Social media monitoring tools and services report - 2014

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: [email protected]

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

Social Media Monitoring Tools and Services Report Excerpts, October 2014 Ideya Ltd

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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.


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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


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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


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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 Providers 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 146

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 71 Figure 12. Predictive Analytics- Adobe Social Predictive Publishing 72 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


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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 198 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


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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


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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


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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


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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


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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 Hexagons

ForSight platform), Curalate Inc. (Curalate), Customer Experience IQ, Inc./formerly

Amplified Analytics, Inc. (Brand Customer Experience (CX) Analysis), CyberAlert Inc.

(CyberAlerts 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 (Echobot), 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


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Corporation (Oracle Social Engagement and Monitoring Cloud Service), Revinate Inc.

(Revinate), Review Rank S.A. (ReviewPro), Rio SEO Inc. (Rio Social Analytics), SAS Institute

Inc. (SAS Social Media Analytics), SemanticForce Inc. (SemanticForce), 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 four (194) are operated as paid tools and services

Twenty one (21) 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

194

21 30

Paid Paid/Free Free

Nu

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er

of

Too

ls a

nd

Se

rvic

es

SMM Tools and Services by Current Status


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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 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)

CyberAlerts 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

MotiveQuest 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 Social 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) SDL Social Intelligence:

SM2 Social Media

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)


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Crimson Hexagon ForSight

Curalate CustomScoop Media

Monitoring

MeaningMine Meltwater Buzz Microsoft Social Listening Moreover Metabase

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, 129 (53%) are offered by companies in the USA. From the

remaining ones, 26 (11%) are in the UK, 14 (6%) in Canada, 13 (5%) are in Germany, 11 (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 4 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 Providers HQs Location

HQs Location Number of Tools/Service

Providers HQs Location

Number of Tools/Service Providers

United States 129 Argentina 1

United Kingdom 26 United Arab Emirates 1

Canada 14 South Korea 1

Germany 13 India 1

France 11 Switzerland 1


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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 one (21) and sixteen (16) 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 68

19

13

3133

43

29

21

16

85

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014(1stHalf)

Nu

mb

er

of

Too

ls a

nd

Se

rvic

es

The Year of Tool Introduction

Featured Monitoring Tools/Services by The Year of Introduction (Period 2000-2014)


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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, Googles 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),


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- 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)

- Presentation sharing (e.g., SlideShare, Scribd), - 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


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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.

Increase Sales,

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


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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


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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.


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=+

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.


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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

HumanInfluencer 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

CustomizableWorkflow Management

Engagement Function / Publishing

Customer Relationship Management (CRM)

Factors

Pricing

Clients

Year of Product Release

Product Applications

Industry Focus

Company Size


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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.


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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




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




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.


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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 the vendors experience are becoming quite important.

Social media monitoring budgets might vary based on the level and complexity of organizations business and

social media goals, and will include not only the fee and the cost of tools they plan to employ

Here we provide a partial list of past and current clients, as well as pricing information for more than 150 SMM

tool and service providers obtained from the publicly available sources or directly from SMM technology

vendors.

TABLE 21. Pricing and Sample Client List (as of September 2014)

SMM Tools & Services

(Alphabetical Order) Pricing Information Key Clients

Adobe Social

Hosted and delivered via on-demand subscription

service with price that can reach the total of

60,000 per year.

BET Networks, Caesars Entertainment, Cond Nast, EF Englishtown, Honda, Monster, Scripps Networks, Shell, SkyBet and many others

Digimind Social

Pricing starts at 339/month ($499/month) and includes unlimited users, customer support, Dedicated account manager, Monitoring Module, Analysis Module, Engagement Module, TOP Reputation Module, ROI Measurement Module and Smart Reporting Module.

Digiminds diverse client base ranges from mid-size organizations to large blue chip companies and public bodies, around the world and across industries. Its specialized software solutions help its customers gain real competitive advantage and achieve their business objectives. Here is a partial list of Digimind's clients: Akamai, Alstom, Atos, Barclays, Bayer, Bloomberg, BNP Paribas, BP, Delloite, EDF, GE, GlaxoSmithKline, Google, Lexus Asia, LVMH, McDonalds, Mentos, Merck, Microsoft, Nestle, Orange, Quintiles, Renault, Samsung, Schneider Electric, Siemens, Societe General, Zurich Insurance, and others.





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2. PROFILES OF PAID SMM TOOLS AND SERVICES

In this section we provide information on paid SMM tool and service providers that we compiled from

Augustl-September 2014. We carefully examined tool descriptions on the official company and

product Web site and supplemented that information with product reviews, market reports and

vendors comments in order to create a comprehensive profile for each SMM tool and services.

Information in the profiles is laid out in a uniform and structured way to support easy browsing and

learning about the SMM tools. In addition, significant number of the product profiles includes one or

several screenshots of the product user interfaces that further illustrate the product functionality and

increase the reader familiarity with the SMM solution. We also include links to the tool Websites and

contact information so that readers can easily access the latest information and obtain the most recent

tool updates.

As a part of the report excerpts, we have included several sample profiles from the Social Media

Monitoring Tools and Service Directory 2014:

bc.lab, bc.lab GmbH (Germany)

Brandwatch, Brandwatch (United Kingdom)

Crimson Hexagon ForSight, Crimson Hexagon (United States)

Cyveillance Brand Intelligence and Social Media Watch, Cyveillance/QinetiQ (United States)

Digimind Social, Digimind S.A. (France)

Genpact's Social Media Research and Media Monitoring, Genpact Ltd (United States)

Lexalytics Salience 5, Lexalytics (United States)

Social Figures / BrandCare, Social Figures (Australia)

YouScan, YouScan RUS, Ltd. (Russia)

VICO, VICO Research & Consulting GmbH (Germany)

Social Media Monitoring Tools and Services Report 2014

Part 2: SMM Tools and Services Directory

Content: Profiles of 245 Social Media Monitoring Technologies

and Services


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bc.lab Company Name: bc.lab GmbH HQs/Country: Germany Company Type: Private Number of Employees: 15+ Website: http://www.bclab.de Introduction of the Tool: 2001 Types of Media Tracked: Facebook, Google+, Microblogs (e.g., Twitter), Blogs, Forums, YouTube, Radio, TV,

Online News, Print Media Areas: Monitoring, Analysis, Engagement Languages: 42 Management: Peter Bernsktter, CEO

Kathrin Ciompa, Director, Social Media Contact: bc.lab Agentur fr Online Relations GmbH, Hollndische Reihe 31a, 22765 Hamburg,

Germany; Tel.: 040 3980770 Offices: Europe: Hamburg (Germany) Email: General Email: [email protected] Direct Email: Peter Bernsktter, CEO, email: [email protected] Product Overview

bc.lab is one of the leading German providers of social media monitoring and social media analysis supporting leading international clients. bc.lab offers high quality, customized cloud-based social media monitoring solutions combined with the expertise of social media analysts and IT professionals geared to address its customers' objectives by keeping them up to date and informing them about opinions, discussions and key issues related to their company, brand, products and competitors. The platform offers a comprehensive view of current discussions, sentiments, trends and opinions across social and traditional media sources, and takes into account company internal communication processes and workflow. It also offers a practice-proven and reliable warning system, krisen.radarEarlywarning System, enabling companies and organizations to identify crisis issues before they escalate. As a result, bc.lab enables its customers to identify potential crises at an early stage of development in support of their issue and reputation management functions, as well as in evaluation of their marketing and PR campaigns. bc.lab also offers specially adapted monitoring technologies to tackle closed Chinese social media and internet space, relying on manual and automated translation capabilities and highly professional Chinese-speaking social media analysts. Product and Service Availability: Software Hosted, Agencies, Consulting (Social Media Monitoring, Training and Implementation)

Key Product Applications: Marketing and Communications (PR, Online Brand Reputation, Crisis Monitoring & Management (Detection, Prevention, Control), Campaign Tracking), Market Research (Customer Insights, Competitive Analysis), Research & Product Development, Customer Care (Issue management), and others


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Industry Focus: bc.lab's customers come from various industry sectors including Automotive, E-commerce & Retail, Entertainment, Food & Beverage, Financial Services (Banks and Insurance), Media Industry, Pharmaceutical, Software/IT/Internet, Sports, Transportation and Traffic, Telecommunication, and Tourism industry Key Product Features:

SaaS: Software as a Service Near Real Time Monitoring 24/7, Data Latency of: up to 5 minutes depending on the source, Customizable Dashboards, Technology: Self developed high-end monitoring technology (semantic analysis) Media Coverage: Facebook Google+, Microblogs (Twitter), Blogs, Forums, YouTube, Radio, TV broadcasts, Online

News, Print Media, Chinese specific social media channels including: Weibo (Chinese microblog), RenRen, Youku (video channel), SINA Weibo and QQ

Search: standard search (by keyword) and advanced Boolean search capabilities, Filtering for Spam and Duplicates, Data Filtering: filtering of results by keyword, media type, topic, date, and sentiment, drill-down, and comment-

function, Data Visualization: a range of charts and graphs including bar chart, line chart, pie chart, and others, Key Metrics: e.g., volume of mentions, share of voice, sentiment, influence score, Trend Analysis: variable time-span within given data, volume of mentions over time, reputation/sentiment

trending, Historical Data: historical data available for more than 3 months,

Screen Capture 1: bc.lab Monitor Dashboards - Overview: The Most Recent Posts, Top Themes, Sentiment Trending, Share of

Voice by Media Type, Top Influencers, and others

Influencer Analysis & Profiling: identification of key opinion leaders and influence ranking via bc.lab Influence

score (ranging from 0-100) representing the influence of specific website/blog, Automated and Human Sentiment Analysis: automated identification of positive, negative and neutral

sentiment combined with the user/analyst work to correct sentiment values based on automatic detection. Definable amount of context is analyzed.

Competitive Analysis: monitoring of competitor activities and perception of their brand, product and services, Topic Analysis: identification of new topics and emerging trends, Word/Tag Cloud: tag cloud, Campaign Management and Measurement: tracking and measuring the success of marketing campaigns, Reporting: customized and standard reports (delivered via email on a daily, weekly, and monthly bases); Board

templates and an executive summaries offer summary of results presented with meaningful charts, metrics,

and recommendations for action.


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Data Archiving: unlimited archiving of user data, Data Export: data export available in Microsoft Excel and CSV format, Engagement Function: an option to directly engage from bc.lab platform, Alerts: standard and threshold email or SMS alerts - an early warning system with alert function on the bases of

the krisen.radar (a graph showing public perception in the pre-crises phase, acute crises phase and post-crises phase)

Workflow Management: supports unlimited number of social accounts with complex permission and task assignment management,

API Integration: full integration with client third party applications, including CRM systems, Technical Support: telephone and email support.

Screen Capture 2: bc.lab Social Media Report

Competitor Analysis by Sentiment, Share of Voice by Languages, Competitor Analysis by Media Type, Sentiment Trending, Share

of Voice by Sentiment and Topic Analysis

Clients: bc.lab caters to many clients across various industries including many of the DAX-30 companies (30 major German companies trading on the Frankfurt Stock Exchange). Pricing: The pricing starts at 5,490 per year.

Languages: Website and user interface available in German and English. bc.lab detects 42 languages with automated and manual translation for the following languages: Afrikaans, Albanian, Arabic, Bosnian, Bulgarian, Chinese (traditional / simplified), Danish, German, English, Esperanto, Estonian, Finnish, French, Galician, Greek, Hebrew, Hindi, Indonesian, Irish, Icelandic, Italian, Japanese, Yiddish, Catalan, Korean, Croatian, Latvian, Lithuanian, Malaysian, Maltese, Macedonian, Dutch,


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Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Swedish, Serbian, Slovak, Slovenian, Spanish, Swahili, Tagalog, Thai, Czech, Turkish, Ukrainian, Hungarian, Vietnamese, Welsh, White Russian. Sentiment analysis is available for all languages. Clients can decide, whether sentiment analysis should be conducted via machine translation or on a manual basis by bc.lab's mother tongue speaking social media analysts for European languages, as well as Chinese, Japanese, and Russian. Geographic Coverage: Worldwide _______________________________________________________________________________________________

Brandwatch Company Name: Brandwatch HQs/Country: United Kingdom Website: http://www.brandwatch.com/ Company Type: Private Number of Employees: 250+ Introduction of the Tool: 2007 Types of Media Tracked: 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

Areas: Listening, Monitoring, Engagement, Reporting Languages: 27 Management: Giles Palmer, Founder and CEO,

Bryan Tookey, COO Contact: Brandwatch (UK), International House, Queens Road, Brighton, BN1 3XE; Telephone

UK: +44 1273 234290; USA: +1 212 229 2240 Offices: Europe: Brighton (UK), Berlin (Germany), Stuttgart (Germany);

North America: New York (NY), Chicago (IL), San Francisco (CA) Email: General Email: [email protected]

Direct Email: Joel Windels, Marketing Manager EMEA, email: [email protected] Product Overview Brandwatch is one of the world's leading providers of social media monitoring and intelligence. Businesses and organizations use Brandwatch to review, analyze and interpret social data, in order to make smarter business decisions. The Brandwatch platform delivers broad coverage of online conversations and interactions, comprehensive analysis at author, topic and channels levels, and a customizable user experience that can be easily adapted to multiple use cases. Brandwatch crawls and track millions of sites, including major social networks, blogs, forums, review sites, news, image and video sites, and provides in-depth analysis including sentiment and topic analysis, impact scoring, advanced workflows and more. Emphasis is on quality, not quantity, with powerful spam and duplicate filters, as well as a flexible Query creation system, meaning clean, accurate data.


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Using these capabilities, organizations can make greater use of social data throughout the customer lifecycle to grow brand awareness and reputation, mitigate PR crises, conduct market research, uncover sales opportunities, more effectively support customers, and identify advocates and influencers. Brandwatch combines automated data collection with human analysis. Whilst the platform includes automated sentiment and topic analysis, it also allows users to manually edit these, as well as adding their own categories and tags. Powerful Rules capabilities allow users to automate the process of categorizing mentions. Brandwatch also has over 80 freelance data analysts, all native in at least one of the 27 languages covered by the platform, whose services in Query and dashboard set up and sentiment/category mark-up can be enlisted by clients at additional cost. The application allows users to filter their data by a range of filters including country, media type, impact, influence and sentiment to analyze the data and allow for more focused and relevant insights. Workflow options also mean that individual mentions can be assigned to predefined categories such as status (open, replied, closed) and priority (high to low), and assigned to specific team members. Customizable and regular email Alerts can also be set up, to alert users of new mentions as they happen, at regular intervals or when a specific threshold is crossed. These can be fully customized with filters. In 2013, Brandwatch developed the Impact Score, a score for understanding the influence and impact of specific mentions, sites and authors that helps its clients further understand which data is the most important to them. It also introduced a new feature, Channels, that allows for in-depth analysis of owned media assets (initially Facebook pages and Twitter accounts). Brandwatch was also chosen by Twitter to join Twitter's Certified Products Program because of its renowned monitoring and analytics services. Its major achievement in 2013 was introduction of the new Brandwatch product Vizia, its social command center platform powered by Brandwatch Analytics to showcase a companys social media results across the organization including monitoring marketing campaigns performance or benchmarking its online presence against competitors, as well as establish a central social hub and command center to manage all social activities and ensure agile security and crises management. Vizia pulls in the social media data collected via the Brandwatch Analytics platform and displays it in dynamic, animated visualizations that can be adapted for all use cases and displayed on any screen including smartphones and tablets, with a remote control allowing display of data in multiple locations. In 2014, Brandwatch introduced many product updates including Demographic Insights feature enabling businesses to expand on their deeper understanding of their target market and who theyre engaging with. Brandwatch also launched a new API and announced a partnership with Gnip that allows its API users to retrieve a full Twitter data through the API, as well as announcing access to full historical Twitter data back to 2006 with Brandwatch Twitter Hindsight. In March 2012 Brandwatch received $6million in investment, led by Nauta Capital, allowing the company to expand into the US and increase European expansion. In 2014, the firm announced a new funding to accelerate development of its platform and to continue its rapid international expansion. The $22 million round was led by a new partner HCP Europe (Highland Capital Partners) with significant participation from Nauta Capital and other existing investors. Key Product Applications: Marketing & Communications, Public Relations, Online Reputation Management, Crises Management, Market Research (Customer Insights, Competitive Analysis), Customer Services and social CRM, Agencies, Product Development, Community Support, and Human Resources. Industry Focus: Brandwatch caters for companies and brands across all industry segments. Product and Service Availability: Software Hosted, Mobile (smartphones, tablets), Agency, White Label, Consulting (Data validation, Query Definition Advice and Ongoing Management, Customized Reporting, and Assistance with the use of API for integration, Custom Reporting and Data Analysis).

Key Product Features: Online Reputation and Buzz Monitoring, Near Real Time Search and Automatic Data Retrieval: Brandwatch crawlers operate in near-real time,


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Data Latency: Ranges from a few seconds to 24 hours depending on the source (tweets in seconds, popular blogs and social media content etc. every few minutes and less important/popular sites less regularly),

Customizable Dashboard: The Brandwatch application allows users to customize their white label or reconstruct the dashboard layout. User can use and customize default dashboards including Channels dashboards for owned media analysis or create their own dashboard from scratch;

Technology: Brandwatch collects and houses data from the web by using its own crawlers and technology and leverages a Natural Language Processing (NLP) algorithm to identify language used for data, allowing users to filter the results by language. It uses a five point analysis process consisting of language detection, title, and content extraction, query matching, sentiment analysis and recurring phrase identification.

Extensive Media Coverage: social networks (e.g. Facebook, Goo

Documents

Social media monitoring tools and services report - 2014