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IBM SPSS Social Media Analytics
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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
.
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Social Media Analytics Four-phases Approach
Listen Interact React Predict
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 AnalyticsIt provides substantial benefits across a wide range of functional areas
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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
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Help organizatio
n
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
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A leading distributor of business products uses IBM solutions
ResultsTrack internal and external social media content. Improve its internal social networks Increasing group participation Monitor mentions of the company name in external social media such as tweets, blogs, Facebook and other online sources.
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THANK YOUANY QUESTIONS?
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