IBM SPSS Social Media Analytics A SELECT INTERNATIONAL COMPANY

What is Social Media Analytics ? Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions. A SELECT INTERNATIONAL COMPANY

Social Media Analytics Four-phases Approach ListenInteractReactPredict Listen Understand what is being said about the organization, brand, product, or service Dell has the social media strategist’s and analyst’s ideal setting — a “Listening Command Center. Interact Join the conversation BBVA deployed IBM social media analytics “to unify all its branches worldwide React If an organization listens and interacts, but doesn’t make appropriate business adjustments, then they have failed their customers, supporters Being a Facebook fan of Wal-Mart increases the reactions as it give more credence to comments and feedback Predict Accurate “bets” on where future resources should be allocated to properly deliver the best business results. Social analytics were used to help predict the opening box office success of The Lion King 3D

The Benefits of Social Business Analytics It provides substantial benefits across a wide range of functional areas A SELECT INTERNATIONAL COMPANY Marketing - Create customized campaigns and promotions Sales - Understand customers - Focus on the opportunities to create the most profit Human Resources - Develop sophisticated profiles to improve the corporate culture - Enhance talent management - Help the organization grow Customer Service - Improves customer loyalty and satisfaction - Forecast call center demand and ensure timely and accurate responses

Social Media Analytics Solution A SELECT INTERNATIONAL COMPANY Help organization Improve customer satisfaction Identify patterns and trends Make smarter decisions Create customized campaigns and promotions Predict customer behavior Identify the primary influencers Understand attitudes, opinions, trends Manage online reputation

Social Media Analytics Solution Example Improve productivity through more effective employee media communications A SELECT INTERNATIONAL COMPANY A leading distributor of business products uses IBM solutions Results Track internal and external social media content. Improve its internal social networks Increasing group participationMonitor mentions of the company name in external social media such as tweets, blogs, Facebook and other online sources.

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