Matrix: Brand Monitoring, Social Analytics, Social Insights
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http://crowdfactory.com, social CRM Needed To Make Sense of Consumer Data. Social data is overwhelming. More customers, buyers, and consumers are creating content everywhere they go. Companies ...

http://crowdfactory.com, social CRM Needed To Make Sense of Consumer Data. Social data is overwhelming. More customers, buyers, and consumers are creating content everywhere they go. Companies cannot scale to match this in a 1:1 basis, and most companies are in early phases of the 8 Stages of Listening. Earlier this year, I made clear investments in researching the Social CRM space and Mobile+Social space (report forthcoming), it’s clear that Social CRM is starting to get wind under it’s wings, and mobile/social is certainly happening at consumer level. So what do I see happening next? Two trends, social analytics intelligence, and social business value networks, which I’ll discuss at a later time.

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Matrix: Brand Monitoring, Social Analytics, Social Insights Matrix: Brand Monitoring, Social Analytics, Social Insights Document Transcript

  • Home About Speaking Research Media Contact To search, hit return I just approved more comments on latest post on Social Media Management Systems (wordpress witholds comments with links) #« Register for the Webcast: The Impact of Social Media on the Analyst Industry #SocialAnalystVideo: State of Social CRM » About Jeremiah Owyang SF, Silicon Valley Matrix: Brand Monitoring, Social Analytics, Social Insights Industry Analyst Categories: Matrix, Social Analytics, Social CRM, Social Insights, Social Media Posted on June 26th, 2010 Altimeter Group Client Disclosure Policy Social CRM Needed To Make Sense of Consumer Data. Social data is overwhelming.   More customers, buyers, and consumers are creating content everywhere they go.  Companies cannot scale to match this in a 1:1 basis, and most companies are in early phases of the 8 Stages of Listening.   Earlier this year, I made clear investments in researching the Social CRM space and Mobile+Social space (report Categories forthcoming), it’s clear that Social CRM is starting to get wind under it’s wings, and Admin mobile/social is certainly happening at consumer level.  So what do I see happening next? Advertising  Two trends, social analytics intelligence, and social business value networks, which I’ll Advocacy discuss at a later time. Aggregation Altimeter Analysis Analyst API Asia Augmented Reality Blogger Dinner Book Review Career Case Study Challenges Citizen Journalism CMAD CMO Collaboration Community Manager Community Marketing Conference Content Management System The above graphic lists the Social CRM Use Cases (read the full report). I’ve highlighted the Content Management Systems insights use cases (orange) which will yield predictive customer experiences (green). Culture Curated Social Content Social Analytics and Social Insights are Components of the Social CRM Suite. Data Portability You can see how we indicated in the toolset there are use cases in Social Marketing Data Storage Insights, Social Sales Insights, Social Support Insights, Innovations Insights, Collaboration Digest Insights.  If you can successfully derive insights from these 5 use cases, you’ll be able to eCommerce complete the far right use cases and provide a VIP experience to customers –before they’ve Economy ever entered your store or registered to your website. Email Enterprise Web Matrix: Brand Monitoring, Social Analytics, Social Insights Ethics Description and Europe Category Current State What no one tells you Example Events The smart brand monitoring Extranet Aware. Simple companies have already Facebook Strategy Commodity technology. aggregation and started their integration Fansumer  I started a list in 2006, reporting –without any plans.  They don’t want to FAQ yet now there are over real intelligence. These end up being trilobites and 145 indexed by E&Y Feedback Brand technologies scrape and have become part of a larger employees.  These First Take Monitoring aggregate what’s being system:  Recent acquisitions technologies do not Forbes discussed by a topic, include Scoutlabs+Lithium provide intelligence, or Forrester channel, or group and (community), Filtrbox+Jive predictive behavior derive alerts and (Community), Funding modeling. workflows. Techrigy+Alterian(WCM) and Future of Social Web
  • others. Generations Intelligent. Derive This space is still evolving, Geo Tagging meaning what social and expect that the Global Web data means.  These business intelligence Groundswell Emerging features are companies provide software vendors like IBM Hitachi coming around.  These intelligence and answer Cognos, SAS, Qlikview, tools help true data Hitachi Data Systems Social “Why are 500 people a Oracle, and beyond to start analysts derive meaning Identity Analytics week tweeting about acquiring data streams in from patterns, and how Industry Index goat milk?” Companies the social space and it influences large scale Influence who derive intelligence coupling with their engines commerce. from social data like within the next 12-18 Information Architecture Crowd Factory, Crimson months. Even analyst Intelligent Web Hexagon. Esteban Kolsky agrees Intention Web Predictive. These Interactive Marketing companies can predict Interview what consumers will do Look for companies who Intranet based upon social data. have data across a value IPTV  I’ve seen early Not here, yet.  Right network.  What’s that?  Data IT examples from now, systems are just in multiple companies from Job Survey community platform aggregating content to manufactured, supplier, Legal Lithium who’s able to make meaning out of it, retailer, to consumer. Social Live Video predict within 45 yet there’s no clear set Expect companies like Insights minutes if a community of companies that are Bazaarvoice to be able to Mashups will be successful based able to truly provide yield insights as they collect Matrix on comparing to predictive data from multiple Media 2.0 historical data, but for recommendations. manufactures like HP, Dell Microformat the most part, that’s and are used on retailer MicroMedia limited to community sites like BestBuy MicroMeme data –not the whole Middle East social web. Mmorpg Corporate Social Strategists Should Evolve Buying Criteria Now. Mobile The social media landscape is noisy, and brand monitoring features aren’t sufficient for MySpace brands to be actionable –only reactive.  As a result expect: Non Profit l Brand monitoring companies who don’t evolve are on the path to becoming trilobites. On the move l Instead, look  for companies that will help derive intelligence from the excessive data Open Leadership Open Research source of social –not just provide monitoring and reporting. OpenSocial l Ask them to expose their product roadmaps before buying, look at their partnerships, OperationBluewater and ask how they will derive meaning –not just extend alerting. Other l Expect social analytics and social insights, to emerge within the next year and a half, Personalization and many brand monitoring companies to evolve or perish as the BI incumbents move Platform in. Podcasts Love to hear your perspective as companies seek to derive meaning –then predict customer Podtech behavior using social data. Politics Pollination Like 49 people like this. PR Privacy Process This entry was posted on Saturday, June 26th, 2010 at 6:32 am and is filed under Matrix, Social Analytics, Publication Social CRM, Social Insights, Social Media. You can follow any responses to this entry through the RSS 2.0 Reading Sampler feed. You can leave a response, or trackback from your own site. Real Time Rich Media Ruminationsl http://www.fsuama.com/?p=2583 Matrix: Brand Monitoring, Social Analytics, Social Insights « Scorecard Savvyhua [...] View full post on Top Social Media Minds [...] Search Strategyl http://list-building-tips.org/188/alex-jeffreys-garry-parkes-traffic-list-building/ Alex Jeffreys | Second Life Garry Parkes – Traffic & List Building | List Building Tips Security [...] Matrix: Brand Monitoring, Social Analytics, Social Insights « Web Strategy by Silicon Valley Sightings Jeremia… [...] Site Updatesl http://www.webmetricsguru.com/archives/2010/06/web-journal-and-jeremiahs-brand-monitoring- Social Analytics
  • social-analytics-social-insights/ WebMetricsGuru » Web Journal and Jeremiah’s Brand Monitoring, Social CMS Social Analytics, Social Insights Social Commerce [...] week and the insights keep piling up – in this case, Jeremiah Owyang’s latest Social Computing matrix on Brand Monitoring, Social Analytics, Social Insights was posted today and Social CRM had some pretty perceptive comments in what it said and what left [...] Social Gamingl http://www.stealthmode.com hardaway Social Graph I am interested in social business value networks. You are looking at the monitoring Social Inbox Aggregator tools, while I am looking at the creation tools: Get Satisfaction, UserVoice, Social Insights Collaborize. These have the power to create useful communities around brands, Social Media sometimes more easily than the brands themselves. Few brands have created Social Media Job outright positive online communities — maybe Zappos, Best Buy, Southwest?–but Social Media Management Systems many have created NEGATIVE communities (AT&T, sometimes Comcast) that go to Social Media Measurement those collaboration platforms to vent/vote/try to help. How do these efforts, Social Media Services which dont seem to be operating together now, begin to work together for the Social Media Stats benefit of the customer. Social Networking Another issue: Doc Searls is working on VRM. Thats the same thing, through the Social Strategist looking glass, isnt it? Social Support Set me straight, help me out. Socialgraphicsl http://www.stealthmode.com hardaway storyboard I am interested in social business value networks. You are looking at the monitoring Supply Chain Management tools, while I am looking at the creation tools: Get Satisfaction, UserVoice, Support Collaborize. These have the power to create useful communities around brands, Sustainable sometimes more easily than the brands themselves. Few brands have created Syndication outright positive online communities — maybe Zappos, Best Buy, Southwest?–but Technographics many have created NEGATIVE communities (AT&T, sometimes Comcast) that go to Technology those collaboration platforms to vent/vote/try to help. How do these efforts, Travel which dont seem to be operating together now, begin to work together for the Trends benefit of the customer. User Experience Another issue: Doc Searls is working on VRM. Thats the same thing, through the VCs looking glass, isnt it? Venture Capital Set me straight, help me out. Videol http://www.stealthmode.com hardaway Virtual Events I am interested in social business value networks. You are looking at the monitoring Virtual World tools, while I am looking at the creation tools: Get Satisfaction, UserVoice, Voice of the Customer Collaborize. These have the power to create useful communities around brands, VoIP sometimes more easily than the brands themselves. Few brands have created Walkthrough outright positive online communities — maybe Zappos, Best Buy, Southwest?–but Web Advertising many have created NEGATIVE communities (AT&T, sometimes Comcast) that go to Web Analytics those collaboration platforms to vent/vote/try to help. How do these efforts, Web Design which dont seem to be operating together now, begin to work together for the Web Industry benefit of the customer. Web Law Another issue: Doc Searls is working on VRM. Thats the same thing, through the Web Marketing looking glass, isnt it? Web Strategy Set me straight, help me out. Web Strategy Showl Larry Irons Web Team No combination of analytics insight and prediction is likely to overcome the Web Theory organizational limits inherent in the way most corporations collaborate with their Web Tools ecosystems. Unless the organization (specifically, its processes and cultural Web Usage practices) is aligned with the goals of analytics we shouldnt expect much success. Webinarl Larry Irons White Label Social Network No combination of analytics insight and prediction is likely to overcome the Widget Strategy organizational limits inherent in the way most corporations collaborate with their Wireless ecosystems. Unless the organization (specifically, its processes and cultural Word of Mouth practices) is aligned with the goals of analytics we shouldnt expect much success. Word of Mouth Marketingl Larry Irons
  • No combination of analytics insight and prediction is likely to overcome the organizational limits inherent in the way most corporations collaborate with their Archives ecosystems. Unless the organization (specifically, its processes and cultural March 2011 practices) is aligned with the goals of analytics we shouldnt expect much success. 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If ported to February 2010 a different industry, the scenario can be very useful for many B2C companies. I January 2010 would love to hear how deep their insights go and how much actionable December 2009 intelligence the derive from it. November 2009l http://twitter.com/muchiri Muchiri Nyaggah October 2009 I think Vodacom (South Africa telco) has been using their location aware social September 2009 network called The Grid (thegrid.co.za) to predict customer trends (including August 2009 mood swings and the related cranky callers) in the last couple of years. If ported to July 2009 a different industry, the scenario can be very useful for many B2C companies. I June 2009 would love to hear how deep their insights go and how much actionable May 2009 intelligence the derive from it. April 2009l http://twitter.com/muchiri Muchiri Nyaggah March 2009 I think Vodacom (South Africa telco) has been using their location aware social February 2009 network called The Grid (thegrid.co.za) to predict customer trends (including January 2009 mood swings and the related cranky callers) in the last couple of years. If ported to December 2008 a different industry, the scenario can be very useful for many B2C companies. I November 2008 would love to hear how deep their insights go and how much actionable October 2008 intelligence the derive from it. 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November 2007 [...] Matrix: Brand Monitoring, Social Analytics, Social Insights « Web … [...] October 2007l http://www.planetwebfoot.com Social Networking Software September 2007 I agree, as this is still so new the odds of accurate, relevant information is pretty August 2007 sketchy at best. I do believe that it is headed int he right direction though. July 2007l http://www.planetwebfoot.com Social Networking Software June 2007 I agree, as this is still so new the odds of accurate, relevant information is pretty May 2007 sketchy at best. I do believe that it is headed int he right direction though. April 2007l http://www.planetwebfoot.com Social Networking Software March 2007 I agree, as this is still so new the odds of accurate, relevant information is pretty February 2007 sketchy at best. I do believe that it is headed int he right direction though. January 2007l http://www.crimsonhexagon.com/blog/2010/06/1256/ Crimson Hexagon December 2006 [...] Jeremiah Owyang’s recent take on Brand Monitoring, Social Analytics and November 2006 Social Insights. In his blog post, Owyang suggests that there are several emerging October 2006 use cases for leveraging the many insights locked [...] September 2006l http://www.prweb.com/releases/2010/01/prweb3410134.htm Mouli Cohen August 2006 The social CRM data chart is ok but it should rely on the organization on how they July 2006 will take effect on that. June 2006l http://www.prweb.com/releases/2010/01/prweb3410134.htm Mouli Cohen The social CRM data chart is ok but it should rely on the organization on how they will take effect on that. Subscribe Via Email:l http://www.prweb.com/releases/2010/01/prweb3410134.htm Mouli Cohen Subscribe The social CRM data chart is ok but it should rely on the organization on how they will take effect on that. Subscribe and receive email posts of this blog by entering your email addressl http://iknowcubed.wordpress.com/2010/06/29/jowyang-spanking-it-hard/ jowyang spanking it hard « Iknow Iknow Iknow [...] June 29, 2010 · Leave a Comment Hard! [...]l http://www.earnmoneynews.com/index.php/online-marketing/matrix-brand-monitoring-social- Jobs for the Web Strategist
  • analytics-social-insights/ Matrix: Brand Monitoring, Social Analytics, Social Insights : Earn Money Interactive Producer at PTC (Massachusetts) News [...] Web Strategy by Jeremiah Owyang | Social Media, Web Marketing [...] Social Media Senior Specialist at Sony Electronicsl Cheap Handbags (San Diego, California) I agree with the writers opinion.Social CRM is important in the days. The list is Social Media Marketing Coordinator at Legacy good for companies. (District of Columbia)l Cheap Handbags Digital Marketing Specialist at Carrington College I agree with the writers opinion.Social CRM is important in the days. The list is (Phoenix, Arizona) good for companies.l Cheap Handbags Director, Social Media at Razorfish (New York, New York) I agree with the writers opinion.Social CRM is important in the days. The list is good for companies. Job Title: Director, Social Media and Content atl http://1socialmediamanager.com/social-media-job-opps-the-demand-is-enormous If you are a social Lexisnexis Risk Solutions (Alpharetta, Georgia) media expert, you are IN DEMAND! | 1SocialMediaManager.com Fees from these job postings pay for web hosting [...] Social data is overwhelming. More customers, buyers, and consumers are creating content everywhere they go. Companies cannot scale to match this in a 1:1 basis, and most companies are in early phases of the 8 Stages of Listening. My Flickr Photos Earlier this year, I made clear investments in researching the Social CRM space and Mobile+Social space (report forthcoming), it’s clear that Social CRM is starting to get wind under it’s wings, and mobile/social is certainly happening at consumer level. So what do I see happening next? Two trends, social analytics intelligence, and social business value networks… [More...] [...]l http://flavors.me/40deuce 40deuce Interesting post Jeremiah. I completely agree that companies (such as mine) have to keep evolving to meet demands. I like to think that we currently help to provide some insights with some of our more interesting features that go far beyond just listening and engaging. Theres still a bit of a way to go though before software is going to be able to provide great insights (ourselves included), but were working on it. Cheers, Sheldon, community manager for Sysomosl http://flavors.me/40deuce 40deuce Interesting post Jeremiah. I completely agree that companies (such as mine) have to keep evolving to meet demands. I like to think that we currently help to provide some insights with some of our more interesting features that go far beyond just listening and engaging. Theres still a bit of a way to go though before software is going to be able to provide great insights (ourselves included), but were working on it. Cheers, Sheldon, community manager for Sysomosl http://www.web-strategist.com/blog/2010/07/05/matrix-challenges-of-the-social-technology- industry-july-2010-edition/ Matrix: Challenges of the Social Technology Industry, July 2010 Edition « Web Strategy by Jeremiah Owyang | Social Media, Web Marketing [...] this into 4 major areas: learning, dialog, supporting, and innovation.   Then, you can work with brand monitoring vendors, insight vendors, and eventually business intelligence software vendors.  Lastly, we’re hosting a conference on social commerce to tackle many of these issues head [...]l http://traackr.com/blog/?p=1051 TRAACKR» Blog Archive » Moving Into the Social Media Era with the Right Monitoring Tools- Blog post review [...] blog post by Jeremiah Owyang, Matrix: Brand Monitoring, Social Analytics, Social Insights, recently caught our eye. Since we found it interesting, we thought you might too! If you have a [...]l Alex yes, brand monitoring is really important. we are very much dependent on Twitter with the help of tools like tweettwain to monitor our brand and compare with our competitors. even we can set-up auto-reply for our keywords, which makes our life easy!l http://www.icentered.com/the-missing-component-in-the-marketing-measuring-matrix-from-roi- through-scrm-and-up-to-measuring-individual-context The missing component in the marketing measuring matrix – From ROI, through SCRM and up to measuring individual context. | iCentered [...] a way that will provide data to help decision making as to how to build the marketing communication/social CRM mix efficiently to optimize ROI, so that their brands/offerings/services become impacting touchstones [...]l http://www.mohitvermablog.com/2010/07/social-media-intelligence-social-analytics/ Mohit Verma Blog » Mohit Verma’s Blog [...] Jeremiah Owyang’s take on Brand Monitoring, Social Analytics and Social Insights. In his blog post, he suggests that there are several emerging use cases for leveraging the many insights locked in [...]l http://socialmediainindia.com/2010/07/17/social-media-intelligence-social-analytics/ Social Media Intelligence & Social Analytics – Indian Social Media News [...] Jeremiah Owyang’s take on Brand Monitoring, Social Analytics and Social Insights. In his blog post, he suggests that there are several emerging use cases for leveraging the many insights locked in [...]l http://www.replicawatches8.com/class/big_GUCCI_1.html gucci watches
  • nice goods .zfl http://www.social-software-for-business.com Enterprise Social Software This is why many companies are adapting internal collaboration tools, to overcome the very limits youre referring to.l http://www.social-software-for-business.com Business Social Software “Brand monitoring companies who don’t evolve are on the path to becoming trilobites”, truer words were never spoken.l http://socialfresh.com/5-key-elements-for-any-social-media-plan/ The 5 Core Principles Of Any Social Media Plan [...] I’m a big fan of Radian 6 myself, but Jeremiah Owyang (Web Strategy) shares a snapshot of the larger social monitoring industry: Brand Monitoring, Social Analytics, Social Insights [...]l http://www.infinit-o.com Infinit Outsourcing The problem is that right now, although a lot of the tools are evolving, we are still nowhere near hundred percent accuracy, especially with automated tools. If you look at it, the insight is only as good as the data that you gather and the analysis that comes along with it. If the data is inaccurate, then the analysis will be wrong ergo the insights would suffer. We have to improve first the analysis, which at this point human analysis ranks the highest in terms of accuracy, so as to have meaningful insights.l http://www.socialnerdia.com Esteban Contreras A bit confused about why CrimsonHexagon (which seems like real-time sentiment monitoring) and CrowdFactory (which seems like campaign management) are marked as Social Analytics. Spredfast seems to have a very simple and to the point “analytics” portion and it may be their strongest aspect. Sprinklr also has analytics. Could it be that all of these are playing in each others areas and we will soon see consolidation so that there can be one big company with monitoring + analytics + insights + engagement + management + support ?l http://www.socialnerdia.com Esteban Contreras Not as familiar with UserVoice and Collaborize, but Id like to point out that both GetSatisfaction, Parature and BazaarVoice have interesting offerings for Facebook. Being able to integrate whats happening in .com with whats happening in FAcebook is going to get more and more important as people stop seeing Facebook as another AOL, and realize that data should be able to live… anywhere.l http://www.stealthmode.com hardaway I agree with you about Facebook. Its a clear case of going where the people already arel http://twitter.com/davefenech Dave Fenech Our social media monitoring tools contract is up and rather than renewing Im looking at completely outsourcing that function to our social agency until the tools (and market) mature(s). Too many cobbled together partial solutions exist today for listening and Id rather let our agency deal with that so I can just get the actionable results. Of course this assumes that well have a very tight service level Agreement with them on what we need and when we need it. Your thoughts on outsourcing social media monitoring would be appreciated.l http://twitter.com/Collectual Collective Intellect Definitely agree that social insights and analytics are key elements to social crm. Our social analytic tools use semantic technology to understand context and provides not only details about who is saying what but also why they are saying it. We also go one step further, our social market researchers derive meaning from the analysis. So often, when you run reports and analysis, organizations dont know what to do with it.l http://www.kmu-blog.info/social-media-in-unternehmen-verwirrt-mehr-als-es-hilft.html Social Media in Unternehmen verwirrt mehr als es hilft | Medienmanagement und Unternehmenskommunikation [...] Media zu wachsen oder es sein zu lassen. Daher plädiere ich nicht die schnelle Anwendung von Social Media Cases, wie es sie mittlerweile zu Haufe publiziert gibt. Ergänzend und idealerweise [...]blog comments powered by Disqus HOME POPULAR POSTS ABOUT CONTACT ALL RIGHTS RESERVED BY WEB STRATEGY LLC