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© 2013 IBM Corporation BP Enablement IBM Social Media Analytics Business Partner Rally 2013 Presenter Name Date
© 2013 IBM Corporation IBM is a leader in Social Media Analytics 2
© 2013 IBM Corporation 3 Company’s are focusing even more on Customers and Social Channels IBM C-Suite studies Getting closer to customer People skills Insight and intelligence Enterprise model changes Risk management Industry model changes Revenue model changes 88% 81% 76% 57% 55% 54% 51% CEO Focus Over Next 5 Years Enhance customer loyalty/advocacy 67% Design experiences for tablet/ mobile Use social media as a key channel Use integrated software to manage customers Monitor the brand via social media 57% 56% 51% Measure ROI of digital technologies Analyze online / offline transactions 47% 45% CMO 5 Year Focus Toward Digital Sources: IBM’s 2011 Global CMO Study: From Stretched to Strengthened (2011) & IBM’s 2010 Global CEO Study – Capitalizing on Complexity
© 2013 IBM Corporation The number of initiatives that connect employees with external parties will rise significantly – As will opportunities for Partners 4 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 Uses of social business 1 TodayNext two years Enable customer interaction Enable vendor/ partner interaction Leverage external talent (e.g., crowdsourcing) 50% 17% 46% 22% 25% 13% Customers Partners Vendors/ Suppliers Workforce Company Staffing Procurement Supply chain management Recruiting Onboarding Talent development Marketing Sales Product and service innovation Service Business development Education Sales and service delivery
© 2013 IBM Corporation The social data evolution CaptureManageAnalyzeApply Monitoring (pre 2008) Social monitoring ( ) Listening Platforms ( ) Social Business Platforms (2013 – and on) Zach Hofer-Shall, Senior Analyst. Forrester 5
© 2013 IBM Corporation Social Media Analytics a best in breed of solution from IBM 6 IBM Social Media Analytics Deployment options: On premise or SaaS (1 st 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
© 2013 IBM Corporation SMA Application Leverages Multiple Tools from IBM for a Social Solution 7 Linguistics SPSS Dictionary and Sentiment Rules IBM Research linguistics innovations – SMARC RULES Integration Cognos BI for integrated on-premise analysis Compute InfoSphere Big Insights for Internet-scale data and compute SPSS for predictive analytics Analytics Platform Crawl Information Extraction Compute Infrastructure Admin User Interface Web content Multiple Languages Database Semantic & Faceted Search Index Web Server Search Led Exploration Cognos Reports / Analytics Integrated UI Predictive Models 3 rd Party Providers
© 2013 IBM Corporation The 2012 Social Media Analytics market was immature Overall market Bucket one (~40%) Bucket two (~20%) Bucket three (~5%) Social buyers fit into three groups Zach Hofer-Shall, Senior Analyst. Forrester North America and Europe are the dominant markets but GMU has tremendous opportunity over next 2-3 years. 8
© 2013 IBM Corporation IBM Social Media Analytics targets a Multitude of Business Issues driving actions not just listening What are your questions? How do consumers feel about our new messages / ads? Are my suppliers getting a bad reputation? What are our board members communicating on-line? What are our employees saying about us? What are the FAQs from our customers? What features are our customers asking for? Are flash mobs being planned at City Hall? Marketing Customer Service Product Development Human Resources Risk Supply Chain Security 9
© 2013 IBM Corporation There are opportunities to “Starburst” SMA into other; Products Plays and Solutions for IBM Sales and Partners SMA Combine Survey and Social for greater insight Bring Social Media into SPSS existing and new models Combine Survey and Social for greater insight Bring Social Media into SPSS existing and new models Advanced Analytics Improve campaigns in Unica with Social Media Extend Coremetrics capabilities with integration to SMA Improve campaigns in Unica with Social Media Extend Coremetrics capabilities with integration to SMA EMM Extend FM Model in SSMA Create additional Mobile dashboards Estend to Cognos Insights for Departmental analysis Extend FM Model in SSMA Create additional Mobile dashboards Estend to Cognos Insights for Departmental analysis BI Risk and Supply Chain Solution and etc. Effect of social analytics on small business banking products Risk and Supply Chain Solution and etc. Effect of social analytics on small business banking products Smarter Analytics Smarter Customer Smarter Commerce Smarter City Sector or Horizontal Solutions Intergrate into existing plays – City and Stadium today Lead with SMA - hot market Intergrate into existing plays – City and Stadium today Lead with SMA - hot market Plays SocialBusiness
© 2013 IBM Corporation Business Partner Rally 2013 Attract the Ideal Customer Grow Share of Wallet Retain Loyal & Profitable Customers Customer Analytics Framework – from the Enterprise View Opportunity Identification 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 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 Loyalty value assessment Competitive value assessment Customer insight analysis Influencers program management Retention risk management Social feedback analysis Brand Monitoring 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 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 Loyalty value assessment Competitive value assessment Customer insight analysis Influencers program management Retention risk management Social feedback analysis Brand Monitoring MARKETING IS OVERWHELMINGLY PRIMARY BUYER IN SOCIAL 11
© 2013 IBM Corporation Business Partner Rally 2013 Plan for Operational Success Manage Day-to-Day Operations Maximize Operational Performance Operational Improvement Analytics Framework – from the Enterprise View Opportunity Identification 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 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 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 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 OUR DIFFERENTIATOR 12
© 2013 IBM Corporation IBM Social Media Analytics 13
© 2013 IBM Corporation 14
© 2013 IBM Corporation Business Partner Rally 2013 BA on PartnerWorld - Helpful Links Business Analytics area on PartnerWorld Business Analytics area on PartnerWorld Business Analytics Web Seminars Business Analytics Web Seminars Business Analytics events Business Analytics events Business Partner Learning Center Business Partner Learning Center Demand Generation Programs Demand Generation Programs Demonstration content Demonstration content BA Demomate Interactive Demos BA Demomate Interactive Demos Business Analytics competitive resources Business Analytics competitive resources Self Paced Virtual Classroom Program for Business Partners Self Paced Virtual Classroom Program for Business Partners You Pass, We Pay You Pass, We Pay IBM Business Partner Locater Tool IBM Business Partner Locater Tool IBM Business Partner Communities IBM Business Partner Communities Follow us on twitter ibm_ba_partner Follow us on twitter ibm_ba_partner 15
© 2014 IBM Corporation Smarter Workforce Services Business Process Innovation.
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© 2012 IBM Corporation Click here for Table of Contents This document is for IBM and IBM Business Partner use only. It is not intended for client distribution.
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McGraw-Hill/Irwin Copyright © 2008, The McGraw-Hill Companies, Inc. All rights reserved.
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© 2014 IBM Corporation 1 Service Engage – Engaging with Our Users IBM Cloud and Smarter Infrastructure.
CHAPTER 11 Customer Relationship Management and Supply Chain Management.
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New Technology Environment Technology as a Strategic Asset Tom Lehman Lehman Associates, LLC Lehman Reports Association TRENDS Live September, 2014.
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