May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
May 30 Posted 1 year ago
Choosing a social media monitoring softwware is not just about picking the platform that aligns with your industry (finance-->fraud protection etc.). The amount of original content you produce, the number of social media platforms your brand is active on, your willingness to talk to customers directly on social media, and more, are all factors. Yes, it is important to monitor your brand for any and all negative mentions, but it's more important to implement a startegic social media marketing plan that drives customers to your official brand accounts where you can engage diastified customers before an online reputation managment situation arises. - Prospectr Marketing ( http://www.prospectrmarketing.com/)
May 16 Posted 2 years ago
The players in the social media management tools are increasing rapidly. This is a great list to start with, but there are many new players that are making its presence felt in the market. Even the market demand is quite different than in the year 2009.
It would be better to have a complete updated list on this landscape. On that note, I would like to recommend one of the social media management infrastructure called Simplify360. I and my team have been working on social media monitoring platform since the beginning of 2009 and have seen this market evolve, the maturity is yet to come though.
*Disclaimer, I represent the team of Simplify360.com
Dec 23 Posted 5 years ago The big piece missing from every industry roundup is a standard set of tests. Being very real and honest, a number of solutions often regarded as "top tier" score well below 50% accuracy on sentiment overall, relevant sentiment and even worse on sentiment at the topic level. And some of those solutions that correctly score sentiment over 70% of the time often leave anywhere from 70-90 percent sentiment undetermined/mixed/nuetral. I have dug into those unscored posts, and they often contain meaningful sentiment.
Most of the automated solutions in the market simply do not work. If a system believes that a reposting of a sales promotion is an endorsement, they are missing the point. And until we get far more accurate metrics, we aren't going to be able to draw the large parallels that many ROI equations rely on.
Dec 17 Posted 5 years ago Good post. I will study which one can I use for my start up Inspiradores.com. Thanks.
Dec 12 Posted 5 years ago Very interesting post and I do appreciate the seeming comprehensiveness, but I too am surprised that the Aleterian/Techrigy SM2 tool is not even mentioned. The sentiment montoring abilities alone make it a standout in the field. Will you be updating the post?
Dec 11 Posted 5 years ago Thank you for the information -- this is a very good list. Another good free app to consider is tweetbeep.Eric
Dec 11 Posted 5 years ago
Social media is a long-term commitment, in terms of both analytics and engagement. Donâ€™t be fooled into thinking that listening to social media is as easy as a push of the button. Itâ€™s a messy, messy, messy world out there in the blogosphere â€“ meaning that you need to have the patience and resources to accurately dissect and measure the conversations that matter, not just any incidental, commercial or irrelevant mention of your brand.
Right now I think the lack of familiarity with the social media environment is making it possible for agencies and brands to pass off analytics that lack the depth and precision required to accurately measure the true promise of social media â€“ a medium defined by peer to peer discussions with the potential to influence perceptions and purchase behaviour.
Director Social Media
Northstar Social Currency
Dec 11 Posted 5 years ago Hi Marshall,
I'm surprised that you didn't notice that Alterian SM2 (Techrigy SM2) is missing. Your slide deck includes many screenshots form SM2.
I commented on Dave's original post. And I'm curious as to your opinion? I believe that Alterian SM2 fits in the first category. It has the most comprehensive charting & analytical abilities on the market. It also has automated sentiment with a customizable dictionary, workflow and many other aspects (geomapping, etc).
And it was great to meet you in person!
Director of Community Strategy, Alterian
Dec 11 Posted 5 years ago Thank for the comments, Marshall, and great presentation. I'm planning to update the list over time so any more suggestions of tools to be included are welcome.
As you say, the categorisation is not hiercharchical. It's pretty subjective at this stage, as well. The competitive landscape is slowly emerging, driven by various factors. The categories came out of thinking about which customer type these tools are targeted at and what strategic goal they address.One other thought for the future - many consumer focused organisations want to link their social media monitoring to voice based customer interaction. Autonomy make this possible now in technical terms. Working out how to define and manage the processes for acting on such information will be a key challenge.