Integrated Social Web Analytics & Enterprise BI

Welcome to the World of Social Analytics This document outlines how HCL’s Social Analytics solutions help organizations answer these questions and manage their Digital Brand Identity on a Global Scale. Organizations around the world want to know: Who is creating “conversations” about our company; On blogs, micro-blogs, twitter, taking photos, and videos What are they saying? Is it good, bad, good and bad, or neutral What can we learn that will improve our marketing focus, operations, sales, and research? Who are the key authors, sites, and content creators? How can we engage in the conversation and be proactive in promoting our products, services, brand and image? Who is the right person in our company to respond to public “conversations”?

Who is creating “conversations” about our company;

On blogs, micro-blogs, twitter, taking photos, and videos

What are they saying?

Is it good, bad, good and bad, or neutral

What can we learn that will improve our marketing focus, operations, sales, and research?

Who are the key authors, sites, and content creators?

How can we engage in the conversation and be proactive in promoting our products, services, brand and image?

Who is the right person in our company to respond to public “conversations”?

Market Size IDC report: In 2006, the business analytics software marketed reached $19.3 billion Compound Annual Growth Rate (CAGR) of 10.3% through 2011 Based on the CAGR business analytics is approaching 28 billion in 2011 Trends Social Analytics taking leading position of interest within organizations: Integration of structured and unstructured data, business processes, collaboration, and workflow management Broader adoption and integration across geographies moving analytics into marketing and operations Generation and acceptance of online content Consolidation of software vendors and open source for data and services Acceptance of the software-as-a-service (SaaS) Social Analytic is a key integration point within organizations helping to fuel the rapid growth of within the Business Analytics/ Intelligence Services

IDC report:

In 2006, the business analytics software marketed reached $19.3 billion

Compound Annual Growth Rate (CAGR) of 10.3% through 2011

Based on the CAGR business analytics is approaching 28 billion in 2011

Trends Social Analytics taking leading position of interest within organizations:

Integration of structured and unstructured data, business processes, collaboration, and workflow management

Broader adoption and integration across geographies moving analytics into marketing and operations

Generation and acceptance of online content

Consolidation of software vendors and open source for data and services

Acceptance of the software-as-a-service (SaaS)

Organizations are Wondering how to Effectively Leverage Online Content? Consumers trust ratings and reviews 60% compared with only 28% trust of direct marketing campaigns. Source : Forrester Research, Inc.

Benefits of Social Analytics and BI Integration Engage & Respond Listen & Learn Integrate CRM & ERP within Social Analytics + + Actionable Business Intelligence Timely analysis of market trends Access to customer insights and innovation Feedback to quality and support services Access to market sentiment Brand Relevance within distributed content and interactions Return on Investment for Social Media Spend Internal workflow and ability to provide strategic insights Monitor and improve

Timely analysis of market trends

Access to customer insights and innovation

Feedback to quality and support services

Access to market sentiment

Brand Relevance within distributed content and interactions

Return on Investment for Social Media Spend

Internal workflow and ability to provide strategic insights

Social Analytic : Providing Full Life-cycle Solutions from Gather to Report Social Media Blogs Micro-blogs Communities Forums Tweets Video (comments) Photo (comments) News Web Metrics Syndication Page views Widgets/Gadgets Clicks Integrating with Enterprise BI ERP CRM MRP II SCM EPM Gather Transform & Load Data Social Analytics Processes Report Actionable Intelligence Communities Blogs – Micro Blogs Posts Volumes Sentiment Authors Domains Clicks & page views Syndication Corporate Brand & Image Partnerships HR & Jobs Social Responsibilities Products Quality Performance Services Efficiency Support Integration Services Managed Services – SaaS, Hosting BPO – Data quality – Review content KPO – Score sentiment of content Analysis and reporting - + + - 0 ^ =

Social Media

Blogs

Micro-blogs

Communities

Forums

Tweets

Video (comments)

Photo (comments)

News

Web Metrics

Syndication

Page views

Widgets/Gadgets

Clicks

Integrating with Enterprise BI

ERP

CRM

MRP II

SCM

EPM

Corporate

Brand & Image

Partnerships

HR & Jobs

Social Responsibilities

Products

Quality

Performance

Services

Efficiency

Support

Adoption Provides Multiple Opportunities in Social Analytics Tactical Monitor Brand & Image Manage Crisis Communications Product and Services Positioning Trend and Sentiment analysis Identify Consumer Segmentation Research and Innovation Engage Be a proactive part of the conversation Respond To Changing Market Conditions Listen Integrated CRM & ERP Learn  Apply Actionable Knowledge Adoption Cycle

Sample Snapshot Reports Key Findings to Date: [ June-5-2009 to June-11-2009 ] Topics Selected : “New Campaign” 279 posts collected as of June 11, 2009. This topic which has more opinionated sentiment compared to that of other topics. Two days after the launch date there is sudden drip of posts in the blogosphere, so we need to constantly look how we can make it as a “ Hot News ” in the blogosphere. 52% of these post expressed sentiment 82% positive 13% negative 5% mixed ILLUSTRATION

Key Findings to Date: [ June-5-2009 to June-11-2009 ]

Topics Selected : “New Campaign”

279 posts collected as of June 11, 2009. This topic which has more opinionated sentiment compared to that of other topics. Two days after the launch date there is sudden drip of posts in the blogosphere, so we need to constantly look how we can make it as a “ Hot News ” in the blogosphere.

52% of these post expressed sentiment

82% positive

13% negative

5% mixed

HCL’s Social Analytics Services Consulting Services Core Services Solutions Categorization Sentiment scoring Content Analysis Insights Key Finding Dashboard reporting Predictive & Inductive Analytics Trend analysis Impact Analysis Data Quality Consulting Data Ownership and Stewardship Analysis and Reporting Enterprise Data Governance Customer Data Integration Project planning Project management Requirements analysis Governance Process Integration Project management Define focus areas Gather content Process and Data Workflow design Data Quality Training Maintain and support Implementation and Support Enterprise BI integration 3 rd Party Implementation Transformation initiatives Strategy and Roadmap Planning and budgeting Technology Rationalization Enterprise architecture Vendor selection Dashboards & Scorecards Custom BI widgets API development KPI Definition KPI Linkage Data Interfaces Data Processes automation Strategic and Advisory Consulting SaaS services Managed Services Services for business alignment, technology integration, and ongoing support services

Categorization

Sentiment scoring

Content Analysis

Insights

Key Finding

Dashboard reporting

Predictive & Inductive Analytics

Trend analysis

Impact Analysis

Data Quality Consulting

Data Ownership and Stewardship

Enterprise Data Governance

Customer Data Integration

Project planning

Project management

Requirements analysis

Governance

Process Integration

Project management

Define focus areas

Gather content

Process and Data Workflow design

Data Quality

Training

Maintain and support

Enterprise BI integration

3 rd Party Implementation

Transformation initiatives

Strategy and Roadmap

Planning and budgeting

Technology Rationalization

Enterprise architecture

Vendor selection

Dashboards & Scorecards

Custom BI widgets

API development

KPI Definition

KPI Linkage

Data Interfaces

Data Processes automation

SaaS services

Managed Services

Contact nikita.george@hcl.com or [email_address] Thank you