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IBM Social Media Analytics Business Partner Rally 2013

Presenter Name Date. IBM Social Media Analytics Business Partner Rally 2013. IBM is a leader in Social Media Analytics. Company’s are focusing even more on Customers and Social Channels IBM C-Suite studies. CEO Focus Over Next 5 Years. CMO 5 Year Focus Toward Digital. 88%. 67%.

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IBM Social Media Analytics Business Partner Rally 2013

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  1. Presenter Name Date IBM Social Media AnalyticsBusiness Partner Rally 2013

  2. IBM is a leader in Social Media Analytics

  3. Company’s are focusing even more on Customers and Social ChannelsIBM C-Suite studies CEO Focus Over Next 5 Years CMO 5 Year Focus Toward Digital 88% 67% Getting closer to customer Enhance customer loyalty/advocacy 81% 57% People skills Design experiences for tablet/ mobile 76% 56% Insight and intelligence Use social media as a key channel 57% 56% Enterprise model changes Use integrated software to manage customers 51% 55% Risk management Monitor the brand via social media 47% 54% Measure ROI of digital technologies Industry model changes 45% 51% Analyze online / offline transactions Revenue model changes Sources: IBM’s 2011 Global CMO Study: From Stretched to Strengthened (2011) & IBM’s 2010 Global CEO Study – Capitalizing on Complexity

  4. Today Next two years The number of initiatives that connect employees with external parties will rise significantly – As will opportunities for Partners Uses of social business1 Customers 17% • Staffing • Procurement • Supply chain management • Marketing • Sales • Product and service innovation • Service Enable customerinteraction 50% 22% Enable vendor/partner interaction Vendors/Suppliers Partners Company 46% • Recruiting • Onboarding • Talent development • Business development • Education • Sales and service delivery 13% Leverage external talent(e.g., crowdsourcing) 25% Workforce Source: Institute for Business Value; Business of Social Business Study, Q8.4a. For which activities is your organization using social business approaches today, and what is it planning to do within the next two years? Financial Markets (n = 25). 1 Based on responses from individuals having personal experience with workforce-related social business activities

  5. The social data evolution Social Business Platforms (2013 – and on) Listening Platforms (2009-2012) Social monitoring (2008-2009) Monitoring (pre 2008) Zach Hofer-Shall, Senior Analyst. Forrester

  6. Social Media Analytics a best in breed of solution from IBM • IBM Social Media Analytics • Deployment options: On premise or SaaS (1st half 2013) • IBM Research assets for demographic, geographic and behavioral analytics • Big Data capability built • SPSS advanced analytics for best in class sentiment analysis and segmentation • Six distinct sentiment languages: • English, German, French, Chinese, Spanish & Dutch • Influencer analysis • Prebuilt dashboards that are… • …User editable and configurable dashboards

  7. SMA Application Leverages Multiple Tools from IBM for a Social Solution • Predictive Models • Admin User Interface Web Server 3rd Party Providers • Crawl Semantic & Faceted Search Index Search Led Exploration Multiple Languages InformationExtraction Web content ComputeInfrastructure Cognos Reports / Analytics • Database • Analytics Platform Integrated UI • Linguistics • SPSS Dictionary and Sentiment Rules • IBM Research linguistics innovations – SMARC RULES • Compute • InfoSphere Big Insights for Internet-scale data and compute • SPSS for predictive analytics • Integration • Cognos 10.1.1 BI for integrated on-premise analysis 7

  8. The 2012 Social Media Analytics market was immature Social buyers fit into three groups Overall market Bucket one (~40%) Bucket two (~20%) Bucket three (~5%) North America and Europe are the dominant markets but GMU has tremendous opportunity over next 2-3 years. Zach Hofer-Shall, Senior Analyst. Forrester

  9. IBM Social Media Analytics targets a Multitude of Business Issues driving actions not just listening Are my suppliers getting a bad reputation? Supply Chain Are flash mobs being planned at City Hall? What are our board members communicating on-line? Security Risk What are your questions? What are our employees saying about us? How do consumers feel about our new messages / ads? Human Resources Marketing Product Development Customer Service What features are our customers asking for? What are the FAQs from our customers?

  10. There are opportunities to “Starburst” SMA into other; Products Plays and Solutions for IBM Sales and Partners AdvancedAnalytics Combine Survey and Social for greater insight Bring Social Media into SPSS existing and new models EMM Improve campaigns in Unica with Social Media Extend Coremetrics capabilities with integration to SMA SMA BI Extend FM Model in SSMA Create additional Mobile dashboards Estend to Cognos Insights for Departmental analysis Sector or Horizontal Solutions Risk and Supply Chain Solution and etc. Effect of social analytics on small business banking products Plays Smarter Commerce Smarter City Smarter Customer Smarter Analytics Intergrate into existing plays – City and Stadium today Lead with SMA - hot market Social Business

  11. Opportunity Identification Customer Analytics Framework – from the Enterprise View RetainLoyal & Profitable Customers • Loyalty value assessment • Competitive value assessment • Customer insight analysis • Influencers program management • Retention risk management • Social feedback analysis • Brand Monitoring • Loyalty value assessment • Competitive value assessment • Customer insight analysis • Influencers program management • Retention risk management • Social feedback analysis • Brand Monitoring Attract the Ideal Customer Grow Share of Wallet • Up-sell/cross-sell management • Proactive activation service • Share of wallet analysis • Support channels monitoring • Employee Training • Prescription / Recommendation services • Customer dialog management • Value perception communication • Up-sell/cross-sell management • Proactive activation service • Share of wallet analysis • Support channels monitoring • Employee Training • Prescription / Recommendation services • Customer dialog management • Value perception communication • Customer segmentation • Lead management • Channel optimization • Optimal trigger marketing • Assortment planning • Market Basket Analysis • Next Best Offer • Prospect assessment • Value pricing optimization • Customer Research • Buying process optimization • Customer segmentation • Lead management • Channel optimization • Optimal trigger marketing • Assortment planning • Market Basket Analysis • Next Best Offer • Prospect assessment • Value pricing optimization • Customer Research • Buying process optimization MARKETING IS OVERWHELMINGLY PRIMARY BUYER IN SOCIAL

  12. Opportunity Identification Operational Improvement Analytics Framework – from the Enterprise View Maximize Operational Performance • Assortment Planning • Energy Planning • Commodity Planning • Cost Forecasting • Inventory Planning • Working Capital Forecasting • Capacity Planning • Finished Goods Planning • Demand Forecasting • Resource Planning • Sales and Operations Planning • Assortment Planning • Energy Planning • Commodity Planning • Cost Forecasting • Inventory Planning • Working Capital Forecasting • Capacity Planning • Finished Goods Planning • Demand Forecasting • Resource Planning • Sales and Operations Planning • Human Capital Management • Debt Management • Inventory Management • Disease Management • Clinical Trial Management • Returns Management • Underwriting Processing • Condition Monitoring • Claims Processing • Seasonal Decomposition • Quality Control • Warranty Analytics • Human Capital Management • Debt Management • Inventory Management • Disease Management • Clinical Trial Management • Returns Management • Underwriting Processing • Condition Monitoring • Claims Processing • Seasonal Decomposition • Quality Control • Warranty Analytics • Predictive Maintenance • Intelligent Logistics • R&D Optimization • Employee Performance • Telco Network Performance • Predictive Route Planning • Optimal Treatment Determination • Pricing Optimization • Process Optimization • Program Evaluation and Effectiveness • Predictive Maintenance • Intelligent Logistics • R&D Optimization • Employee Performance • Telco Network Performance • Predictive Route Planning • Optimal Treatment Determination • Pricing Optimization • Process Optimization • Program Evaluation and Effectiveness Plan for Operational Success Manage Day-to-Day Operations OUR DIFFERENTIATOR

  13. IBM Social Media Analytics

  14. BA on PartnerWorld - Helpful Links • Business Analytics area on PartnerWorld • Business Analytics Web Seminars • Business Analytics events • Business Partner Learning Center • Demand Generation Programs • Demonstration content • BA Demomate Interactive Demos • Business Analytics competitive resources • Self Paced Virtual Classroom Program for Business Partners • You Pass, We Pay • IBM Business Partner Locater Tool • IBM Business Partner Communities • Follow us on twitter ibm_ba_partner 15

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