldwide Ideya Market Report, 5th Edition October 2014 Contact: Luisa Milic, Director, Ideya Ltd.  tel.: +44 (0)789 1166 897  Email: lmilic@ideya.eu.com  Company Website: http://ideya.eu.com Social Media Monitoring Tools and Services Report Public Excerpts 2014 www.ideya.eu.com EXTENSIVE COVERAGE OF TOOLS AND SERVICES FOR SOCIAL MEDIA MONITORING ―245 TOOLS AND SERVICES FEATURED SMM CONCEPTS, PRODUCT APPLICATIONS, INDUSTRY FOCUS, AND MARKET TRENDS PRICING AND CLIENT INFORMATION FOR MORE THAN 150 TOOLS DESCRIPTION OF KEY PRODUCT FEATURES TO AID YOU IN SELECTON PROCESS PROVIDERS CONTACT INFORMATION INCLUDING ADDRESS, TELEPHONE, EXECUTIVE NAMES, EMAILS

2. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. Dear Readers, We bring you this report with the expectation that it will save you time and guide you through a myriad of choices that now exist for social media monitoring. We conducted extensive market research of key features, clients, and current pricing of the tools and services. We hope you will find it useful and look forward to your feedback. Yours sincerely, Luisa Milic, Director, Ideya, Ltd. Ideya Ltd is a business and marketing consultancy. It offers customized and innovative services to help its clients face the challenges of market disruptions and turn them into opportunities. Since 2009, Ideya has been offering market research and advisory support to companies that are exploring Social Media Monitoring (SMM) solutions to guide them in the selection of SMM to boost their business performance and customer engagements. Ideya also provides consulting services to SMM technology providers interested in exploring partnership, sales or acquisitions opportunities. Luisa Milic, M.Sc. is the Founder and Director of Ideya Business and Marketing Consultancy. She has 18 years of international experience, working 11 years at KPMG LLP Market Research in the USA and leading the Ideya consultancy in Europe for 8 years. Luisa works on innovative business and market strategies with clients across industry sectors including manufacturing, retail and consumer goods, tourism, and information technology. She also engages with organizations in the education sector and public services, and collaborates with other consultancies. In Europe, she has developed a network of collaborators from FP6 and FP7 EU projects and develops business strategies for the commercialization of the resulting technical solutions. Luisa gives seminars on market research methods and conducts workshops on strategic planning in the public and private sector. www.ideya.eu.com Published on 3rd October 2014; Copyright (©) 2014 Ideya, Ltd. All rights reserved. No part of this report may be reproduced or distributed in any form or by any electronic or mechanical means, including information storage and retrieval system without permission in writing from Ideya, Ltd. All third party information or data included in this report are sourced from publicly-accessible source and remain the property of their respective owners. The data in this report are believed to be accurate at the time of publication but cannot be guaranteed; therefore Ideya, Ltd. cannot accept liability whatever the actions are taken based on any data in this report that may consequently prove to be inaccurate.

3. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. Table of Contents 1. INTRODUCTION ….………………………………………………………………………………………………………………………………….8 1.1 Who Will Benefit from this Report? ……………………………………………………………………………………………....10 1.2 Scope of the Report .............................................................................................................................. 10 2. FEATURED SMM TOOLS AND SERVICES ........................................................................... …………………….. 12 2.1 SMM Tools and Services by Availability ............................................................................................... 12 2.2 HQs Locations of SMM Tool and Service Providers .............................................................................. 14 2.3 Emergence of the SMM Tools and Services over the Past Decade ...................................................... 15 3. SOCIAL MEDIA MONITORING AND APPLICATIONS ..................................................................................... 16 3.1 Definition of Key SMM Concepts .......................................................................................................... 16 3.2 SMM Product Applications and Benefits .............................................................................................. 21 4. MARKET TRENDS ......................................................................................................................................... 47 4.1 Market Growth ..................................................................................................................................... 47 SMM market continues to demonstrate further growth but at a lower rate ............................................. 47 4.2 Market Dynamics .................................................................................................................................. 48 Big Technology Companies Entering the Market ....................................................................................... 48 Partnerships on the rise to deliver more strategic insights for businesses ................................................ 51 Emergence of Social TV Opens New Opportunities for SMM and Analytics .............................................. 56 Rising Merger and Acquisition Activity In 2014 ......................................................................................... 58 Positive impact of free SMM tools on SMM businesses ............................................................................. 67 4.3 Technology Innovation ......................................................................................................................... 67 Continuous investment and advancement in SMM technologies and features ......................................... 67 4.4 Customer Position ................................................................................................................................ 76 Increasing adoption of social media technologies ..................................................................................... 76 Businesses looking at Big Data and new kind of analytics ......................................................................... 81 Businesses still struggling with the tool selection and SMM ..................................................................... 81 5. A GUIDE TO SELECTING AND USING SMM TOOLS AND SERVICES .............................................................. 85 5.1 Planning for Success ............................................................................................................................. 85

4. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. 5.2 Consideration of Key Features ............................................................................................................. 88 5.2.1 Data Management ........................................................................................................................ 90 5.2.2 Data Analysis and Visualization ................................................................................................... 146 5.2.3 Process Management and User Interface ............................................................................... ..212 5.3 Pricing and Clients .............................................................................................................................. 235 6. REFERENCES .............................................................................................................................................. 285 Part 2 - Social Media Monitoring Tools and Services Directory 1. INTRODUCTION ........................................................................................................................................13 2. PROFILES OF PAID SMM TOOLS AND SERVICES .......................................................................................... 19 3. PROFILES OF FREE SMM TOOLS AND SERVICES ........................................................................................ 734

5. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. Contents LIST OF TABLES: Table 1. Paid SMM Tools and Services (Total 194) 13 Table 2. SMM Tools with Free and Paid SMM Services (Total 21) 14 Table 3. Free SMM Tools (Total 30) 14 Table 4. Distribution of SMM Tools and Services by Provider’s HQs Location 14 Table 5. Common Social Media Platforms 16 Table 6. SMM Tools - Key Functions and Product Applications 29 Table 7. M&As in SMM Market (Period 2005-2014) 61 Table 8. SMM Product Comparison by Media and Language Coverage 93 Table 9. Industry Coverage – List of SMM Tools and Services 123 Table 10. SMM Product Comparison Based on the Key Data Management Features: Alerts, Data Export, API Integration, Data Archiving 136 Table 11. Key Social Metrics By Major Social Media Platforms 147 Table 12. Key Social Metrics by Major Categories 148 Table 13. Filtering by Media Type – List of SMM Tools and Services 156 Table 14. Filtering of Results by Keywords or Topic – List of SMM Tools and Services 157 Table 15. Filtering of Results by Geography – List of SMM Tools and Services 158 Table 16. Filtering of Results by Demographics – List of SMM Tools and Services 158 Table 17. Viral Content Tracking and Analysis – List of SMM Tools and Services 184 Table 18. Predictive Analytics – List of SMM Tools and Services 199 Table 19. SMM Product Comparison Based on the Key Data Analysis and Visualization Features: Automated Sentiment Analysis, Human Sentiment Analysis, Influencer Analysis and Profiling, Trend Analysis, Topic/Theme Analysis, Word/Tag Cloud, Competitive Analysis, Campaign Management and Monitoring 201 Table 20. SMM Product Comparison Based on Process Management and User Interface: Customized Dashboards, Workflow Management, CRM 207 Table 21. Pricing and Sample Client List 236 LIST OF FIGURES: Figure 1. Strategic Approach to Selecting and Employing SMM Tools and Services 9 Figure 2. SMM Tools and Services by Current Status 12 Figure 3. Featured SMM Tools and Services by the Year of Introduction (2000 –2014) 15 Figure 4. Engaging Social Media Monitoring Tools 19 Figure 5. The Ways SMM and Engagement Can Impact Your Business Performance 22 Figure 6. Key Applications of SMM Tools 24 Figure 7. Featured SMM Tools and Services – Number and Growth (%) (2005 – 2014) 48 Figure 8. Timeline – The Year of Tool/Service Introduction 52 Figure 9. Social TV - Social TV Listening 58 Figure 10. M&A Activity in the SMM Market (2005-2014) 59 Figure 11. Cluster Analysis Chart 72 Figure 12. Predictive Analytics- Adobe® Social Predictive Publishing 70 Figure 13. Access across Any Device Including Desktop, iPhone/iPad, and Android 75 Figure 14. Social Intelligence Center View, “command-style center” creation capabilities 80 Figure 15. The Tool Key Features and Factors Impacting Selection Process 89 Figure 16. SMM Key Product Features - Percentage of SMM Products Offering Specific Feature 90 Figure 17. Usage and Perceived Effectiveness of Social Media Platforms 91 Figure 18. Alerts 132 Figure 19. Filtering of Results: Filtering Options 155

6. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. Figure 20. Segmentation By Demographics: Filtering of Results by Gender 155 Figure 21. Campaign Geo Filters 155 Figure 22. Sentiment Analysis - Share of Voice by Sentiment, Competitors' Sentiment Breakdown, Positive Sentiment Trending by Competitors 161 Figure 23. Sentiment by Conversation Topics 161 Figure 24. Sentiment Analysis: Total Mentions and Sentiment Scores by Industry Category and Trending Topics by Sentiment 162 Figure 25. Sentiment Trending 162 Figure 26. Negative Mentions by Location 163 Figure 27. Sentiment Analysis by Location 163 Figure 28. Human Sentiment Analysis: Manual Assignment of Sentiment 164 Figure 29. Influencer Analysis - A-List Sorted by Influencer Rank 167 Figure 30. Opinion Holder Share of Voice 167 Figure 31. Top Influential Sources and Top 10 Authority Sites 168 Figure 32. Bubble Stream Chart Combining Commenter's Influence and Sentiment 168 Figure 33. Influencer Profiling: Influencer Twitter Profile 169 Figure 34. Influencer Profiling: A Comprehensive View of an Individual's Public Content across the Web, Filtered by Topic and Ranked by Their Potential Impact On the User's Business 169 Figure 35. Author Interests Analysis 170 Figure 36. Influencer Profiling: Author Details, Sentiment, Comments, Number of Friends 170 Figure 37. Influence Gap Report Showing Share of Influence versus Topic or Competitors 180 Figure 38. Social Network Analysis: Visualization of a Twitter Network using “Graph in Box” Layout 183 Figure 39. Viral Content Tracking and Analysis: Virality Chart Measuring How Specific Articles Spread Through Different Media Channels and Identify Those With The Highest Impact 184 Figure 40. Channel Trends: Posts, Comments and Likes Over Time By Competitor 185 Figure 41. Trend Analysis: Key Metrics Over Time 186 Figure 42. Trend Analysis: Brand Sentiment Historical Trends 186 Figure 43. Trend Analysis: Evolving Topics 187 Figure 44. Topic Analysis: Clustering Techniques (Word Clouds) to Discover the Words and Phrases Most Frequently Associated With Company's Brand Or Keyword, Including Discovery of Emerging Players and Issues 188 Figure 45. Topic Analysis: Word Burst Chart with Keyword Categorization and Sample Mentions 188 Figure 46. Topic Analysis by Languages Showing Themes' Visibility, Positivity and Relationships between Themes 189 Figure 47. Topic Analysis – Interactive Topic Maps with Significant Words of the Online Discussions and their Relationships Amongst Themselves 190 Figure 48. Topic Analysis – Interactive Tree Map Showing the Most Common terms in the Mention Sets 189 Figure 49. Word/Tag Cloud by Media Type 191 Figure 50. Word Cloud with Positive and Negative Hot Topics 191 Figure 51. Cluster Analysis: Interactive Map Showing Major Themes and Their Relationships 192 Figure 52. Tag Creation and Word Tag: Offering Smart Tagging To Self Organize and Share Expert Opinions, Comments and Sentiment In Real-Time 192 Figure 53. Competitive Analysis: Volume and Share of Voice Chart 193 Figure 54. Competitive Analysis: Differentiating and Common Terms/Topics for Different Brands - Acquafresh and Crest Toothpaste 194 Figure 55. Competitive Analysis: Sentiment and Activity Including Mentions and Smart Tags Comparison 194 Figure 56. Competitive Analysis - Brand Net Promoter Score (NPS) By Channel 195 Figure 57. Competitive Analysis Trends 195 Figure 58. Competitive Analysis - Experience Scores Graph 196 Figure 59. Competitive Analysis: Facebook Competitor Engagement Map Used For Comparison of Brand and Competitors’ Facebook Performance by Engagement and Number of Fans 197 Figure 60. Competitive Analysis: Followers Comparison 197 Figure 61. Competitive Analysis: Competitive Matrix KPI's 182 Figure 62. Campaign Monitoring and Measurement: Campaign Monitoring Chart 200 Figure 63. Campaign Monitoring and Measurement: Social Campaign Details 200 Figure 64. Standard Dashboard 213 Figure 65. Customizable Dashboard 213

7. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. Figure 66. Workflow Management: Priority Inbox and Recommendations 216 Figure 67 Workflow Management: Social Inbox 217 Figure 68 Workflow Management: Setting Up and Customization of Status Levels of Messages to Improve Tracking, Routing, and Response Time 217 Figure 69. Workflow Management: Bulk Actions to Assist Community Managers and Moderators in Rapidly Processing Multiple Messages 218 Figure 70. Workflow Management: Calendar Publishing View 218 Figure 71. Workflow Management: Ticket System To Assign Tasks To Other People Within A Hotel/Chain 219 Figure 72. Workflow Management: Workflow Report - Ambassadors' KPIs, team performance 219 Figure 73. Workflow Management: Workflow Report Including Conversations, Sentiment, and Key Metrics 220 Figure 74 Workflow Management: Service Level Agreement (SLA) Response Time Reporting Dashboard with Compliance Monitoring 220

8. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. 1. INTRODUCTION EXCERPTS FROM THE SOCIAL MEDIA MONITORING TOOLS AND SERVICES REPORT 2014, THE 5TH EDITION The rapid proliferation of the social media platforms and online communications has completely transformed the realm of traditional marketing, market research, PR, advertising, CRM, customer services, and even innovation, with social principles and practices infusing all companies' business processes and activities. Companies are increasingly investing into social media programs and employing Social Media Monitoring (SMM) technologies and services to monitor and solicit public opinions about their brand and products, shape their online presence and develop strategies to engage and harness the social paradigm in order to build long term and profitable relationships with their customers. The use of social media tools has dramatically changed over the past five years, moving from experimentation phase to a more mission- critical activity and placing significant pressure on social programs and executives, to efficiently monitor, analyze, and engage within social media and deliver ROI metrics. Social intelligence offered by SMM tools is creating true business value for businesses by supporting every area of their business from understanding consumers’ needs and behaviors, competitive landscape, creating risk management plans, increasing customer experience and satisfaction, to executing smart product development and campaigns. The quantity and quality of SMM tools available on the market has also changed with the SMM technology industry maturing rapidly through the innovation and acquisitions by large technology companies and emergence of new tools delivering unique and more sophisticated analytical capabilities, creating a highly complex and diverse landscape of SMM technologies. There are many social media monitoring and management tools on the market and making an educated choice about which social media monitoring tools can best address company's needs and justify social media investment, has become a challenging and time consuming task for organizations, as social media technology business has branched out into a diverse set of technologies, data types and countless vendors confusing buyers. New tools and services are emerging continually, while already established SMM companies are frequently improving their products by introducing new features and coverage to accommodate their clients’ needs. Each of them offers specific set of functionalities and differs in focus, coverage and approach, with some focusing more on engagement, publishing and workflow management, while other offering strong analytics and reporting functions. There is still no single SMM tool or service provider that can effectively measure and address all aspects of social media. For that reason, most organizations today use multiple social media monitoring tools across different functional areas and geographies, as they require a slightly different approach and view of the social media space in order to address their specific social analysis and business needs. Existing market reports on SMM providers typically focus on a few, well established tools and services and at the moment, there are no comprehensive reports with a broad overview of the market and its players. As almost every business has a unique set of needs in terms of monitoring, measurement or social media management, and as not every business uses the same mix of social media channels or language coverage, the need for more comprehensive report is needed to meet ever-shifting range of disparate needs of customers. The purpose of this report is to fill that need and give an up-to-date, comprehensive view of the social media monitoring market and product offerings. The report provides:  Elaborate profiles of two hundred forty five (245) SMM tools and services including key product features, pricing and contact information

9. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved.  Definition of important SMM concepts and key product applications  Pricing and client information on more than one hundred fifty (150) SMM tools and services  Up-to-date information on market trends and M&A activity in the SMM market, and  A guide for selecting and using SMM tools and services. FIGURE 1. Strategic Approach to Selecting and Employing SMM Tools and Services We hope to enable companies and individuals to make effective decisions about the use of monitoring tools and services for their purposes, based on their specific business needs, objectives and budget, as the ideal solution for one business may not often be the best option for another business. For that reason, we made a concerted effort to explain some of the key features and factors that characterize current products:  Data management features such as data coverage, data latency, alerts, data export, Application Programming Interface (API) integration, data archiving,  Data analysis and visualization features, including sentiment analysis, influencer profiling and analysis, viral content tracking and analysis, trend analysis, topic and theme analysis, word/tag cloud, competitive monitoring and analysis, predictive analytics, campaign management and measurements,  Process management and user interface, including dashboard, workflow management, Client Relationship Management (CRM), engagement, and  Factors influencing purchasing decisions, including industry pricing, key clients that have been mentioned in online resources, product applications, industry focus, company size and year when the tool or service was made publicly available, (see FIGURE 7 - Timeline). This year's report provides valuable comparisons of products based on the social media monitoring functions and product applications, data management features, data analysis and visualizations features, process management and user interface features, as well as pricing and client listing. The report also includes a number of enterprise based social media management (SMM) and social media UNDERSTAND KEY SOCIAL MEDIA MONITORING CONCEPTS , FUNCTIONS AND APPLICATIONS SEE HOW THEY CAN BE APPLIED WITHIN YOUR ORGANIZATION UNDERSTAND SMM MARKET AND MARKET TRENDS -MARKET DYNAMICS -TECHNOLOGY INNOVATION -CUSTOMER POSITION LEARN ABOUT SMM TOOL COVERAGE AND KEY FEATURES QUESTIONS TO ASK AND FACTORS TO CONSIDER WHEN SELECTING SMM TOOL AND SERVICES PRICING AND PRODUCT AND SERVICE AVAILABILITY LEARN ABOUT DIFFERENT PRODUCT AND SERVICES, PRICING PLANS AND FREE OFFERS VENDOR EXPERIENCE: -CLIENTS SERVED -# OF YEARS IN SMM BUSINESS -INDUSTRY FOCUS -COMPANY SIZE

10. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. marketing platforms, which may offer some key social media monitoring features, but may also assist businesses in managing multiple social media accounts, content creation, publishing and moderation, workflow and permissions, data analytics, reporting and integration capabilities across enterprise. Because the landscape of the market changes rapidly and the SMM tool providers are constantly redesigning features and introducing new technologies, we also provide links to the tool websites and contact information. Thus the readers can easily access the latest information and review tool updates. 1.1 Who Will Benefit from this Report? Information in this report can be useful to a broad range of organizations and individuals who are interested in specific SMM tools and services and the overall market trends, in particular:  Mature businesses that want to broaden their understanding of the SMM tools and decide whether to develop their own tools or use external solutions  Start-up, small and midsize companies that want to leverage SMM tools and services to monitor social media communications and activities and reach their potential customers in an efficient and effective manner  Providers of SMM tools and service that are interested in the competitive landscape and possibilities for partnerships, sales, or acquisitions  Social media consultants who are looking for information about tools and tool features to complement their resources and expand their services  Investors who are looking for investment opportunities and seeking information on technologies and companies. 1.2 Scope of the Report Through extensive secondary research and interviews with experts and social media monitoring vendors, we collected information on 245 SMM technologies and services. We carefully examined tool descriptions on the official company and product Web site and supplemented that information with product reviews, vendors’ comments, and market reports in order to create a comprehensive profile for each SMM tool and service. The profiles are presented in the second part of the report, which is available as a separate document. The information in each of the 245 profiles is laid out in a uniform and structured way to provide a reader with an easy way to browse and learn about each SMM tool:  Name of the tool or service Official name found at the official Web site  Name of the provider Name of the company providing the tool or service  Contact information Tool Website URL Address, Telephone, E-Mail Address  Leadership Name of the Founder, CEO, or Director  Geographical coverage Location of the Company Headquarters (HQs), SMM technology providers' offices worldwide, language and market coverage.  Company status Privately or Publically Owned

11. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved.  Vendor's company size Number of employees  Industry focus Company/tool specialization in major industry segments (if any)  Key product applications Specific product applications (e.g., Marketing, PR, Reputation Management, Market Research, Customer Care, Sales and Lead Generation, HR, Legal and others)  Product and service availability Software Hosted, On-Premise, Mobile, White Label, Agency, Consulting  Monitored social media All, Twitter, Facebook, Google+, LinkedIn, Video and Photo sharing sites, Social Bookmarking, Forums, Blogs, etc.  Language coverage List of languages for text detection and sentiment analysis  Tool functionality Listening, Monitoring, Tracking, Analyzing, Engaging, Publishing, CRM, etc.  Third party technology Whether a tool is using third party monitoring technology  Tool and service availability Release products, pilots, free and fee based  Tool description and product features Description of key features, published client list, pricing information, media and language coverage, etc.  Year of tool or service introduction The year the tool was publicly released. We want to thank the following SMM technology companies for taking time to review their profiles, so our clients can get the most up-to-date information on their products and services:  Adobe Systems Incorporated (Adobe® Social), About Social Movements S.L. (Asomo), AlchemyAPI (AlchemyAPI), Astute Solutions Inc. (Astute SRM), Augure (Augure Monitor/ former iMente), bc.lab GmbH (bc.lab), BIG Social Media GmbH/USU AG (BIG Screen/BIG Connect), Brandwatch (Brandwatch), Buzzcapture B.V. (Buzzcapture), BlogMeter (BlogMeter Social Listening, BlogMeter Social Analytics, BlogMeter Social TV Listening), BrandProtect Inc. (BrandProtect SMART Platform), Brand24 (Brand24), Cisco Systems, Inc. (Cisco® SocialMiner), Clipit News B.V. (Clipit), CNW Group (MediaVantage), Cognita AG (BlueReport), complexium GmbH (complexium MATRIX, GALAXY, KYEPLEX), Cogia Intelligence (CI Web 3.0 Observer/CI Webaudit), Converseon (Conversation Miner™), Crimson Hexagon (Crimson Hexagon’s ForSight™ platform), Curalate Inc. (Curalate), Customer Experience IQ, Inc./formerly Amplified Analytics, Inc. (Brand Customer Experience (CX) Analysis), CyberAlert Inc. (CyberAlert’s Tools), Cyveillance/ QinetiQ (Cyveillance Brand Intelligence™ and Social Media Watch™), Dialogix (Dialogix), Digimind (Digimind Intelligence, Digimind Social), Digital Tomorrow Today Ltd. (BirdSong), Dow Jones & Co. (Factiva), Engage121 (Engage121), Echobot Media Technologies GmbH (Ecnobot), Engagor (Engagor), Genpact Ltd. (Genpact's Social Media Research and Media Monitoring), HubSpot Inc. (HubSpot), IBM (IBM Social Media Analytics, IBM® SPSS® Modeler Premium), Infospeed™ GmbH (web2monitor™), iSentia (BuzzNumbers), IQBuzz (IQBuzz), Kampyle (Kampyle), Landau Media AG (Landau Media Online Monitoring), Lexalytics (Salience and Semantria), Linkfluence SAS (Linkfluence Radarly), Lithium Technologies, Inc. (Lithium Social Web, Klout), (Lodging Interactive (ChatterGuard), Medimix International (Scanbuzz), Mention (Mention.com), Microsoft Corporation (Microsoft Social Listening), Nielsen Social/The Nielsen Company (Nielsen Social), Netbase Solutions, Inc. (NetBase Social Intelligence Platform, The NetBase LIVE Pulse™), Moreover Technologies, Inc. (Moreover Technologies Metabase, Newsdesk), Oracle

12. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. Corporation (Oracle Social Engagement and Monitoring Cloud Service), Revinate Inc. (Revinate), Review Rank S.A. (ReviewPro), SAS Institute Inc. (SAS® Social Media Analytics), SDL Plc (SDL Social Intelligence: SM2 Social Media Monitoring and Customer Journey Analytics), SnapTrends, Inc. (SnapTrends-Social Intelligence System), Social Figures (BrandCare), Social Media Broadcasts (SMB) Limited (Klarity Analytics), Social Media Research Foundation (NodeXL), Social Searcher (Social Searcher), Spotter SA (Spotter), Tracebuzz (Tracebuzz), Trackur LLC (Trackur), uberMetrics Technologies GmbH (uberMetrics DELTA), VOZIQ Inc. (VOZIQ), Wobot Ltd. (Wobot), YouScan RUS Ltd. (YouScan), VICO Research & Consulting GmbH (VICO), and others. 2. FEATURED SMM TOOLS AND SERVICES We collected information about two hundred fifty (245) SMM tools and services. Here we list them based on their availability, geo-location and the year of their public release. 2.1 SMM Tools and Services by Availability Among the featured SMM tools and services:  One hundred ninety seven (197) are operated as paid tools and services  Eighteen (18) are currently offering both free and paid services, and  Thirty (30) are free tools (see Section 2.3.1 for more details). FIGURE 2. SMM Tools and Services by Current Status 197 18 30 Paid Paid/Free Free Number of Tools and Services SMM Tools and Services by Current Status

13. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. TABLE 1. Paid SMM Tools and Services (Total 194)  Adobe® Social  Agility (PR Newswire)  AMI Opinion Tracker  Appinions™  Asomo  Astute SRM  Attensity Analyze, Attensity Respond, Attensity Command Center, Attensity Pipeline  Augure Monitor (former iMente)  BadgerCA / BadgerRisk  bc.lab  Beevolve Social Media Monitoring & Insight Platform  BIG Screen™/BIG Connect  BirdSong  BlogMeter  blueReport (Cognita AG)  Brand24  BrandChats (Tinval)  Brand Embassy  Brand Customer Experience (CX) Analysis (Amplified Analytics)  BrandMetric  BrandsEye  BrandSpotter  Brandtology DCMS  Brandwatch  Buddy Media  BurrellesLuce iMonitor  Buzzcapture  BuzzForce™ and Social Media Dashboard /Oceanus  Buzzient Enterprise™  BuzzNumbers  BuzzWatcher /AT Internet  ChatterGuard  CI Web Observer 3.5, CI Web Audit/Cogia Intelligence  Cisco® SocialMiner  CisionPoint  Cision Social Media  Clipit  Cogito Search Explore Engine  Commetric Media Analyser  complexium MATRIX, GALAXY, KYEPLEX  Conversation Miner (Converseon)  CyberAlert’s Tools  Cyveillance Brand Intelligence™ and Social Media Watch™  Daumsoft Mining Minds  Dialogix  Digimind Intelligence  Digimind Social  Digital PR/Vox Populi  Ebuzzing Social  eCairn Conversation™  Echobot  Engage121  Engagor  ethority Social Media Monitoring and Research  evolve24  Expion  Factiva (Dow Jones)  FirstRain  FirstTweets™ (FirstRain)  ForeSee Satisfaction Analytics  Genpact's Social Media Research and Media Monitoring  Gorkana Radar  Heartbeat (Sysomos/Marketwired)  Hearsay Social Marketing  HelloSociety  HP Explore / formerly Autonomy Explore  HubSpot  IBM Social Media Analytics  IBM® SPSS® Modeler Premium  Impact 360 Text Analytics  Imooty  Impactwatch  Infegy Atlas  InfoNgen  Influence Analyser/ Commetric  Infospeed™ web2monitor™  Integrasco  IQBuzz  IWOMmaster Platform (CIC/Kantar Media)  J.D. Power Social Media Insights  JamiQ  Kampyle  Kantar Media X-tracker  Klarity Analytics  Landau Media Online Monitoring  Lenz/ former Press Army  Lexalytics Salience 5  Linguamatics I2E  Linkfluence Radarly  ListenLogic Social Media Analytics  Lithium Social Web  Loudpixel  M-Adaptive  Media Analysis Platform (MAP) (Sysomos/Marketwired)  MediaMiser Enterprise  MediaVantage  mPACT, mPACT Connect  MutualMind  Nasdaq OMX Media Measurement and Analysis (formerly Thomson One PR)  NetBase Social Intelligence Platform  NetBase LIVE Pulse™  NetEquity  Netmonita (Intelligence Technologies)  Netvibes  Nexamaster, NexaLive, NexaMe, NxAPI (Nexalogy Environics)  Next Analytics Social Media Dashboard  Newsdesk / Moreover Technologies  Nielsen Social  NUVI™  Onalytica  Opinion Tracker  Oracle RightNow CX  Oracle Social Engagement and Monitoring Cloud Service  OutMarket (formerly Vocus Marketing Suite)  Piqora  PeopleBrowsr  Positive Press (Iterasi)  Pulsar TRAC  QuestBack  Radian6 (Salesforce.com)  Raven Social  Reputation Control  Reputation Defender ®  RepuTrace /RepuTrack  Revinate  Review Pro  Rio SEO Social Remarketing & Analytics™  Semantria  Sendible  SAS® Social Media Analytics  Scanbuzz  SEER (VML, Inc.)  SemanticForce  Sentiment (Sentiment Metrics)  SentiMetrix  Serendio Voice of The Customer (VOC)  Shoutlet  Silverbakk  SIM Score (Razorfish)  SMART Platform (BrandProtect)  SmartFocus  SnapTrends - Social Intelligence System  Social360  Social Figures / BrandCare  SocialEye™ (Overdrive Interactive)  SocialEyez™  SocialMetrix Echo  Sonar - Online Earned Media Insight  Source Metrics (former SWIX Analytics)  Spiral16  Spotter  Spredfast Social Media Management System  Sprinklr Social@Scale™  Sprout Social  StatsMix  Symscio  Simplify360  Syncapse Measurement & Analytics Suite  Synthesio Global Listening Platform, Synthesio Unity Engagement Platform  Telligent  thismoment Brand Monitor™  ThoughtBuzz  Traackr  Tracebuzz  Trackur  tracx  TrustYou ReviewAnalyst  Twelvefold  Twilert  uberMetrics DELTA  uberVU  Venuelabs/former Valuevine™  VendAsta's Reputation Management Platform  VICO  Viralheat  Visible Intelligence®  Vocus PR Suite  VOZIQ  WaveMetrix  WE Twendz pro™ (The)  WExPulse®  Webtrends Social Measurement (Radian6)

14. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved.  Crimson Hexagon ForSight™  Curalate  CustomScoop Media Monitoring  MeaningMine™  Meltwater Buzz  Microsoft Social Listening  Moreover Metabase  MotiveQuest  SDL Social Intelligence: SM2 Social Media Monitoring and Customer Journey Analytics  Wobot  YouScan  Zeta Hub/ Zeta Social™ TABLE 2. SMM Tools with Free and Paid SMM Services (Total 21)  AlchemyLanguage  Coosto  E.Life Buzzmonitor  Hashtags  HootSuite Free, HootSuite Pro, HootSuite Enterprise (HootSuite)  Klout  Kred (PeopleBrowsr)  Mention  muWebfluenz  PiQ/PeerIndex  Postano  Simply Measured  Social Buzz  Social Searcher  Tagboard  Talkwalker  Topsy  Twingly  Twitalyzer (Web Analytics Demystified)  TweetBeep  Zuum Social TABLE 3. Free SMM Tools (Total 30)  Addict-o-matic  Blogsearch  Board Reader  Boardtracker  Del.icio.us  Facebook Insights  Friend Feed  Google Trends  Marketing Grader  Meltwater IceRocket  Mentionmap  MetaCaffe  NodeXL  Omgili  Samepoint  Search (Facebook)  Social Mention  TipTop  Topsy Free Analytics  Twazzup  TweetDeck  Twitscoop.com  twitt(url)y  Twitter Analyzer  Twitter Grader  Twitterfeed  Twitter Search  Viral Video Chart  Who's Talkin  Xefer Twitter Statistics 2.2 HQs Locations of SMM Tool and Service Providers The majority of SMM providers featured in this report have their headquarters (HQs) in the USA. Indeed, out of 245 SMM tools and services, 131 (53%) are offered by companies in the USA. From the remaining ones, 25 (10%) are in the UK, 14 (6%) in Canada, 13 (5%) are in Germany, 10 (4%) in France, 6 (2%) in Russia, 4 (1.6%) in Spain, Sweden, Israel, and Netherlands, 3 (1%) in each China, Australia, Italy, and Singapore, and 2 (1%) in Norway. In TABLE 5 we provide the breakdown of the SMM tools and services based on the location of their companies’ HQs. TABLE 4. Distribution of SMM Tools and Services by Provider’s HQs Location HQs Location Number of Tools/Service Providers HQs Location Number of Tools/Service Providers United States 131 Argentina 1 United Kingdom 25 United Arab Emirates 1 Canada 14 South Korea 1 Germany 13 India 1 France 10 Switzerland 1

15. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. HQs Location Number of Tools/Service Providers HQs Location Number of Tools/Service Providers Russia 6 Brazil 1 Sweden 4 Ukraine 1 Spain 4 Poland 1 Israel 4 Austria 1 Netherlands 4 Ireland 1 China 3 Japan 1 Australia 3 Belgium 1 Italy 3 Luxembourg 1 Singapore 3 South Africa 1 Norway 2 Chile 1 Finland 1 Many SMM technology providers featured in this report have pronounced local and international presence delivering services from multiple locations across the world. Indeed, out of 131 vendors with HQs in the United States, 57 (44%) have also offices in the EMEA region and 35 (31%) in the ASPAC region. Similarly, out of 85 SMM technology providers with HQs in the EMEA Region, 42% …. 2.3 Emergence of the SMM Tools and Services over the Past Decade The majority of the SMM tools and services featured in this report were introduced in the period from 2007 to 2009. The years 2011 and 2012, with twenty (20) and fiftheen (15) new tools respectively, show that the market growth has significantly slowed down from the previous years. FIGURE 3. Featured Social Media Monitoring Tools/Services by the Year of Introduction (Period 2000-2014) 4 4 4 6 8 21 15 31 33 43 28 20 15 8 4 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014(1stHalf) Number of Tools and Services The Year of Tool Introduction Featured Monitoring Tools/Services by The Year of Introduction (Period 2000-2014)

16. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. 3. SOCIAL MEDIA MONITORING AND APPLICATIONS 3.1 Definition of Key SMM Concepts SMM concepts refer to the elements that define a SMM process and technologies it employs. Definition of SMM Tools The concept of social media monitoring is simple. Organizations use SMM technologies to tap into the vast ocean of social media data to reveal mentions of their brand, topic of interest, companies and products to gain real time actionable insights and respond appropriately. SMM tools are software applications, which enable companies to gather, categorize, analyze, monitor and possibly engage in online conversations about companies, brands, products, competitors, industry and other topics across different social media platforms. They help businesses analyze data and identify business insights, understand their customers, prospects, key industry influencers and opinion leaders, and discover in real time what they are saying about their brand, products, reputation and their competitors across the social Web. Significant number of tools offers engagement function, which allows organizations to participate in these conversations in real time, as well as workflow management support to assist with the dissemination of social media data within the organization and coordination of the analysis and responses Majority of SMM tools gather data from multiple social media sources and in different formats (e.g., posts, articles, pdf, ppt, Word, email, images, videos, etc.). In the following table we have identified the common social media platforms (see TABLE 5) captured by SMM tools. TABLE 5. Common Social Media Platforms  Social networks e.g., Facebook, Google+, LinkedIn, Viadeo, MySpace, Meet-up, Tagged, Gather, Friendster, Netlog, Bebo, Orkut, Skyrock, Foursquare (location based), Doximity, Ning, Digg, Naymz.com, doc2doc, VKontakte (Russia), Odnoklassniki.ru (Russia), Tuenti (Spain), Linternaute Copains d Avant (France), Hyves (Netherlands), StudyVZ (Germany), MeinVZ (Germany), iWiW (Hungary), Hyves.nl (The Netherlands), MiGente.com (Hispanic SN), Sonico (Latin America), Koprol (Indonesia), Mixi (Japan), 51.com (China), Bai Shehui/Sohu (China), Douban (China), Kaixin001 (China), Pengyou (China), Qzone/Tencent (China), RenRen (China), Ushi.cn (China), and others  Micro-blogging / micro messaging e.g., Twitter, FriendFeed, Google Buzz, Tumblr, Plurk, Storify, Identi.ca, Sina Weibo (China), Tencent Weibo (China), Plurk (Taiwan), Nate Connect (South Korea), Me2Day (Korea), and others  Blogs e.g., WordPress, TypePad, LiveJournal, MovableType, Blogger, Disqus, Blogdrive, Blogster, thoughts, Squarespace, Google’s Blogspot, Itsmy, Tistory (South Korea), Blogbus (China), and others  Discussion boards and reviews: - Forums (e.g., vBulletin, IMDb, moneysavingexpert.com, mumsnet.com, pistonheads.com, babycenter.com), - Classified (e.g., CraigList), - Consumer reviews (e.g., Amazon, TripAdvisor, Review Centre, CNET, urbanspoon.com. Glassdoor), - Business rating and reviews (e.g., yelp.com, Customer Lobby, Epinions.com) - Chat rooms, message boards, - Community Q&A (e.g.,WikiAnswers, Yahoo! Ansers, Google Answers, Quora, LinkedIn Answers)  Multimedia sharing services: - Photo sharing (e.g., Flickr, Photobucket, Fotolog, Picasa, Imageshack, Tinapic, Tynapic, Twitpic, Webshots, Snapchat, Kaptur, Fotolog, Imgur, Instagram, Fotki, Pinterest - a pinboard-style social photo sharing website), - Video sharing (e.g., YouTube, Vimeo, Vine, Twitvid, Metacafe, DailyMotion, VideoLectures.net), - Livecasting (e.g., Skype, Livestream, JustinTV, Ustream, BlogTV), - Music and audio sharing (e.g., Last.fm, ccMixter), - Presentation sharing (e.g., SlideShare, Scribd),

17. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. - Interest Communities (e.g, Travel Social, Dating Network, Business Social, Enterprise Social, Light Blog, Photo Social, Short-vide Social, Social E-commerce) and others  Video Blogging - A form of blogging that uses video rather than text/audio as its primary media source (e.g., Rocketboom) - Podcast and other forms of audio content (e.g., iTunes, Podcast, Librivox, ESPN, NPR)  RSS e.g., Bloglines, FeedBurner  Events e.g., Meetup.com, Eventful  Wikis Collaborative publishing, e.g., Wikipedia, Wikimedia, Wikihow, Baike.com (China)  Social bookmarking and social tagging e.g., Delicious, StumbleUpon, Diigo, Evernote, MeiWei (a sister- site of Delicious for Chinese users)  Social news e.g., Digg, Reddit, Topix  Virtual world e.g., Second Life  Instant Messaging  Social gaming e.g., Zynga Mobile social e.g., Kik, Snapchat, WhatsApp Messenger, MessageMe, WeChat  Widgets Mini web applications for distributing or sharing content across the social Web such as Share This.  Mash-ups and others. Social networks, discussion boards, blogs and micro-blogs, wikis, multimedia sharing services and similar sites leverage the Internet infrastructure and are often referred to as the social Web. Within enterprises, the social Web has its counterpart in various internal services that promote information sharing and social interaction among employees, including the traditional means of communication such as e-mail and instant messaging. While many recognize the importance of supporting and managing internal social activities, the focus is on rapidly evolving social platforms on the Web. At the same time, many features of the SMM tools and services could be applied to internal social data. Almost all SMM technology providers deliver their SMM technology software as a service, rather than selling licensed software. The end consumer simply uses the services through a browser and the running, maintaining, and scaling the software are handled by the SMM technology provider seamlessly to the end user. The software is upgraded fairly frequently by the provider and is available 24X7. SMM tools differ in terms of technology, coverage, key features, and pricing. Typically, SMM may combine several technologies, including:  Web crawling and cleaning, term extraction technology to extract important terms and "topic" keywords from HTML pages and text documents/content... Excerpts only - to read more please order the Part1 of the SMM Tool Report or visit our publication page http://ideya.eu.com/reports.html for more information. 3.2 SMM Product Applications and Benefits Understanding the benefits and possible applications of social media monitoring is of the utmost importance. Relevant social data collected and analyzed by SMM tools has to be available in the context of everyday business processes in order to be useful and actionable. Nevertheless, many companies often use the wrong metrics to measure their performance, particularly when it comes to social media. Metrics generated by SMM tools, such as number of tweets, Facebook likes, unique visitors, page views are only useful if they can be tied to the company's sales as a result of customer

18. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. liking or tweeting to company's purchasing path. To measure the value of their social media activities, companies should look at the overall results the company is generating and carefully examine how social media was engaged in increasing their bottom lines through growing revenue and increasing efficiency. For that reason, before we get into more detailed discussion about SMM product applications, it is important to understand the ways the social media can impact your business performance (see FIGURE 5). FIGURE 5: The Ways Social Media Monitoring and Engagements Can Impact Your Business Performance Social media can help companies increase sales, market share and ROI by fulfilling the following business goals:  Generate more qualified leads through social media marketing by building strong relationships, visibility and awareness across social media channels that may, in a long run, convert to recurring sales in their core business. For instance, companies can use social media to point to a company website, sell directly within social networks, or use social media to gather registrations via offers. They can increase sales to new customers through Word of Mouth or gain viral spread by urging their fans and followers to share company's … Excerpts only - for information on other product applications please order Part 2 of the Social Media Monitoring Report or visit our publication page http://ideya.eu.com/reports.html for more information. IncreaseSales, Market Share, Customer Retention, Operating Margin, ROI Generate More Qualified Leads Shorten the Sales Cycle Create Thought Leadership Improve Visibility, Awareness, Advance Brand Advocacy and Increase Brand Value Improve Brand Reputation and Counter Negative Perception Identify and Create New Partnerships Reduce Marketing, Market Research, Research & Development, IT, Recruitment, and other Operating Costs Test Ideas and Launch Product Improve Customer Services, Experience, Satisfaction and Customer Retention

19. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. SMM Product Applications Based on the analysis of 245 SMM tools, we have identified a number of applications of SMM technologies across all aspects of businesses including Marketing and Corporate Communications, Event Management, Public Relations (PR), Search Engine Marketing, Market Research, Advertising, Investor Relations (IR), Social Media Marketing, Business Development, Sales and Leads Generation, Business Development, Product R&D and Innovation Management, Operations, Customer Services, Legal and Human Resources (see TABLE 5). FIGURE 6: Key Applications of SMM Tools Social Media Monitoring has delivered clear benefits in various businesses areas such as: Customer Services: Businesses that place customers in the core of their company strategy have been using social media monitoring tools to 1) Proactively identify issues or issue clusters that are common causes of customer dissatisfaction, before they go viral and become problems, and significantly lower the cost of issue containment by acting early, 2) Listen out for customer complaints and queue and route issues to the appropriate team to respond to questions and complaints in a timely manner, 3) Turn detractors into advocates by responding promptly to customers questions and complaints, 4) Manage relationships with their current and prospective customers and improve customer satisfaction and retention by creating opportunities to engage with consumers, 5) Reduce costs of resolving customer issues and lowering ….. Excerpts only - for information on other product applications please order Part 2 of the Social Media Monitoring Report or visit our publication page http://ideya.eu.com/reports.html for more information. Marketing & Corporate Communication Public Relations (PR) Event Management Search Engine Marketing Business Development, Sales and Lead Generation Advertising Investor Relations (IR) Social Media Marketing Market Research Product R&D and Innovation Management Operations Customer Services Legal Human Resources

20. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. 4. MARKET TRENDS In this section, we discuss and elaborate on the key market trends in social media monitoring market and present the findings by focusing on market growth, market dynamics, technology innovation, and customer position: Market Growth  SMM market continues to demonstrate further growth Market Dynamics  Big Technology Companies entering the market  Partnerships on the rise to deliver more strategic insights for businesses  Emergence of Social TV Opens New Opportunities for SMM and Analytics  Rising Merger and Acquisition Activity In 2014  More Vendors Offering Combination of Free and Fee Based SMM Tools and Services To Create Demand for Paid Services Technology Innovation  Continuous advancement in SMM technologies and features o Expansion of Language Coverage o Expansion of Media Coverage o Increased Industry Specialization o Technology Partnerships On The Rise o More Structured Approach to Online Monitoring and Engagement o Bringing Owned and Earned Media Together o Taking on The Challenges of Developing Right Metrics o Increased Importance of Social CRM o Increased Popularity of Smart Data and Predictive Analytics o Image Recognition Analytics on the Rise o Increase Importance of Mobile Platforms Customer Position  Increasing adoption and investment in social media technologies  Business looking at Big Data and new kind of analytics  Businesses still struggling with the tool selection and social media monitoring Excerpts only - for more detailed information on Market Trends please order Part 2 of the Social Media Monitoring Report or visit our publication page http://ideya.eu.com/reports.html for more information.

21. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. =+ 5. A GUIDE TO SELECTING AND USING SMM TOOLS AND SERVICES A majority of businesses are beginning to use SMM tools and services tactically, e.g., by analyzing daily activities across specific social media to track online conversations around their brands, respond to negative comments, or evaluate their marketing campaigns. However, SMM provides opportunities for a more strategic approach. 5.1 Planning for Success Investment in SMM requires careful consideration. In order to realize a long term value from SMM one needs to integrate SMM with other business processes. This may include measuring the strategic business impact of social media marketing, strengthening initiatives for social customer engagement, expanding strategies for increasing retention and revenue from current customers, or implementing social media campaigns to acquire new customers, and so forth. By having a clear understanding of how SMM supports business, one can make a transition from tactical to strategic use of SMM. To that effect the companies should  Set clear measurable social media goals and priorities against core business objectives and define key business and social media metrics ... Excerpts only - for more information on this Section, please order the full Report - Part 1; or visit our publication page http://ideya.eu.com/reports.html for more information. 5.2 Consideration of Key Features SMM technology providers aim at delivering unique SMM solutions in terms of technologies they apply, key features and pricing they offer. This often presents challenges to organizations that are just embarking on SMM or upgrading their existing SMM activities and it is difficult to make an informed decision without having an overview of the current options and new trends. For that reason, we compiled information about key features of 245 tools and services in our sample:  Data management features such as data coverage, data latency, alerts, data export, Application Programming Interface (API) integration, data archiving,  Data analysis and visualization features, including sentiment analysis, influencer profiling and analysis, viral content tracking and analysis, trend analysis, topic and theme analysis, word/tag cloud, competitive monitoring and analysis, predictive analytics, campaign management and measurements,  Process management and user interface, including dashboard, workflow management, Client Relationship Management (CRM), engagement, and  Factors influencing purchasing decisions, including industry pricing, key clients that have been mentioned in online resources, product applications, industry focus, company size and year when the tool or service was made publicly available, (see FIGURE 8 - Timeline). We expect that these aspects will be important for outlining the SMM strategy and selecting specific providers.

22. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. The Tool Key Features and Factors Impacting Selection Process FIGURE 15. The Tool Key Features and Factors Impacting Selection Process Data Management Data Acquisition Coverage Media Coverage Language Coverage Geographic Coverage Industry Specific Coverage Data Latency Data Cleaning For Spam Alerts Data Export Application Programming Interface (API) Integration Data Archiving Data Analysis and Visualization Media Statistics Filtering and Sorting of Results Sentiment Analysis Automated Human Influencer Profiling and Analysis Viral Content Tracking and Analysis Trend Analysis Topic and Theme Analysis Word/Tag Cloud Competitive Monitoring and Analysis Predictive Analytics Campaign Monitoring and Measurements Process Management and User Interface Dashboard Standard/ Pre-defined Customizable Workflow Management Engagement Function / Publishing Customer Relationship Management (CRM) Factors Pricing Clients Year of Product Release Product Applications Industry Focus Company Size

23. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. 5.2.1 Data Management 5.2.1.1 Coverage The coverage of SMM tools and services typically refers to four key aspects: media coverage, language coverage, geographic market coverage and industry coverage.  Social Media Coverage - Each tool tracks different social media platforms such as blogs, micro- blogs (e.g., Twitter), social networks (e.g., Facebook, LinkedIn), forums, and others. When deciding which SMM tools and services to use, it is important to consider those that provide adequate coverage and the social media that are of interest. In addition, companies should verify if SMM providers have their own crawlers and data centers or they simply buy their data in. TABLE. 8 SMM Product Comparisons by Media and Language Coverage Product/Company Information Media Coverage Language Coverage  Brandwatch Social networks (e.g. Facebook, Google+, RenRen), Microblogs (Twitter, Sina Weibo), Video and image sharing sites (e.g., YouTube, Imgur, Instagram, Vimeo, Dailymotion, Flickr), Blogs (e.g., WordPress, Blogger, Typepad), Discussion forums, News services (international, national and regional), Corporate sites, Q&A sites, Review sites Languages: Brandwatch language coverage spans across 27 languages (which includes automated sentiment and topic analysis), including Arabic, Brazilian Portuguese, English, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Egyptian Arabic, Farsi, Finnish, French, German, Greek, Gulf Arabic, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (European), Russian, Romanian, Spanish, Swedish and Turkish. Geographic Coverage: Global (coverage is based on language, not location)  Crimson Hexagon ForSight™ platform An extensive media coverage including Twitter, Facebook, YouTube, Instagram, Google+, Sina Weibo, consumer reviews, blogs, forums, online news sites and others Languages: (any); Its algorithms are language-independent. User can train the system in a specific language and it performs with any data set regardless of the source of language. Geographic Coverage: Worldwide Excerpts only - for more detailed description of each of the key product features accompanied with a sample list of companies offering a particular feature, please order the full Report - Part 1; or visit our publication page http://ideya.eu.com/reports.html for more information. 5.2.1.7 SMM Product Comparison Based on the Key Data Management Features In the TABLE 10, we compare the SMM products based on the key data management features: Alerts, Data Export, API Integration with 3rd Party Technologies, and Data Archiving.

24. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. TABLE 10. SMM Product Comparison Based on the Key Data Management Features: Alerts, Data Export, API Integration, and Data Archiving – List of SMM Tools and Services Product/Company Information Alerts Data Export API Integration Data Archiving  Brandwatch Yes Yes Yes Yes  Crimson Hexagon ForSight™ platform Yes Yes Yes Yes Excerpts only - for more detailed description of each of the key product features accompanied with a sample list of companies offering a particular feature, please order the full Report - Part 1; or visit our publication page http://ideya.eu.com/reports.html for more information. 5.2.2.12 SMM Products Comparison based on the Data Analysis and Visualizations Features In the TABLE 19, we compare the SMM products based on the key data analysis and visualization features: sentiment analysis, influencer analysis and profiling, trend analysis, topic/theme analysis, word/tag cloud, competitive analysis, campaign management and monitoring based on the vendor's profiles. TABLE 19. SMM Product Comparison Based on the Key Data Analysis and Visualization Features: Automated Sentiment Analysis, Human Sentiment Analysis, Influencer Analysis and Profiling, Trend Analysis, Topic/Theme Analysis, Word/Tag Cloud or Clusters, Competitive Analysis, Campaign Management and Monitoring Product/Company Information Automated Sentiment Analysis Human Sentiment Analysis Influencer Analysis & Profiling Trend Analysis Topic /Theme Analysis Word / Tag Cloud or Clusters Competitive Analysis Campaign Mgmt & Monitoring  Brandwatch Yes Yes Yes Yes Yes Yes Yes Yes  Crimson Hexagon ForSight™ platform Yes Yes Yes Yes Yes Yes Yes Yes Excerpts only - for more detailed description of each of the key product features accompanied with a sample list of companies offering a particular feature, please order the full Report - Part 1; or visit our publication page http://ideya.eu.com/reports.html for more information. 5.2.3.4 Products Comparison Based on the User Interface and Process Management Features In the TABLE 20, we compare the SMM products based on the process management and user interface product features: customizable dashboard, workflow management, engagement function, and CRM System.

25. Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd Page 1 © 2014 Ideya, Ltd. All rights reserved. TABLE 20. SMM Product Comparison Based on Process Management and User Interface: Customized Dashboards, Workflow Management, Engagement, CRM Product/Company Information Customizable Dashboard Workflow Management Engagement Function Publishing Offer CRM System or Integration with 3rd party products  Adobe® Social Yes Yes Yes Yes  Brandwatch Yes Yes Yes Allows integration with third party CRM systems 5.3 Pricing and Clients As more organizations are adopting social media monitoring platforms to inform their marketing and business strategy, cost issues and t

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