Social Media Monitoring Tools and Services Report 2015 Presentation

1. Social Media Monitoring Tools and Services Report 2016, 7th Edition Ideya Business and Marketing Consultancy LTD. Cambridge, United Kingdom, 26 January, 2017 Based on the Analysis of 200 SMM Technologies and Services

2. Contents • Introduction • Social Media Monitoring (SMM) Concepts, Benefits, and Product Applications • SMM Tools Market and Market Trends • SMM Tools: Key Product Features • Data Management Features • Data Analysis and Visualization Features • Process Management and User Interface • Key Factors Impacting Purchasing Decision © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

4. Introduction - SMM Tools and Services Report 2016 • SMM Tools and Services Report 2016, the 7th Edition • Analysis and elaborate profiles of 200 SMM technologies worldwide resulted from • 2 1/2 months of extensive market research, interviews with experts, and SMM vendors (September 2016 – November 2016) • Careful examination of tools’ description on the official company and product Web site and supplemented with vendors’ comments, product reviews, and market reports in order to create a comprehensive profile for each SMM tool and service. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

5. Introduction - SMM Tools and Services Report 2016 WHO WILL BENEFIT FROM THE REPORT MATURE BUSINESSES That are interested in broadening their understanding of SMM tools and decide whether to develop their own tools or use external solution START-UPs, SMALL AND MIDSIZE COMPANIES That are interested in leveraging SMM tools and services to monitor SM communications and activities and to reach and engage with their customers and prospects SMM TOOLS AND SERVICE PROVIDERS That are interested in the market landscape and opportunities for partnerships, sales, or acquisitions SOCIAL MEDIA CONSULTANTS Who are looking for information about tools and tool features to complement their resources and expand their services INVESTORS Who are looking for investment opportunities and seeking information on technologies and companies. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

6. SMM Tools and Services Report 2016 - SMM Tools and Services by Current Status © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html 160 22 18 Paid Paid/Free Free NumberofToolsandServices SMM Tools and Services by Current Status

7. Distribution of SMM Tools and Services by Provider’s HQs Location Distribution of SMM Tools and Services by Country HQs Location Number of Tools/Service Providers HQs Location Number of Tools/Service Providers United States 92 United Arab Emirate 2 United Kingdom 24 Spain 2 Canada 14 Italy 2 Germany 13 Argentina 1 France 9 Austria 1 Russia 4 Brazil 1 Netherlands 4 Chile 1 China 3 Croatia 1 Australia 3 Denmark 1 Luxembourg 3 Finland 1 India 2 Israel 1 Poland 2 Japan 1 Singapore 2 Norway 1 Sweden 2 South Africa 1 Turkey 2 South Korea 1 Ukraine 2 Switzerland 1 © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html US, 92 UK, 24 Canada, 14 Germany, 13 France, 9 Russia, 4 Netherlands , 4 China, 3 Australia , 3 Luxembourg, 3 Others, 13 US UK Canada Germany France Russia Netherlands China Australia Luxembourg India Sweden Spain Poland Turkey Ukraine

8. Paid SMM Tools and Services (160) © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html  Adobe® Social  Agility PR Solutions  Appreciation Engine  Astute Social™  Audiense  bc.lab  BIG Engagement, Publishing and Monitoring  BirdSong  Blogmeter Social Listening, Blogmeter Social Analytics, Blogmeter Social TV Listening  blueReport (Cognita AG)  BoomSonar  Brand24  BrandChats  Brand Embassy  BrandMetric Sonar BM  BrandProtect SMART Platform  BrandsEye  BrandSpotter  Brandwatch  BurrellesLuce iMonitor  Buzzcapture  BuzzForce™ and Social Media Dashboard /Oceanus  BuzzNumbers  CyberAlert Social Media Monitoring  CX Social/ formerly Engagor (Clarabridge)  DataChamp24  Daumsoft Mining Minds  Dialogix  Digimind Intelligence  Digimind Social  Ditto Analytics  Ebiquity Sonar  eCairn Conversation™  Echobot  Engage121  evolve24 Evolution Platform  Factiva (Dow Jones)  Falcon.io  FirstRain Orion  ForeSee Customer Experience Analytics for Social Media  Genpact's Social Media Research and Media Monitoring  Gorkana Social Media Pro/ Cision  Hearsay Social  HottoLink  HubSpot  Iconosquare  Lithium Response, Lithium Reach and Lithium Social Media Analytics  ListenLogic Unstructured Big Data Analytics & Insights  LRWMotiveQuest  M-Adaptive  Media Sonar  Meltwater Media Intelligence Platform  Mention  Microsoft Social Engagement  mPACT, mPACT Connect  muFusion™  MutualMind  Nasdaq OMX Media Intelligence (formerly Thomson One PR)  NetBase™  Netmonita  Nexalogy  Next Analytics Social Media Dashboard  Nielsen Social  NUVI™  Onalytica  OpenText Explore  Opinion Tracker  Sentiment (Sentiment Metrics)  SentiOne  Silverbakk  Simplify360  SDL Social Intelligence: SDL Social Media Monitoring and Customer Journey Analytics  SmartFocus Social Insights  Snaptrends - A Social Insights Solution  Social360  Socialbakers  Social Figures BrandCare  SocialFlow  Social Local Platform/Rio SEO  SocialEye™  SOCIALEYEZ™  Socialmetrix Echo  Social Studio / Salesforce Social Media Marketing  SoDash  Spotter Pulse  Spredfast Social Media Management System  Sprinklr  Sprout Social  Symscio

9. Paid SMM Tools and Services (160) © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html  ChatterGuard  Cogia Web Observer 3.0/ Text Mining /Web Audit / Report / Alerts & News Clipping / Engagement Tool  Cisco® SocialMiner  Cision PR Edition  Cision Social Software  Clipit  Cogito  Commetric Media Analytics  Commetric Influencer Network Analysis  complexium MATRIX, GALAXY, KYEPLEX  Converseon  Confirmit Horizons: Confirmit Genius Social Analytics  Coosto  Crimson Hexagon ForSight™  Crimson Hexagon HelioSight  Curalate  CustomScoop Media Monitoring / CARMA  IBM Watson Analytics for Social Media  IBM® SPSS® Modeler Premium  iContact Pro Select  Infegy Atlas  IQBuzz  Isentia Brandtology  IWOMmaster Platform  J.D. Power Social Media Insights  Kantar Media Social Media Intelligence  Klarity Analytics  Landau Media Online Monitoring  Launchmetrics  Lexalytics Salience  LexisNexis® Newsdesk  Linguamatics I2E Text Mining Solution for News & Social Media  Linkfluence Radarly  Oracle RightNow Social Experience  Oracle Social Cloud and Oracle Social Relationship Management  Polecat  Pulsar TRAC  Raven Social  ReplyOne  Reputation Control  Reputation.com  RepuTrace /RepuTrack  Revinate  ReviewPro  Semantria  Sendible  SAS® Social Media Analytics  Scanbuzz  ScribbleLive Insights and Engagement  SemanticForce  SentiMetrix  Synthesio  Sysomos Expion  Sysomos Heartbeat  Sysomos Media Analysis Platform (MAP)  Tailwind  Traackr  Tracebuzz  Trackur  Tracx  TrustYou  Twilert  uberMetrics Delta  VendAsta's Reputation Management Platform  Verint Text Analytics  VICO Analytics  VICO PRISY  WaveMetrix  Webtrends Social Analytics  Wobot  YouScan  Zignal Labs

10. SMM Tools with Free and Paid SMM Services SMM Tools with Free and Paid SMM Services (Total 22) Free SMM Tools (Total 18)  AgoraPulse  Cyfe  Buzzmonitor / E.Life  Hashtags  Hootsuite  HowSociable  IBM AlchemyLanguage  Klout  Kred (PeopleBrowsr)  Mediatoolkit  NetBase LIVE Pulse™  Netvibes  NodeXL  quintly  Simply Measured  Social Searcher  Tagboard  Talkwalker  TO THE NEW Social Analytics/ThoughtBuzz  Twingly  Zuum Social  Board Reader  BoomSocial  Facebook Insights  Followerwonk  LinkedIn Analytics  Meltwater IceRocket  Mentionmap  NexaMe (Nexalogy)  Omgili  Search (Facebook)  Social Mention  Talkwalker Alerts  Talkwalker Social Search  Tweetchup  TweetDeck  Twitter Search  Unruly Analytics  Viralwoot © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

11. SMM Tools and Services - Customer Position  Increasing adoption and investment in SMM Technologies and social media programs (e.g., employee advocacy, social selling, social recruiting, etc.)  Most businesses are still struggling with the tools selection to meet their requirements and business goals  Rapidly changing SMM Technology Market  New tools and services are emerging continually delivering unique and more sophisticated analytical capabilities, while already established SMM companies are frequently improving their products by introducing new features and coverage to accommodate their clients’ needs.  Each product offers a specific set of functionalities and differs in focus, media and language coverage and approach, with some tools focusing more on engagement, publishing and workflow management, while other offering strong analytics and reporting functions or rather integrated SMM tool vs. point solution © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • What are your specific business goals and monitoring requirements?

12. Strategic Approach to Selecting and Employing SMM Tools and Services © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html We hope to enable companies and individuals to make effective decisions about the use of monitoring tools and services for their purposes, based on their specific business needs, objectives and budget, as the ideal solution for one business may not often be the best choice for another business. Strategic Approach to Selecting and Employing SMM Tools and Services UNDERSTAND KEY SOCIAL MEDIA MONITORING CONCEPTS , FUNCTIONS AND APPLICATIONS SEE HOW THEY CAN BE APPLIED WITHIN YOUR ORGANIZATION UNDERSTAND SMM MARKET AND MARKET TRENDS - MARKET DYNAMICS - TECHNOLOGY INNOVATION - CUSTOMER POSITION LEARN ABOUT SMM TOOL COVERAGE AND KEY FEATURES QUESTIONS TO ASK AND FACTORS TO CONSIDER WHEN SELECTING SMM TOOL AND SERVICES PRICING AND PRODUCT AND SERVICE AVAILABILITY LEARN ABOUT DIFFERENT PRODUCT AND SERVICES, PRICING PLANS AND FREE OFFERS VENDOR EXPERIENCE: - CLIENTS SERVED - # OF YEARS IN SMM BUSINESS - INDUSTRY FOCUS - COMPANY SIZE

14. Key SMM Concepts - SMM Product Definition • Social Media Monitoring (SMM) tools are software applications, which enable companies to GATHER, CATEGORIZE, ANALYZE, MONITOR and often ENGAGE in online conversations about companies, brands, products, competitors, industry and other topics of interest across social Web. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • Different terms confusing buyers SOCIAL MEDIA or MEDIA MONITORING TOOLS SOCIAL LISTENING PLATFORMS SOCIAL MEDIA ANALYTICS SOCIAL MEDIA MANAGEMENT TOOLS SOCIAL INTELLIGENCE TOOLS SOCIAL MEDIA MARKETING TOOLS • What is a definition of each category and how they differ? • Who are the leading providers in each category?

15. Key SMM Concepts – Media Coverage - Types of Social Media / Examples © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html  Social networks  General Social Networks  Professional Social Networks  Private Social Networks  International Social Networks  Discussion boards and reviews  Forums  Classified  Business Ratings and Reviews  Social Commerce & Payment  Chat rooms, message boards  Community Q&A  Interest Communities  Social Travel Networks  Social bookmarking and tagging  Social News  Virtual World  Social Gaming  Micro-blogging / micro messaging:  Blogs  Multimedia sharing services  Photo sharing  Video sharing  Livecasting  Music and audio sharing  Presentation sharing  Podcast and other forms of audio content  Video Blogging  Location Based  LiveStreaming  Mobile social and messaging apps  Wikis  RSS  Events  Widgets Mash-ups and others. • The report offers extensive listing of media coverage under each category.

16. Key SMM Concepts – Media Coverage - Common Types of Social Media / Examples • Many SMM tools also allow extraction, monitoring and analysis of: • The content clients may license directly or • Specific sources that the client wants to process. • Online news, print, TV, radio, internal and external databases (e.g., client data, information aggregators and databases such as LexisNexis, Factiva, professional specialized database, etc.) • Extraction of the various types of sources formats: e.g., comments, initial posts, articles, pdf, ppt, word, online videos/photos, email, audiovisual clips and scripts, CRM, database, and others. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • What is your media coverage requirement for social media monitoring?

17. – Understanding the benefits and possible applications of SMM technologies is of outmost importance Understanding Key SMM Concepts and Benefits - Key Social Media Monitoring Benefits Discussed Key Business Goals: © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Increase Sales, Market Share, Customer Retention, Operating Margin, ROI Generate More Qualified Leads Shorten the Sales Cycle Create Thought Leadership Improve Visibility, Awareness, Advance Brand Advocacy and Increase Brand Value Improve Brand Reputation and Counter Negative Perception Identify and Create New Partnerships Reduce Marketing, Market Research, Research & Development, IT, Recruitment, and other Operating Costs Test Ideas and Launch Product Increase Operational Efficiency Improve Customer Services, Engagement, Experience, Satisfaction and Customer Retention

18. Understanding Key SMM Concepts and Applications - Key Product Applications Discussed How Can SMM Tools Support Key Areas Of Business? © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Marketing & Corporate Communication Event Management Public Relations (PR) Search Engine Marketing Advertising Investor Relations (IR) Business Development, Sales and Lead Generation Social Media Marketing Market Research Product R&D and Innovation Management Operations Customer Services Human Resources Legal Open Source Intelligence

20. Understanding SMM Market and Market Trends What is the Market Size and Growth • Global Social Media Analytics market will grow from $1.60 billion in 2015 to $5.40 billion in 2020, at a CAGR of 27.6% during the forecast period. Market Dynamics • Big technology companies continue to take over the market • Partnerships on the rise to deliver more strategic insights for businesses • Further decline in merger and acquisition activity continues in 2016 • Increasing number of vendors offering combination of free and fee based SMM tools and services to create demand for paid services © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

21. Understanding SMM Market and Market Trends © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • Which SMM vendors scored the largest number of acquisitions in the last 2 years? 5 5 13 35 53 43 29 47 34 24 0 10 20 30 40 50 60 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 3rd Quarter NumberofDeals M&A A C TIV ITY IN SMM MA RK ET ( P ERIO D 2 0 0 7 - 2 0 16 )

22. Understanding SMM Market and Market Trends Technology Innovation  Continuous advancement in SMM technologies and features • Examples: Further Expansion of Language Coverage, Media Coverage and Analytics as Social Media Evolves, Increased Industry Specialization and Partnerships, More Structured Approach to Online Monitoring and Engagement, Bringing Owned and Earned Media Together, Taking on The Challenges of Developing Right Metrics, and others © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html  Continuous expansion of media coverage and analytics as social media evolves  Social TV has opened new opportunities for SMM and analytics  Emergence of new kind of analytics Customer Position  Increasing adoption and investment in social media technologies  Increasing adoption of Employee Advocacy Programs on the rise  Choosing between point solutions and integrated social media suites  Businesses still struggling with the tool selection and social media monitoring

23. Understanding SMM Market and Market Trends Media Type Definition Media Components (Examples) OWNED MEDIA Company’s owned media managed by a brand and built for long term relationships with their customers and earned media. Typically used for targeting customers. Company Web site, Mobile site, Company Social media accounts including Company blog, Company microblogs (Twitter Account, etc.), Company’s social network accounts (e.g., Facebook, etc.), online communities, sales collateral such as email newsletters/brochures, etc. EARNED MEDIA Organic mentions of a company’s brand on other websites, social platforms, online communities, etc., often resulted from a successfully executed and well managed owned and paid media campaigns (e.g., Marketing and PR efforts). Typically used for targeting advocates. Word of mouth, Buzz on Facebook Twitter, Dig, YouTube, Flickr, blogs, forums, communities, etc. PAID MEDIA Paid by a brand and feeds owned and creates earned media. Typically used for targeting prospects. Traditional ads, Paid Search, Sponsorship, Print, Magazine, Television, Radio, Cinema, Banners, Direct mail, in-store media, etc. • Which SMM tools bring together owned and earned media? Bringing Owned and Earned Media Together  Increasing number of SMM tools are bringing owned and earned media analysis together in one platform  Bringing together owned media posts and earned mentions allows companies to better understand the impact of their social media activities on online buzz

24. Understanding SMM Market and Market Trends - Crimson Hexagon ForSight™ - Templates for Owned and Earned Media Analysis - Bringing Owned, Earned and Paid Media Together - Examples • What are the other SMM tools that bring together owned, earned and/or paid media? - Sprinklr Paid Advertising - Paid Initiatives Details and Setting up Advertising Goals

25. Understanding SMM Market and Market Trends - Increased Popularity of Predictive Analytics • Which SMM tools offer predictive analytics? PREDICTIVE ANALYTICS (EXAMPLE) - IBM Watson Analytics for Social Media - Predictive Analytics for Everyone: Predictive Models and Discoveries

26. Understanding SMM Market and Market Trends - Increased Importance of Mobile Platforms continues (examples) Coosto Customer Engagement Application on Different Devices © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Commetric Media Analytics Dashboards Providing Responsive, Mobile-friendly Delivery Formats

27. Understanding SMM Market and Market Trends - Increased Importance of Mobile Platforms continues (examples) Mention.com Desktop and Mobile App for iPhone Solution – e.g., Task Assignment © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Tracebuzz Accessible from Any Device (Desktop, Laptop, iPad, Smartphones)

28. Understanding SMM Market and Market Trends - Emergence of Social TV Opens new opportunities for SMM and Analytics Example: Social TV Meter Dashboard Showing Trend per Minute, Key Performance Indicators (Posts, Unique Authors, Unique Impressions, Post/min, Post/User, Peak/min) and Hashtag Cloud - Blogmeter Social TV Listening © 2016 Ideya, Ltd. All /ideya.eu.com/reports.html - Image Recognition Analytics on the Rise Example: Curalate Explore Search - Source Compelling Visual Content at Scale in Minutes, Not Hours

29. Understanding SMM Market and Market Trends  Larger businesses are becoming more sophisticated in their social media strategies and investing in powerful platforms and Command Centres Example: Oracle Social Engagement and Monitoring Cloud Social Intelligence Center View Offering “command-style center” creation capabilities within the Oracle SRM platform Example: BoomSonar Newshub - A Real Time Command Center Designed to Provide a Real Time Summary of Brands' Online Assets

30. Social Media Monitoring Tools Key Product Features SMM Tools and Services Report 2016, 7th Edition, November 2016

31. SMM Tools - Key Product Features and Factors Impacting Selection Process Ideya Business and Marketing Consultancy Ltd Data Management Data Acquisition Coverage Media Coverage Language Coverage Geographic Coverage Industry Specific Coverage Data Latency Data Cleaning For Spam Alerts Data Export Application Programming Interface (API) Integration Data Archiving Data Analysis and Visualization Media Statistics Filtering and Sorting of Results Sentiment Analysis Automated Human Influencer Profiling and Analysis Viral Content Tracking and Analysis Trend Analysis Topic and Theme Analysis Word/Tag Cloud Competitive Monitoring and Analysis Predictive Analytics Campaign Monitoring and Measurements Process Management and User Interface Dashboard Standard/ Pre-defined Customizable Workflow Management Engagement Function / Publishing Customer Relationship Management Factors Pricing Clients Year of Product Release Product Applications Industry Focus Company Size © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

32. Products Differ In Terms Of Product Features, But the Difference is Slowly Diminishing % of Products Offering Specific Feature 2016 vs. 2015 - % of Products Offering A Specific Feature 2016 vs. 2015 © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html 69% 76% 69% 69% 73% 52% 58% 26% 67% 40% 78% 16% 7% 91% 74% 57% 79% 68% 61% 65% 60% 19% 47% 77% 84% 78% 76% 76% 63% 67% 35% 72% 46% 84% 17% 14% 95% 81% 63% 84% 73% 66% 72% 68% 27% 53% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Data Alerts Data Export API Integration Data Archiving Filtering by Media Filtering by Geography Filtering by Keyword Filtering by Demographics Automated Sentiment Analysis Human Sentiment Analysis Influencer Analysis & Profiling Viral Content Tracking Predictive Analytics Trend Analysis Topic /Theme Analysis Word / Tag Cloud or Clusters Competitive Analysis Campaign Mgmt & Monitoring Customizable Dashboard Workflow Management Engagement Function Publishing CRM Key Product Features - % of Companies 2016 (%) 2015 (%)

34. The Tool Key Features - Data Management Features Data Management Features Data Acquisition Data Coverage Media Coverage Language Coverage Geographic Coverage Industry Specific Coverage Data Latency Data Cleaning For Spam Data Alerts Data Export Application Programming Interface (API) Integration Data Archiving - Key Data Management Features Ideya Business and Marketing Consultancy Ltd © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

35. Data Management Features - Data Acquisition • Coverage – Media Coverage – Geographic Coverage – Language Coverage – Industry Specific Coverage • Which tools offer the broadest media, geographic and language coverage? Which tools offer sentiment analysis in more than 10 languages? • Data Latency – Ranges from a few seconds to 48 hours depending on the source and data processing • Which tools offer near to zero data latency? • Data Quality – Data Cleaning for Spam and Duplicates is of outmost importance – Bad data and analysis may also result from incomplete assessment of variables and wrong assumptions, omitted data by commercial services, relevancy of content, and inaccuracy of result and analysis. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • What are your requirements in terms of media, geographic, or language coverage?

36. Key Data Management Features – Media and Language Coverage Ideya Business and Marketing Consultancy Ltd SMM Tools and Services Report 2016 TABLE 8 SMM Product Comparisons by Media and Language Coverage (A Sample Out of 200 SMM Tools Profiles) © 2016 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Product Name Media Coverage Language Coverage  BoomSonar Monitoring: All types of web sites, Facebook, Twitter, Google+, LinkedIn, YouTube, Vine, WordPress, VKontakte, Dailymotion, Vimeo, Tumblr, blogs, forums, comments, review sites, sharing and bookmarking sites. Monitoring of Instagram and Foursquare available with BoomExtra subscription. Facebook Topic Data: Available as an optional extra. Firehose Access to Major Sources: BoomSonar has firehose access to multiple sources, including Twitter, WordPress, Tumblr, IntenseDebate and Disqus data for real time monitoring, Management and Publishing: Facebook, Twitter, Instagram, Google+, LinkedIn, and YouTube. Languages: BoomSonar covers all languages. Automated sentiment and topic analysis is available for English, German, French, Spanish, Italian and Turkish. Geographic Coverage: Global  Snaptrends – A Social Insights Solution Supports monitoring of Facebook, Twitter, Instagram, YouTube, Flickr, Google+ and Vk for social media posts. For person discovery, Snaptrends hits dozens of other social services to gather a complete Social Footprint on individuals. Some of these services include LinkedIn, Pinterest, Kik, Ask.fm, Snapchat, Tumblr, WordPress, Vine, and many more. The service is architected to connect to additional future social media data feeds. Under its agreement with Twitter, Snaptrends has direct access to the Twitter fire hose and therefore can provide custom solutions to its clients. Languages: Multi-Language Support: Snaptrends location-based social media intelligence is language agnostic. The software can search and translate in over 103 different languages simply by using the phrase the analyst is searching. The enterprise version is available in multiple languages. Snaptrends is architected and developed in English. However, it is a Unicode solution with the capability to display and store in any standard available character sets. Sentiment analysis currently performed for English. Google Translate is the standard translation service of the application; however, other translation services can be integrated based on user requirements. Geographic Coverage: Worldwide Availability With the Exception of Embargoed Countries Source: Social Media Monitoring Tools and Services Report 2016

37. Key Data Management Features - Industry Coverage Ideya Business and Marketing Consultancy Ltd SMM Tools and Services Report 2016 TABLE 9. Industry Coverage – List of SMM Tools and Services (A Sample Out of 200 SMM Tools Profiles) © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Examples of SMM Tools with Industry specialization: Industry Focus  Buzzcapture All industry segments with special focus on Financial Services, Government, HealthCare Insurance, Retail, Pharmaceutical Industry, and Non-Profit Organizations  Coosto Retail, Automotive, Marketing/Communication/PR/Media Agencies, Telecommunication, Travel, IT, Financial, Government, Charity, Security Intel, Health, Higher Education  Snaptrends – A Social Intelligence System Snaptrends offers services and solutions for enterprises and organizations across all industry sectors including: Insurance, Financial Services, Manufacturing, Real Estate, Life Sciences, Bio-Technology, Consumer Products, Media/Entertainment, Professional Services, Events (Sports, Concerts, Trade Shows, etc.), Multi-location Corporate (Retail/Restaurant/Hotels), Politics (Elections/Candidates/ Parties/Issues), Healthcare, Resilient Communities, Education (Schools, Administrations, Districts), Energy & Utilities (Petrochemical, Manufacturing, Utilities), Security (Small Business/Corporate), Professional Consulting/PR firms. Source: Social Media Monitoring Tools and Services Report 2016

38. Key Data Management Features - Alerts and Data Export • Alerts (2016: 77% - 2015: 69%) • STANDARD ALERTS: triggered by specific keyword or phrase that is monitored • THRESHOLD ALERTS: triggered when user key metrics exceed or fall below expectation (a sudden increase in negative comments, decrease of share of voice, unusual feedback patterns that can indicate potential issues, etc.) – Typically offered via emails, RSS feeds or SMS and delivered on an hourly, daily, weekly or monthly bases, depending on the client preference. • Data Export (2016: 84% - 2015: 76%) – Enables companies to export data and extract insight into various formats such as xls, csv, doc, txt, pdf, html, sif, sgmml, image file formats (jpeg, gif, png), Pajek (.net), UciNet (DL) and other formats for further customization, analysis and reporting. – Which tools offer standard or /and threshold alerts? © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

39. Data Analysis and Visualization Features - Alerts (examples) Twilert Dashboard: Create New Twilert - Search, Extensive Filtering (by Keywords, User, Location, and Misc.) and Automatic Daily Results © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

40. Key Data Management Features - API Integration, Data Archiving • Application Programming Interface (API) Integration (2016: 78% - 2015: 69%) – Important for companies with more complex SM programs and extensive custom sources and applications – Allows users to integrate the platform with other systems to dive deeper into social data across enterprise business applications. Some of the 3rd party apps that can align SMM with overall business strategy and tactics include: • COMPANY’S CRM SYSTEMS • BUSINESS INTELLIGENCE SYSTEMS, • COLLABORATION TOOLS • WEB ANALYTICS • SOCIAL ENTERPRISE PLATFORMS • Data Archiving for Historical Benchmarking & Compliance (2016: 78% - 2015: 69%) – Allows users to store and archive their individual content, have a complete control over their data and perform various analyses based on the compiled data. • ENTERPRISE SYSTEMS • SM PLATFORMS • MOBILE • COMPLIANCE SYSTEMS and others. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

41. Key Data Management Features - API Integration (examples) © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Sprinklr Market Place - Integration with existing CRM Systems, Analytics, Marketing Automation, Asset Management, Profile and Message Enrichment Systems

42. Key Data Management Features TABLE 12. SMM Product Comparison Based on the Key Data Management Features: Alerts, Data Export, API Integration, and Data Archiving – List of SMM Tools and Services (A Sample Out of 200 SMM Tools Profiles) Source: Social Media Monitoring Tools and Services Report 2016 © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Product Alerts Data Export API Integration Data Archiving  Buzzcapture Yes Yes Yes Yes  YouScan Yes Yes Yes Yes

44. The Tool Key Features and Factors Impacting Selection Process - Key Data Analysis and Visualization Features Data Analysis and Visualization Media Statistics Filtering and Sorting of Results Sentiment Analysis Automated Human Influencer Profiling and Analysis Viral Content Tracking and Analysis Trend Analysis Topic and Theme Analysis Word/Tag Cloud Competitive Monitoring and Analysis Predictive Analytics Campaign Monitoring and Measurements © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

45. Data Analysis and Visualization Features - Media Statistics • Media Statistics • These statistics refer to the number of mentions, posts, or hits that are generated through the social media engagement (e.g., count of mentions, share of voice, audience engagement, conversation reach, etc.) • Type of Metrics: • Channel Metrics: e.g., Facebook, Twitter, Google+, Instagram, LinkedIn, Pinterest, SlideShare.net, Tumblr, YouTube, and others • Cross Channel Social Performance • Category Metrics: e.g., Audience Metrics, Social Listening & Monitoring Metrics (e.g. presence, sentiment, reach, resonance, etc.), Engagement Metrics, Content Performance Metrics/Campaign Effectiveness, Total Exposure Metrics & Social Graph, Customer Service Metrics, Customer Relationship Metrics, and others. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • What are the key metrics under each category and which tools offer them? • What are the key measurement challenges?

46. Data Analysis and Visualization Features - Media Statistics (examples) Sprout Social Reports – Instagram Profiles Top Instagram Posts and Audience Growth Klarity Single Platform – Interactions Total Likes, Comments, Shares, Direction Of Interactions, Strength of interactions BoomSocial Premium Reports – Engagement Overview - BoomSocial Premium Analysis Including Industry Statistics, Engagement Metrics, Content Types, Hourly Activities and much more

47. Data Analysis and Visualization Features - Media Statistics (examples) Echobot Dashboard – Web Media Result Page with Key Statistics and Charts © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html IWOMcooperator™ – Social Profile

48. Data Analysis and Visualization Features - Media Statistics (examples) M-Adaptive – Metrics Timeline, Own Tweet Type Distribution, Activity, Reach, Top Mentioners, and Top Mentioned Talkwalker’s Preconfigured Use Case Dashboard - Crises - Key Metrics Including Share of Sentiment, Negative Sentiment Trends and Volume and Growth in Mentions, Engagement, and Potential Reach © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

49. Data Analysis and Visualization Features - Media Statistics Astute Social – Listening Dashboard Key Metrics including Total Interactions, Daily Average, Peak Interactions, Minimum Interactions, Sentiment, and Emotion © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

50. Data Analysis and Visualization Features - Media Statistics VICO PRISY Dashboard – Review Monitoring Overview © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html VICO PRISY Dashboard – Review Monitoring Product List

51. Data Analysis and Visualization Features Media Statistics (examples) © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html IBM Watson Analytics for Social Media – Discovery Set: Data and Visualizations Recommended Starting Points and the Ability to Ask Questions about Your Data

52. Data Analysis and Visualization Features - Filtering and Sorting Options • Filtering of Results (35% - 76% in 2016 – 26%- 73% in 2015) • Filtering helps users to find the most relevant data in their search universe • Enables users to categorize, view, and analyze data from different perspectives, generates highly tailored reports, but also drill down to individual results and details • Often combines a comprehensive data collection and advanced text analytics that are applicable across: • Media types, Languages, Geography (country, region, state and/or city), Topics (respective keyword/phrase), Sentiments, Demographics of active users and voices (by age, gender, location, and occupation of people driving the conversation), Author Reach and/or Author’s Influence, and many others. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • How specific you want to be in your analysis? (city level, country level, specific language, specific demographics of the author, etc.)

53. Data Analysis and Visualization Features – Filtering of Results (examples) Opinion Tracker - Filters and Semantic Analysis © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Launchmetrics Dashboard: Monitoring Definition Scope

54. Data Analysis and Visualization Features – Filtering of Results (examples) Live View: Single Geofence with Social Media Post Location Pins - Snaptrends - A Social Insights Solution NUVI™ Dashboard - Interactive Geo-Location Map with the Street- Level Zoom Capability BoomSocial - A Free Tool Offering Extensive Filtering Options and Analysis of Social Media Metrics Including Volume of Fans, Fan Growth, PTAT, Engagement Rate, Boom Quality Score (BQS), and much more

55. Data Analysis and Visualization Features – Filtering of Results (examples) Search Results and Word Cloud/ Filtering Options by Topics, People, Organizations, Speakers, Speech, HashTags, Twitter Mentions. This section had a major design change – Spotter Pulse © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html YouScan Report – Demographic Analysis Displaying Demographic Analysis by Gender Type and Age, and Volume of Posts by Gender Type

56. Data Analysis and Visualization Features – Filtering of Results & Sorting (examples) Extensive Filtering Options, Statistics, and Messages - Clipit Portal Admin Campaign Geo Filters - MutualMind Sorting - Search Results that can be sorted by Time, Reach and Virality and Filtered by Media Source, Domains, Language, Authors, and Time - Mediatoolkit Dashboard • Sorting of Results • Sorting of results by Influence, Profiles, Time/Date, Source credibility, Relevance, Key metrics (volume of mentions, reach, virality, etc.) and others.

57. Data Analysis and Visualization Features – Segmentation (examples) Segmentation: Personality Insights for Twitter, Powered by IBM Watson - Visualizing Audience Personality Traits to Enable Segmentation at a Psychological Level - Audiense Dashboard Demographics Summary: Gender Split, Gender Split Trends, Top Interests and Professions by Unique Authors, and Trends - Brandwatch Dashboard

58. Data Analysis and Visualization Features – Sentiment Analysis • Sentiment Analysis: Automated Sentiment Analysis (2016 72% – 2015 67%); Human Sentiment Analysis (2016 46% - 2015 40%) • Typically facilitates business intelligence tasks and helps companies to – Monitor sentiments of conversations about the company, its products, competitors, – Discover themes that are driving negative or positive conversations, – Track success of marketing campaigns, – Identify customer complaints, – Track public viewpoints and perform trend prediction in sales or other relevant data. • Key Questions: coverage (selected conversations / all conversations), language coverage of sentiment analysis, algorithm effectiveness, accuracy of the analysis, etc. • Key Metrics: What are the key metrics (e.g., sentiment ratio, net sentiment of Industry, sentiment score, idea impact, etc.) and what they mean? © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

59. Data Analysis and Visualization Features – Sentiment Analysis (examples) iSentia Brandtology Dashboard – Buzz and Sentiments Social Data Visualization: Sentiment Over Time Tool - Snaptrends

60. Data Analysis and Visualization Features – Sentiment Analysis (examples) Infegy Atlas Dashboard – - Detection and Measurement of Emotions and Themes such as Discussions of Quality of Comments Indicating an Intent to Purchase Infegy Atlas Dashboard – - Detection and Measurement of Emotions and Themes such as Discussions of Quality of Comments Indicating an Intent to Purchase

61. Data Analysis and Visualization Features – Sentiment Analysis (examples) Sentiment Analysis: Clipit Dashboard – Analysis covering Sentiment Analysis, Trends, and Key Topics Activity and Sentiment Analysis of Competitors - Brand Comparison in Media Monitoring Module - Coosto

62. Data Analysis and Visualization Features – Human Sentiment Analysis (examples) Manual Assignment of Sentiment - Mediatoolkit Dashboard Showing Preview of Query Results by Topic and the List of Mentions Filtered by Croatian Language With Option to Manually Assign Sentiment to Each Mentions and Key Statistics (Likes, Shares, Comments, Tweets, Reach, Virality)

63. Data Analysis and Visualization Features – Influencer Analysis • Influencer Analysis and Profiling (2016 84% - 2015 78%) – IDENTIFY KEY INFLUENCERS/OPINION LEADERS - key influencing blogs, sites, individuals or networks that are leading online conversations and shaping opinions about their brand, products or specific topic of interest. • Opinion Leaders – ADVOCATES: a driving force behind recruiting new customers and impacting consumers’ purchasing decisions or company reputation, or supporting and promoting particular issues on ongoing bases – DETRACTORS: key critics of the company brand. – ACCESS INFLUENCER INFORMATION AND PROFILES – Understand who these people are, what is their relationship to the company’s brand and their potential value (are they customers, prospects, advocates, disappointed customers with a complaint, industry experts, etc.), what their other interests are (analyze all comments of identified influencers) using both quantitative and qualitative content analysis • Profiling: male or female, age, job, country of residence, hobbies, married, divorced, etc. – ENGAGE WITH INFLUENCERS – Key Metrics: What are the key metrics (e.g., SOM, % of Active Advocates, Advocate Influence, Advocate Impact, Influence Score, Klout Score, Kred Score, PeerIndex Score, Traackr, and many others) and what they mean? • Which tools offer comprehensive Influencer Analysis and Profiling?

64. Data Analysis and Visualization Features – Influencer Analysis (examples) Influencers Sorted by Influencer Rank - Traackr Influencer Profile - Traackr Cogia Intelligence Web Observer 3.0 - Top Sites, Top Threads, Influencers

65. Data Analysis and Visualization Features – Influencer Analysis (examples) Influencers Table - Overview Influence Score, Tweets, Mentions, Followers, Retweets, Retweets Sent, Replies, Favorites, Listed, Klout Score, Direct Reach, Echo Reach, Total Reach – Spotter Pulse

66. Data Analysis and Visualization Features – Influencer Analysis (examples) NUVI™ Bubble Stream Chart Combining Commenter's Influence and Sentiment Influencers - Top Authors by Post and Reach, Top Media and List of Key Contributors - Landau Media Dashboard

67. Data Analysis and Visualization Features – Influencer Analysis (examples) Influencer Analysis and Profiling Displaying Top Authors by Volume of Posts, Author Name, Site, Volume of Mentions, Sentiment and Impact - Brandwatch Dashboard Crimson Hexagon ForSight™ Dashboard – Author Interests Analysis

68. Data Analysis and Visualization Features Influencer Analysis – Social Network Analysis • Social Network Analysis - observes social structure and impact, quality or effectiveness of a relationships between individuals or group of individuals or organizations. • An open source solution, NodeXL, offers a wide range of generic network metrics that can be used to learn about network properties and interpret them in a specific context. Such network metrics are: • Degree Centrality: a popularity measure, • Betweeness Centralities: bridge scores for boundary spanners, i.e. individuals who connect disparate parts of a network, • Closeness Centrality: a distance score for broadly connected people, • Eigenvector Centrality: influence scores for strategically connected people, and many others. • Which SMM tools offer Social Network Analysis (SNA)?

69. Data Analysis and Visualization Features Influencer Analysis – Social Network Analysis NodeXL Worksheet Showing Data, Network Metrics, and Visualization of Clustered Nodes

70. Data Analysis and Visualization Features Influencer Analysis – Social Network Analysis Commetric Influencer Network Analysis Interactive Social Network Analysis Map with Filtering Options (e.g., Weight, Influencer Score, etc.) Showing Individuals in a Group who are Drivers of Change, Trend-Setters and Industry Opinion Makers

71. Data Analysis and Visualization Features - Viral Content Tracking & Analysis • Viral Content Tracking and Analysis (2016 17% - 2015 16% ) – Focused on tracking and measuring the viral reach and impact of a specific story or a message on the Social Web. – Typically includes monitoring a reach of a specific brand and topics around the brand by considering how many people read, post, link or share specific piece of content or information. Some of the viral metrics include measures of spread, social velocity, direction, amplitude, period (the duration of conversation), and others. Talkwalker’s Virality Map – helps users to identify amplifiers of a specific story and understand how a story breaks and spreads through various media types, languages, or countries.

72. Data Analysis and Visualization Features - Viral Content Tracking & Analysis • Viral Content Tracking and Analysis (examples) Mediatoolkit Dashboard – Mentions Popularity by Virality Factor Showing How Well Particular Mention is Penetrating across Social Media Compared to the Articles from the Same Source Mediatoolkit Dashboard – Top Influencers by Their Average Virality Counted by Average Web Visits, Social Shares and Other Factors

73. Data Analysis and Visualization Features - Trend Analysis • Trend Analysis (2016 95% - 2015 91% ) – In the context of SMM, the term trend analysis refers to the collecting particular information over time and identifying changes in pattern or trend within SM content: • E.g., changes in volume of conversations, share of online conversation over time, trends against competing brands and products, sentiment trending, trending topics, user trends, message/day trend, trending #hashtag , trending links, etc. – Historical Data Coverage: ranges from one week to several years • In many cases at least 6 months of historical data is of great value to detect key trends and justify the budget expenditure Trend Analysis: Klarity Cross Platform Engagement Line Graph • Which tools offer more than 1 year of historical coverage?

74. Data Analysis and Visualization Features - Trend Analysis (examples) Trend Analysis – – Timeline by Sentiment, Topic Analysis by Sentiment, Tonality Analysis, Sources, - bc.lab Monthly Social Media Report Trends - Competitor Analysis - SDL Social Intelligence Customer Journey Analytics Dashboard

75. Data Analysis and Visualization Features - Trend Analysis (examples) – Time Analysis Chart – Posts by Day of Week and Time Snaptrends – A Social Insights Solution Opinion Tracker – Interactive Timeline

76. Data Analysis and Visualization Features - Topic Analysis, Word/Tag Cloud, Clustering • Topic and Theme Analysis (2016 81% - 2015 74%) – In-depth analysis of online posts or comments around specific topic of interest to identify key themes and uncover potential issues – Explores the context in which a brand is being discussed • Word/Tag Cloud (2016 63% - 2015 57%) – Word Cloud shows the reoccurring topics of conversations about company, brand, campaign or industry issues • Helps understand key themes around the brand or topic of interest and enable quick filtering through a large amount of content – Tag clouds are defined as visual presentations of a set of words, typically a set of tags, in which attributes of the text such as size, weight or colour can be used to represent features (e.g., frequency) of the associated terms (Keane, 2007) – Examples: word/tag cloud by brand, competitors, industry, media, sentiment, etc. • Clustering – Shows the most common words and connections between words that are commonly used together © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

77. Data Analysis and Visualization Features – Topic Analysis (examples) Topic Analysis including Trending Topics in Real Time, Sentiment Analysis, Share of Voice and Ranking by Topics - Astute Social Listening Dashboard Conversation Themes - Keyword Mentions Report - Traackr

78. Data Analysis and Visualization Features – Topic Analysis (examples) Pulsar TRAC – The Bundle Visualization Showing the Most Frequent Correlations between Keywords or Topics Interactive Tree Map Showing the Most Common Terms in the Mention Sets – iSentia BuzzNumbers Dashboard IBM SPSS Modeler Premium Analysis Workbench – Custom Social Media Analysis Using NLP including Concept Web

79. Data Analysis and Visualization Features – Word/Tag Cloud, Clustering (examples) Clusters: Like a word cloud, cluster shows the most common words, but also reveals connections between words that are commonly used together. Cluster Analysis: Interactive Map Showing Major Themes and Their Relationships - NexaMaster Lexical Map - By clicking on a specific concept, users can see how the conversations are connected Crimson Hexagon ForSight™ Dashboard – Cluster Analysis

80. Data Analysis and Visualization Features – Topic Analysis (examples) Tracx Image Cloud - View and Understand the Entire Conversation That Has Been Driven by both Text and Visual Mentions(s) of Your Brand and Directly Share, Engage and/or Publish with Ease NUVI™ Word Burst Chart - Topic Analysis, Keyword Categorization, and Sample Mentions Heartbeat Topic Analysis – Word Cloud and BuzzGraph showing the linkages between the keywords and “Key-Conversations”

81. Data Analysis and Visualization Features – Topic Analysis (examples) Topic Analysis: iSentia Brandtology Dashboard – Foam Tree Affinities Providing the Data behind the Consumers Talking About a Brand or Topic - Astute Social Listening Dashboard

82. Data Analysis and Visualization Features - Benchmarking & Competitive Monitoring and Analysis • Benchmarking and Competitive Monitoring and Analysis (2016 84% - 2015 79%) • Benchmarking Analysis: – Analyzes company’s performance against industry category or selected business competitors – Enables companies to understand how people talk about their competitors and identify competitive strength and weaknesses • Key measures (examples): – Comparison of reach, share of voice, their impact against competitors, competitive sentiments, product feature analysis, and others • Which SMM Tools offer comprehensive Benchmarking and/or Competitive Analysis? • Are you able to measure effectively how your brand and products measure up to the competition or industry as a whole?

83. Data Analysis and Visualization Features Benchmarking & Competitive Monitoring and Analysis (examples) Competitive Analysis - Sentiment Analysis and Benchmark vs. Industry and Competitors - Buzzcapture Narrowcast Competitive Analysis - Top Brands by Number of Posts and Reach, List of Key Contributors - Landau Media Dashboard

84. Data Analysis and Visualization Features - Benchmarking & Competitive Monitoring and Analysis (examples) Competitive Analysis: Experience Scores and Benchmark Performance - SDL Social Intelligence Customer Journey Analytics Competitive Matrix KPI's: Klarity Index - Klarity Analytical Dashboard

85. Data Analysis and Visualization Features - Benchmarking & Competitive Monitoring and Analysis (examples) Competitive Analysis: BirdSong Bespoke Analysis – Follower Mapping on Twitter – Basic Competitive Facebook Analysis (T- Mobile/AT&T) – Interaction Rate, Average PTAT, PTAT, Average Interaction per Post over Time, Interaction Rate by Post Type - quintly Dashboard Product Insights and Competitor Score - SDL Social Intelligence Customer Journey Analytics Dashboard

86. Data Analysis and Visualization Features Benchmarking & Competitive Monitoring and Analysis (examples) Competitive Analysis – Volume of Mentions per Day by Competitors and Filtered per Source (e.g., Facebook) - Mediatoolkit Dashboard Interactive Trend Chart by Competitors with Number of Hits, Reach, Channels, Sentiment, Languages, and Attributes Filters Pie Charts with Channel, Sentiment, Region and Language Filters, and List of Posts Sortable by Time and Relevance - M-Adaptive – Events Competitive Analysis – Share of Voice by Competitors - Mediatoolkit Dashboard

87. Data Analysis and Visualization Features - Campaign Monitoring and Measurement • Campaign Monitoring and Measurement (2016 73% - 2015 68%) – Help improve targeting and relevance of campaigns based on the customer insights, better understand customer value, measure and deploy campaign across channels more rapidly, and reduce marketing and IT costs • Many SMM tools help companies manage their SM campaigns and measure and optimize their impact. They typically offer – MEASUREMENT OF CAMPAIGN PERFORMANCE in terms of content performance, channel performance , influencer identification, and others, – METRICS: e.g., incremental sales/revenue after a particular promotion took place, conversions (for profit organizations), achieved mission (for not for profit), leads per dollar spent vs. traditional advertising campaigns, etc. – MANAGEMENT (reply, archive, delete, mark as spam, move to, tag as feature...), – INBOX (updates, mentions, direct messages, etc.), – CONTENT ARCHIVING and others. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

88. Data Analysis and Visualization Features - Campaign Monitoring and Measurement (example) Adobe® Social - Social Campaign Details including Goal Progress, Performance (Revenue, Click Through, Engagements, Conversion Rate, Engagement Rate), Campaign Timeline, Revenue by Link, Revenue by Post Type, and others

89. Data Analysis and Visualization Features - Campaign Monitoring and Measurement (example) Talkwalker’s Preconfigured Use Case Dashboard - Hashtag Campaigns Measuring the Volume, Engagement and Reach of the Company's Campaigns Sprinklr Dashboard Reporting - Campaign Insights Providing Engagement (Likes, Comments, Shares) Over Time, Engagement by Type, Engagement Trending by Media Type, Share of Voice by Media Type, Message Scorecard

90. Key Data Analysis and Visualization Features Ideya Business and Marketing Consultancy Ltd SMM Tools and Services Report 2016 TABLE 21. SMM Product Comparison Based on the Key Data Analysis and Visualization Features: Sentiment Analysis, Influencer Analysis and Profiling, Trend Analysis, Topic/Theme Analysis, Word/Tag Cloud or Clusters, Competitive Analysis, Predictive Analytics, Campaign Management and Monitoring (A Sample Out of 200 SMM Tools Profiles) Source: Social Media Monitoring Tools and Services Report 2016 Product/Company Information Automated Sentiment Analysis Human Sentiment Analysis Influencer Analysis & Profiling Trend Analysis Topic /Theme Analysis Word / Tag Cloud or Clusters Competitive Analysis Campaign Mgmt. & Monitoring  BoomSonar Yes Yes Yes Yes Yes Yes Yes Yes  Coosto Yes Yes Yes Yes Yes Yes Yes Yes

92. The Tool Key Features and Factors Impacting Selection Process - Process Management and User Interface Process Management and User Interface Dashboard Standard/ Pre-defined Customizable Workflow Management Customer Relationship Management (CRM) Ideya Business and Marketing Consultancy Ltd© 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

93. Process Management Features and User Interface • Dashboard – A client interface that exposes SMM features, data and analysis. • Standard/ Pre-defined Dashboards – 34% of paid SMM tools provide a standard pre-defined dashboard • Customizable Dashboards (66% in 2016/ 61% in 2015) – Offered by more sophisticated tools allowing users to personalize the monitoring environment and configure the dashboard to meet their specific needs – User can drag and crop components for monitoring, searching and analysis directly on the dashboard and arrange them appropriately. • Which tools offer customizable dashboards? © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

94. Process Management Features and User Interface – Customizable Dashboard (examples) Commetric Media Analytics Customizable Dashboards Audience Analysis (Demographic Analysis by Gender and Geographic Analysis by Country), Top Events Discussed and Main Topics Discussed Brand Embassy Insights Reports With Ability to Customise Reporting Dashboard with Widgets

95. Process Management Features and User Interface – Customizable Dashboard (examples) Coosto: Customizable Dashboards Customizable Narrowcasting Dashboard for PR Communication and Marketing SentiOne Customizable Dashboard Allowing Users to Select Widgets Based on Their Needs (e.g., Trend Analysis by Source, Post Strength, Gender Analysis, Gender Analysis Change, and much more)

96. Process Management Features and User Interface – Customizable Dashboard (examples) Oracle Social Engagement and Monitoring Cloud Customizable Dashboard Analytics Including Demographics Analysis, Geographic Analysis, Total Engagement, Trends and much more via easy drag-and-drop UI/UX functionality. Easy one-click report sharing capabilities OpenText Explore Customizable Dashboard Visualizations - Sentiment Trending, Top Topics, Concept Map, and Word Tag Cloud

97. Process Management Features and User Interface – Customizable Dashboard (examples) VICOs Flexible Social Media Monitoring Dashboard

98. Process Management Features and User Interface – Dashboard & Reporting (examples) Echobot Reporting New Templating Engine to Style Users’ Reports Dashboard: BoomSonar Monitoring Dashboard Offering Customizable and Interactive Graphs and Charts for Analyzing Web and Social Media Results in Real Time

99. Process Management and User Interface Features • Workflow Management (2016 72% - 2015 65%) – Offers a wide range of admin, productivity and collaboration tools, as well as complex permission management – Enables companies to set processes, priority levels and classification of collected data, and engage with their audiences in a broader, consistent and more planned manner – Allows agencies to work on behalf of variety of clients without having to have numerous accounts and offers collaborative workspace for key spokespeople or team members for issue briefings, for updates on projects in progress or enabling client review, comments or approval • Workflow Management is essential for organizations that either – Need to share SM insights with multiple stakeholders within the organization, – Have multiple social accounts across the organizations and utilize multiple SM channels, – Rely on sales network of local agents or franchisees that might operate a vast number of Facebook pages not monitored or controlled by the corporate departments, – Operate in a highly regulated industries, where a lack of compliance can results in legal or regulatory problems. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

100. Process Management and User Interface Features – Key Elements of Workflow Management (examples) • COMPLEX PERMISSION MANAGEMENT over the access to the specific parts of the dashboard, unified inbox and capabilities enabling managers to fully administrate teams • STANDARD OR CUSTOMIZABLE WORKSPACE WITH SOCIAL INBOX, FOLDERS AND TAGS equipping the project team members with the same toolbox: e.g., respond/reply feature, delete comments function, tagging function to allow work to be routed to the appropriate team, selection of SM channels for posting, custom labels, annotation, read and unread article variables, topic archiving, manual sentiment assignment, setting alerts, viewing reports and team audit trails, etc. • PUBLISHING CONTENT ADMINISTRATION FUNCTIONALITY AND TOOLS to support creation, drafting, editing, and content scheduling (content calendar), distribution of content to a specific group, campaign or segment, status assignment (e.g., needs approval and edit, approved), links and attachments assignment (photos, video), and others, • CENTRAL FILE LIBRARY where users can upload documents to be accessible by all team members across the company (e.g., logos, SM templates, product shots, stock responses to product questions, etc.), corporate history of all campaigns, best practices, etc., • ACCOUNT MANAGEMENT FEATURES that may include unique user ID for activity tracking and compliance, user connections, profile, contacts, outlets/business unit, alert/status, account history, statistics, etc., • OTHER FEATURES: tools for survey, gifts, coupons, events, games, and others. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

101. Process Management and User Interface Features – Workflow Management (examples) Workflow Management: Team Collaboration – Task Assignment – Sprout Social Workflow Management: Team Collaboration – Task Assignment – Sprout Social Back Office Workflow Management Tool for Project Management, Sourcing, Queries, Users, Data Qualification, Quality Control, and Dashboard Management - SpotterStudio

102. Process Management and User Interface Features – Workflow Management (examples) Workflow Management: BoomSonar Management Page - Allowing Users to Post on Multiple Twitter and Facebook Accounts, Check Messages and Mentions, Reply to Users and Process Result Workflow Management: Calendar Publishing View - Adobe Social Providing a New Way of Managing Scheduled and Posted Interactions - Astute Social Publishing Calendar Interface

103. Process Management and User Interface Features – Workflow Management (examples) Publishing - Message Preview in Coosto Publishing Module with Targeting Options (Gender, Relationship, Interest, Minimum and Maximum Age, Education) Publishing - Sprout Social Publishing - Asset Library

104. Process Management and User Interface Features – Engagement Function (examples) Oracle Social Engagement and Monitoring Cloud Engagement Module Oracle SRM’s enhanced publishing capabilities that are integrated with Social Engagement & Monitoring to better react to insights and data in real-time that are coming via the listening and monitoring engine Quick Post (Compose, Preview and Engage Feature) With Term Analysis (Word Cloud)

105. Process Management and User Interface Features – Engagement Function (examples) Engagement Dashboard Interactions - Astute Social Engagement Console – Cogia Intelligence

106. Process Management and User Interface Features – Engagement Function (examples) Agility Dashboard - Monitor and Engage TrustYou Messaging Dashboard – Service Request Interface

107. Process Management and User Interface Features – Workflow Reporting (examples) Workflow Management: Workflow Report Brand Embassy Insights Reports Showing First Response Time and Inbound and Outbound Volumes – Key Performance Indicators - TrustYou Analytics Dashboard Workflow Reporting – Real Time Monitoring of Team’s Performance – Coosto Solution for Customer Service

108. Process Management and User Interface Features - CRM • Customer Relationship Management (CRM) (2016 53%; 2015 47% ) – Traditional CRM systems are designed to help companies effectively manage relationships with current and potential customers. – Social CRM allows organizations to manage and organize their social contacts, keep track of all their communication history, user profile information, notes, and reminders. Users can set reminders per contact, view contacts’ social media presence, sort and flag messages, and much more – They combine transactional data and conversations with personal details that have been collected from SM providing organizations with valuable and more accurate information on their individual clients or trends impacting their business in real time. – Many SMM technology providers integrate operational capacity of CRM systems (e.g., Salesforce.com, SugarCRM, Microsoft Dynamics CRM, SAP, Oracle, and many others) • 53% of 200 SMM tool providers featured in the SMM Report currently offer their own CRM system or allow integration with 3rd party client CRM systems. © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

109. Process Management and User Interface Features – CRM (examples) BoomSonar Social CRM - Integrated Social CRM Allows Brands to Engage with Customers, Assign Duties to Team Members, Track Customer Relations and Archive Results Brand Embassy Built-in CRM Sample

110. Process Management and User Interface Ideya Business and Marketing Consultancy Ltd TABLE 22. SMM Product Comparison Based on Process Management and User Interface: Customized Dashboards, Workflow Management, Engagement, Publishing, CRM (A Sample Out of 200 SMM Tools Profiles) Source: Social Media Monitoring Tools and Services Report 2016 Product/Company Information Customizable Dashboard Workflow Management Engagement Function Publishing CRM System or Integration with 3rd party CRM systems  BoomSonar Yes Yes Yes Yes Social CRM and integration options  Buzzcapture Yes Yes Yes Integration with their own Social CRM system

112. Factors Impacting Selection Process - Key Factors Impacting Selection Process Factors Impacting Selection Process Key Product Applications Pricing Experience - Clients Experience - Year of Product Release Industry Focus Company Size and Offices © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

113. Factors Impacting Selection Process Ideya Business and Marketing Consultancy Ltd SMM Tools and Services Report 2016 TABLE 6. SMM Tools – Key Functions and Product Applications (A Sample Out of 200 SMM Tools Profiles) SMM Tools and Services Key Functions/Areas Key Product Applications  BoomSonar Business Intelligence, Monitoring, Measurement, Analysis, Reporting, Publishing, Engagement, Social CRM Business Intelligence, Marketing & Communications, Social Customer Relationship Management (Social CRM), Public Relations (PR), Marketing Campaigns Monitoring, Online Reputation and Crises Management, Market Research (Customer Insights, Competitive Analysis, Perception Analysis), Human Resources  Snaptrends – A Social Insight Solution Location Based Insights and Predictive Analytics Retail & Shopping Customer Experience, Hotel & Hospitality Guest Response & Customer Satisfaction, Restaurant & Food Service Monitoring, Market Research & Analysis (local opinion polling, social awareness/insights), Media & Entertainment, Event Operations (sports arenas, concerts, trade shows), Banking & Financial Monitoring, Worldwide Multi-Location Facility Monitoring, Smart Cities, Natural Disaster Response, Corporate Security, Risk Management, Crisis Mitigation, Executive Protection, Emergency Management, Safe Schools and Universities, Brand/Reputation Management, Corporate Communications, Sales & Marketing Engagement, Customer Service, and Product Launches  YouScan Monitoring, Analysis, Engagement, Sales Lead Discovery Marketing, PR, Customer Support, Lead Generation, Market Research, Competitive Analysis

114. Factors Influencing Purchasing Decision - Pricing and Clients • Pricing Models and Pricing Structure – Cumbersome pricing structure and divers pricing models used by SMM tools vendors impede easy comparison by vendors by price – SMM Tool and Services vendors offer various pricing models (e.g. free commercial open source, subscription/SaaS, etc.) and complex pricing structure, which makes cost management difficult especially for large companies with several brands/products and large number of monitoring requirements • Pricing Packages – May range from monthly, quarterly or annual subscription, campaign or project based engagements and free trial subscription ranging from one to 4 weeks. • The Report (http://ideya.eu.com/reports.html) provides detailed information on pricing models, pricing structure and packages and offers pricing information on more than 150 SMM Tools and Services. Ideya Business and Marketing Consultancy Ltd © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • What is your budget and how much can you spend on SMM Tool?

115. Factors Influencing Purchasing Decision - Pricing and Clients Pricing and Client information on more than 150 SMM products TABLE 21. Pricing and Sample Client List (as of Nov 2016) - (A Sample Out of 200 SMM Tools Profiles) Product Name Pricing Information Key Clients Snaptrends - A Social Insights Solution Snaptrends is priced either as an annual subscription or as an enterprise license on a per user/seat basis. The SaaS seat license also includes a data storage component for saving search results. Each Snaptrends annual subscription seat license includes:  One-year access to the Web browser based application  Complete suite of Snaptrends analytics & reports  Access to Snaptrends training video library  Unlimited user account, location-based, and topic searches  Set number of stored results  Toll free phone support Pricing starts between $5,000 and $50,000. Volume discounts for multi-year and multi-seat packages are also available.Customers purchasing more than one seat license can also designate an administrative account, which provides account administration, account access and audit capability for all standard accounts (e.g. reset user-passwords, etc.) Snaptrends has customized pricing for professional services and custom development based on non-standard customer requirements. Short-term, event-based licenses can also be customized and priced based on customer requirements. Snaptrends has established a Reseller/Partner program and can also be sold as a white-label solution. The Snaptrends user base includes Fortune 500 companies, Global 1000 companies, advertising agencies, news and media networks, movie studios, telecommunications companies, energy companies, school districts, fire departments, first responders and non- profit agencies worldwide. YouScan The company currently offers 4 plans:  Professional plan for $399 per month: The plan covers 10 topics, automatic sentiment detection, mentions tagging and reports, direct Twitter posting.  Corporate plan for $999 per month: The plan covers 25 topics, all features of Professional plan plus user access rights, CRM Integration, dedicated account manager;  Agency plan for $1,999 per month: The plan covers 50 topics, all features of Enterprise plan plus API access, dedicated account manager 24/7; Each pricing plan includes: Social media and online news monitoring and reporting, Sales Leads discovery, Multi-dimensional data filtering and reporting, Unlimited users, Unlimited results, Trending words clustering, Spam filtering, Teamwork features, Data export, Free account set-up and training. YouScan clients include leading brands and digital agencies:  Corporate clients: Nestle, Coca-Cola, McDonalds, Danone, Michelin, Vodafone, Dyson and others,  Agencies: Action Global Communications, Grape (WPP), Mindshare, Mediacom, MEC, OMD Digital, Traffic Isobar, PRP (Weber Shandwick), Starcom (Vivaki) and many others.

116. SMM Tools and Services Report 2016 Report Structure • Report Structure:  Part 1: Analysis and Comprehensive Guide offering detailed overview of key product features, product screenshots, comparative analysis of products based on key features and much more (306 pages) and  Part 2: SMM Tools and Service Directory featuring elaborate profiles of 200 SMM products and services (885 pages) • Our Approach: our services are fully adaptable to your needs: Do It Yourself Approach • Analysis Part – expand your understanding of key SMM concepts, benefits, product offerings, features and pricing • Directory with access to 200 elaborate product profiles to choose from Customized Reports • Customized Reports specifically tailored to meet specific clients’ needs for monitoring • Comparative Analysis of Selected SMM Products and elaborate profiles © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

117. SMM Tools and Services Directory – 200 Product Profiles • The information is presented in a uniform and structured way to provide a reader with an easy way to browse and learn about each SMM tool: © 201 7Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html  Name of the tool or service Official name found at the official Web site  Name of the provider Name of the company providing the tool or service  Contact information Tool Website URL Address, Telephone, E-Mail Address  Leadership Name of the Founder, CEO, or Director  Geographical coverage Location of the Company Headquarters (HQs), SMM technology providers' offices worldwide, language and market coverage.  Company status Privately or Publically Owned  Vendor's company size Number of employees  Industry focus Company/tool specialization in major industry segments (if any)  Key product applications Specific product applications (e.g., Marketing, PR, Reputation Management, Market Research, Customer Care, Sales and Lead Generation, HR, Legal and others)  Product and service availability Software Hosted, On-Premise, Mobile, White Label, Agency, Consulting, and others  Monitored social media e.g., Twitter, Facebook, Google+, LinkedIn, Video and Photo sharing sites, Social Bookmarking, Forums, Blogs, etc.  Language coverage List of languages for text detection and sentiment analysis  Tool functionality e.g., Listening, Monitoring, Tracking, Analysing, Engaging, Publishing, CRM, etc.  Third party technology Whether a tool is using third party monitoring technology  Tool and service availability Release products, pilots, free and fee based  Tool description and product features Description of key features, published client list, pricing information, media and language coverage, etc.  Year of tool or service introduction The year the tool was publicly released.

118. SMM Technology and Services Directory • For SMM Tools’ profile examples please view the Report Public Excerpts from the SMM Tools and Services Report 2016: – Ideya’s Publication page: http://ideya.eu.com/reports.html, or – SlideShare.net: http://www.slideshare.net/lmilic/social-media-monitoring-tools-and-services- report-excerpts-2016

119. SMM Technology and Services Directory 200 Product Profiles • We want to thank the following SMM technology companies for taking time to review their profiles, so our clients can get the most up-to-date information on their products and services:  AgoraPulse (Agora Pulse), Akio Group (Spotter Pulse), Audiense Limited (Audiense), Astute Solutions Inc. (Astute Social™), bc.lab GmbH (bc.lab), Brand Embassy (Brand Embassy), BoomSonar SA (BoomSonar, BoomSocial), BrandProtect Inc. (BrandProtect SMART Platform), Buzzcapture B.V. (Buzzcapture), Clipit News B.V. (Clipit), Codegent (Twilert), Cogia Intelligence (Cogia Web Observer 3.0/ Text Mining /Web Audit / Report / Alerts & News Clipping / Engagement Tool), Commetric Ltd. (Commetric Media Analytics, Commetric Influencer Network Analysis), Confirmit Inc. (Confirmit Horizons: Confirmit Genius Social Analytics), Coosto BV (Coosto), Crimson Hexagon (Crimson Hexagon ForSight™ platform, Crimson Hexagon HelioSight platform), Curalate Inc. (Curalate), datenwerk innovationsagentur GmbH (Opinion Tracker), Dow Jones & Co. (Factiva), Echobot Media Technologies GmbH (Echobot), FirstRain, Inc. (FirstRain Orion), Genpact International Inc. (Genpact's Social Media Research and Media Monitoring), iContact (iContact Pro Select), IBM Corporation (IBM® SPSS® Modeler Premium, IBM Watson Analytics for Social Media, IBM AlchemyAPI), Infegy (Infegy Atlas), Innodata Inc. (Agility PR Solutions), Intelligence Technologies Ltd. (Netmonita), iSentia (BuzzNumbers), Kantar Media CIC (IWOMmaster Platform), Landau Media Monitoring AG & Co. (Landau Media Online Monitoring), Launchmetrics (Launchmetrics), Linguamatics (Linguamatics I2E Text Mining Solution for News & Social Media), M-Brain Oy (M-Adaptive), Media Sonar Technologies Inc. (Media Sonar), Medimix International (Scanbuzz), Mediatoolkit d.o.o. (Mediatoolkit), Mention.com (Mention), Microsoft Corporation (Microsoft Social Engagement), Mu Sigma Inc. (muFusion™), Nexalogy (NexaMaster, NexaMe), NUVI, LLC (NUVI™), Open Text Corp. (OpenText Explore / formerly HP Explore), Oracle Corporation (Oracle Social Cloud and Oracle Social Relationship Management), quintly GmbH (quintly), Salesforce (Social Studio/Salesforce Social Media Marketing), SDL Plc (SDL Social Intelligence: SDL Social Media Monitoring and Customer Journey Analytics), Snaptrends, Inc. (Snaptrends – A Social Insights solution), Social Media Broadcasts (SMB) Limited (Klarity Analytics), Social Media Research Foundation (NodeXL), SentiOne (SentiOne), Sprinklr, Inc. (Sprinklr), Sprout Social, Inc. (Sprout Social), SOCIALEYEZ (SOCIALEYEZ), Traackr, Inc. (Traackr), Tracebuzz (Tracebuzz), TrustYou (TrustYou), VICO Research & Consulting GmbH (VICO Analytics, VICO PRISY), YouScan Ukraine Ltd. (YouScan) and others. Ideya Business and Marketing Consultancy Ltd© 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

120. THANK YOU! Contact: Luisa Milic, Director Ideya Ltd ♦ 39 Highfield Avenue ♦ Cambridge CB4 2AJ ♦ United Kingdom Tel: +44 (0)1223 513 965 ♦ Email: lmilic@ideya.eu.com ♦ Web: http://ideya.eu.com To obtain excerpts from the report, pricing options and how to order the report, please visit our publication page : http://ideya.eu.com/reports.html or contact us directly! www.ideya.eu.com © 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

Social Media Monitoring Tools and Services Report 2015 Presentation

Ideya Business and Marketing Consultancy Ltd.

Social Media Monitoring Tools and Services Report 2015 Presentation