Professional Documents
Culture Documents
MARKETING
Solution Study
Table of Contents
1 Executive Summary 03
Action Plan 31
Executive Summary
SOCIAL MEDIA MARKETING SOLUTION STUDY 4
Executive Summary
It has been said that “All Marketing is Digital Marketing,” and with good
reason! In the last decade, marketing has been transformed.
This Solution Study covers:
Marketing has moved from an environment in which traditional
marketing, brick and mortar storefronts, and Digital Marketing options What is Social Media Marketing?
all competed for the time, attention, and resources of the marketing
department to one in which Digital Marketing reigns supreme (with an
occasional nod in the direction of the storefront or traditional marketing
channels, such as direct mail and print advertising).
Benefits of Social Media Marketing
Action Plan
STIAM, ETIUS C. MOVISSA SERBESEVITURAE, TU ETRAEQU OSULOCCHINEM HABES SOCIAL MEDIA MARKETING SOLUTION STUDY 5
What is
Social Media Marketing?
SOCIAL MEDIA MARKETING SOLUTION STUDY 6
Revenue Accountability Budgeting & Planning WCM Thought Leadership Blog Revenue by Channel
Senior
Staffing & Channel Management Reviews & Coaching Marketing Automation Webinar Presentations Customer Lifetime Value, NPS
Management Conference Keynotes Return on Customer (ROC)
Reporting to CEO/Board Recruitment & Retention CRM
Brand Strategy Digital Marketing Budget WCM Data Sheets, Whitepapers Market Share, Profitability
Strategic
Marketing Strategy Social Agency Management Content Marketing Platforms Case Studies/Testimonials Brand Equity
Communications
Mobile Marketing Strategy Communications Management Social Media Platforms Competitive Analysis Content Usage
Lead Generation & Events Advertising/Sponsorship Marketing Automation/Email Advertising/SEO Campaign ROI, Email Metrics
Demand
Inbound/Outbound Marketing Lead Generation Digital Asset Management Email Campaigns Marketing Qualified Leads
Generation Event/Survey Management Contribution to Pipeline
Sales Opportunity Management Tradeshows Webinars
Web Content Management Content Creation WCM, Blogging Platforms, MA Website and Blogs Content Views, Links Earned
Content
Content Marketing Campaign Analysis Content Mktg & Distribution eBooks, Articles Content Conversion
Marketing Content Distribution Video Marketing Platforms Content Published
Content Scoring Videos
Online Community Management Community Development WCM Posts, Tweets, Photos User Engagement
Community &
Social Listening Social Channel Management Social Media Platforms Forums, Chats, Comments Sentiment Analysis
Social Media Social Reputation Management Social Channels & Networks
Social Engagement Articles, Community News Campaign ROI
External Communications Influencer Identification Media Contact Database News Content/Press Releases Mentions/Impressions
Public Relations Media Relations Relationship Cultivation News Distribution & Monitoring Thought Leadership Content Audience Growth & Engagement
Analyst Relations Content Creation/Distribution Analytics & Reporting Rich Social Media Content Sentiment Analysis
New Product Development Product Launch WCM New Features/Ideas for R&D Avg. Revenue Per User
Product
Mobile App Development Product Positioning Mobile Development Platforms Gamification Avg. Order Value
Marketing Video Production/Development Competitive Analysis Video Production Platforms Competitive Analysis Conversion Rate, Renewal Rate
Interactive Experience Customer Experience Customer Profile Management Buyer Personas Customer Satisfaction Index
Customer
Customer Satisfaction Customer Journey Mapping Customer Support, Twitter Customer Journey Map Customer Lifetime Value
Experience Customer Advocacy Customer Persona Creation Survey & Social Channels Proposals, Presentations Net Promoter Score (NPS)
WHAT IS SOCIAL MEDIA MARKETING? SOCIAL MEDIA MARKETING SOLUTION STUDY 8
Resources
Demand Metric’s Social Media Maturity Model (next page) can be used Cutting-Edge Organizations ensure that sufficient resources (time,
in combination with the vendor landscape analysis and charts detailed in talent, tools, money) exist for each initiative, campaign, and phase.
the Social Media Marketing Solutions Landscape section of this report.
Management
For each of the four deployment stages, our maturity model and vendor Cutting-Edge companies effectively manage the change,
landscape can enable a modern marketing organization to move forward in progress, and results of Sales Communication efforts.
process efficiencies, programs and technologies for Social Media Marketing.
SOCIAL MEDIA MARKETING
Maturity Model
STAGE 4 - World-Class
STAGE 3 - Mature
STAGE 2 - Progressive
Social STAGE 1 - Undefined
Business Views Social Media as a strategic func-
tion; Fully funds efforts; Aligns organi-
Long-term commitment; Is a willing partici-
zation for social success
Views Social Media as a new marketing pant; Adds resources for growth
Senior Skeptical of Social Media; Is willing to channel; Allocates budget & staff
Management fund isolated projects and/or test pilot resources
Commitment
Benefits of
Social Media Marketing
SOCIAL MEDIA MARKETING SOLUTION STUDY 13
Here we present the top twenty benefits that Demand Metric believes are critical for Social Enterprise initiatives and for use by a world class Modern
Marketing Organization:
1 Increases Customer Interaction – Your customers are on social 5 Creates Better Customer Experiences and Journeys – Social
media. Whether to praise or complain, research, or evaluate, Media offers advanced, online experiences by understanding how
prospects often turn first to social channels. your customers want to interact with your company.
2 Improves Revenue Targets – Social Media drives many purchasing 6 Enables Better Customer Service – Social Media allows you to
decisions. The information that prospects receive from their social handle problems/complaints quickly and personally.
networks is often weighed more heavily than information received
7 Facilitates Product/Service Feedback – Gain product knowledge for
by other channels.
future products and services by learning what customers are asking
3 Offers Up-to-date Customer Knowledge – Know your customers for the most.
better by listening, monitoring, and responding. Customers talking
8 Supports Influencer Marketing – Learn who has the clout in various
in Social Media are providing the most valuable information
social communities and develop deeper relationships with them to
because it is usually the most authentic and current.
influence their tribes.
4 Provides the Highest Level of Personalized Offers – By creating
9 Creates Online Communities – Make your company’s website a
individual social profiles based on tracking behavior, activity,
destination, not a browsing ground.
and attitudes, Social Media enables organizations to personalize
advertisements and messaging to customer interests and specialties. 10 Proves ROI with Analytics – Use Social Analytics to connect marketing
campaigns and content to targeted revenue and sales goals.
BENEFITS OF SOCIAL MEDIA MARKETING SOCIAL MEDIA MARKETING SOLUTION STUDY 14
11 Aligns Organizational Use of Social Channels and Networks – Use 16 Enables Better Distributor Channel Management – Use Social
Enterprise Social Experience platforms to provide an integrated view Media to deepen channel relationships and make your dealers more
of your customers’ social activity and your response, and gain new profitable.
insights for campaign and product development.
17 Increases Brand Awareness and Reach – Create more brand
12 Improves Content Marketing Efforts – Create more targeted followers and fans who want to connect with your brand.
and personalized content for prospects and customers to deepen
18 Empowers Customer Advocacy – Learn who your best brand advo-
engagement.
cates are and how to empower them to expand your brand into their
13 Impacts the Sales Cycle – Use Social Media platforms to drive networks.
better, more closable opportunities for sales.
19 Accelerates Crisis Management – Quickly discover and address
14 Encourages Higher Marketing Productivity – Social Media makes real or potential product/company problems and challenges.
the marketing department more effective and efficient.
20 Strengthens Reputation Management – Know who’s talking about
15 Provides an Instantaneous Competitive Analysis – Have a faster, you in Social Networks and what they are saying so you can respond
better read on what your competitors are doing and respond faster to protect and enhance your reputation.
to competitive pressures.
STIAM, ETIUS C. MOVISSA SERBESEVITURAE, TU ETRAEQU OSULOCCHINEM HABES SOCIAL MEDIA MARKETING SOLUTION STUDY 15
All four of these with be discussed in more detail in the Social Media
Marketing Solutions Landscape section of this report.
4 1
Social
It is important to note that all of the Social Listening platforms include Analytics Social
some form of analytics for targeted monitoring/response. Listening
The difference between the Social Listening platforms reviewed in our Social Media
study and the Social Analytics platforms is the depth and breadth of the Marketing
data collected and measured, and the use of advanced technology, such
Deployment
as attribution, to provide deeper insights into customer behavior.
Lifecycle
3
Figure 1 highlights the stages of deployment for Social Media Marketing
and how they interact with one another.
Social
Experience 2
Social
Engagement
STIAM, ETIUS C. MOVISSA SERBESEVITURAE, TU ETRAEQU OSULOCCHINEM HABES SOCIAL MEDIA MARKETING SOLUTION STUDY 17
Figure 2 (on the next page) highlights the key functionality of Social
Listening platforms according to the level of complexity from Basic to
Cutting-Edge.
Figures 3, 4 and 5 (on Pages 20, 21 and 22, respectively) follow the
same approach as Figure 2 for Social Engagement, Social Experience,
and Social Analytics. Use these graphics to determine the features that
are right for your company.
FIGURE 2
Social Listening Vendor Selection Criteria by Functionality Tier
Unlimited Searches, Enterprise & Departmental Workflow Management, Customizable Dashboards, Social &
CUTTING-EDGE
Traditional Media Coverage, Advanced Data Processing, Collection & Analysis of Complete Posts
Detailed Geographic Data, Conversations Maps & Full Conversation Collection, Social CRM Integration, Team
COMPREHENSIVE
Workflow Management & Collaboration, Visualization Dashboards, Influencer Management & Content Publishing
STANDARD Complete Sentiment Analysis, Behavior Tracking & Opinion Research, Multi-lingual Coverage, Influence
Statistics, Topic Clouds, Sophisticated Dashboard Presentation for Social Media Activity, Filtering Capabilities
Social Network Monitoring, Basic Sentiment Analysis, Dashboard Presentation of Social Media
BASIC
Mentions & Activity, Review & Response Capabilities, Quantitative Data
VENDOR SELECTION CRITERIA SOCIAL MEDIA MARKETING SOLUTION STUDY 20
FIGURE 3
Social Engagement Vendor Selection Criteria by Functionality Tier
Brand Reach & Engagement for Advertising, Social eCommerce, Content Marketing & Online Community
COMPREHENSIVE
Development; Deep Analytics for Behavior Tracking & Sentiment Analysis
STANDARD Frictionless Sharing, Social Log-in, Account Mapping, Customer Profile Management, Registration as a
Service, Single Sign-on
BASIC Social Plug-ins, Easy, Instant Social Sharing from Source to Network, Social Toolbars
VENDOR SELECTION CRITERIA SOCIAL MEDIA MARKETING SOLUTION STUDY 21
FIGURE 4
Social Experience Vendor Selection Criteria by Functionality Tier
Data Analysis & Interpretation of Social Conversations, Storytelling of Social Experiences, Social Visualization
CUTTING-EDGE
via Live Content Streaming
STANDARD Content Marketing & Social Activity Merging, Social Content Curation, Social Content Display Across
Multi-Channel Environments, Social Insights for Personalized Distribution, Social Content Tailoring
BASIC Integrated Content Creation, Integrated Social Message Amplification, Integrated Social Analytics
VENDOR SELECTION CRITERIA SOCIAL MEDIA MARKETING SOLUTION STUDY 22
FIGURE 5
Social Analytics Vendor Selection Criteria by Functionality Tier
CUTTING-EDGE Attribution Technology, Behavioral Indexing, Segmented Analysis of Emotional Signals, Emotional Indexing
COMPREHENSIVE Advanced Analytics for Understanding Purchase Intent & Customer Emotions/Behaviors, Social ROI tools
STANDARD Granular Data Collection, Dashboard Visualization, Content & Campaign Performance Tracking,
Cross-channel Analysis, Competitive Analysis & Benchmarking
BASIC Earned & Paid Social Media Collection, Measurement & Analysis
STIAM, ETIUS C. MOVISSA SERBESEVITURAE, TU ETRAEQU OSULOCCHINEM HABES SOCIAL MEDIA MARKETING SOLUTION STUDY 23
These are platforms and apps that focus on social These platforms focus on apps that deepen the engage-
monitoring/response. ment between the company and the customer.
These platforms monitor conversations across Social While most of these platforms offer a monitoring compo-
Networks for mentions of a company/brand to collect nent, they provide a deeper level of engagement via apps
opinions of and experiences with that company, brand, for increasing ease and speed of social sharing, devel-
or product. oping online communities, content creation & publishing,
and/or gamification.
They also provide data to the company for social
response, sales action, or customer service. Most of
these platforms offer analytics to provide customer
profile information rather than just data streams.
SOCIAL MEDIA MARKETING SOLUTIONS LANDSCAPE SOCIAL MEDIA MARKETING SOLUTION STUDY 25
These platforms focus on changing the experience the These are the social environments in which social
customer has with the company or brand. interaction and commerce take place. In this study, we look
at the major social networks for B2B and B2C business
Social Experience platforms usually include components
activity such as Facebook, Twitter, LinkedIn, Google+ and
of both monitoring and engagement platforms; however,
YouTube.
they go a step further with functionality that changes the
way the customer interacts with a company. Demand Metric provides a full listing of Social Networks in
our Top Social Media Sites Database and Social Media
These solutions serve to extend the reach of a brand
Channel Map.
deeper into the customer’s environment. Common apps
and features of Social Experience platforms are customer
journey mapping, personalized content publishing, story
creation, personalized gamification apps, and apps for
facilitating innovation and new product development.
Social Listening Playing Field Standard – At the Standard level, solutions monitor and analyze
Vendors in the Social Listening Platform market fall into four levels based social conversations at a deeper level. Features include sentiment
on the depth and breadth of their monitoring capabilities and analysis, analysis, behavior tracking, and opinion research. They may offer more
as well as additional functions they offer to extend their products and extensive multi-lingual coverage, influence statistics, topic clouds,
services deeper across the enterprise. We ranked vendors in this cate- filtering capabilities, and more sophisticated dashboards.
gory on the following criteria: Comprehensive – At the Comprehensive level, Social Listening platforms
1 Depth and Breadth of Monitoring Capabilities – Number of chan- offer deep and detailed monitoring and analysis, such as detailed
nels supported, languages, countries, and level of search function geographic/location data (down to street level) and conversation maps.
(from keywords to complete threads). They may collect full conversations, not just keyword or product mentions
for contextual analysis. They offer additional functions such as team
2 Response Capability – Alerts and integrated, social profiles. workflow management, team collaboration, and Social CRM integration.
3 Depth and Breadth of Analysis – Quantitative, sentiment, behavior, Cutting-Edge – At the Cutting-Edge fourth tier, platforms provide the
and influencer marketing capabilities. monitoring functions of the Comprehensive vendors and additional
features, such as sophisticated data process across multiple geographies
4 Quality of Dashboard Functionality
and languages, coverage of both social and traditional media sources,
5 Enterprise Support – Team workflow management, team collabo- collection and analysis of complete posts, and highly customizable
ration, and Social CRM integration monitoring capabilities with unlimited searches and customizable
dashboards. They offer workflow integration across the Enterprise and
6 Customization Capability and/or Custom App Offerings
departments for a unified view of social for the entire organization.
SOCIAL MEDIA MARKETING SOLUTIONS LANDSCAPE SOCIAL MEDIA MARKETING SOLUTION STUDY 27
Features/Functions that Deepen Engagement – Content creation, Standard – At the Standard level, Social Engagement platforms
curating, or marketing (not pure posting). facilitate engagement with frictionless sharing, Social Log-in, Single
Sign-on, Account Mapping and Registration as a Service, and
Integrated Engagement Applications (i.e. gamification)
Customer Profile Management.
Integrated Reach Applications (i.e. targeted advertising, eCommerce,
Comprehensive – At the Comprehensive level, Social Engagement
or online communities)
platforms offer brand reach and engagement features for adverting,
Engagement Automation Functionality social eCommerce, Content Marketing, and online community
development. This level includes deep analytics for behavior tracking
Enterprise Platform/Application Integration
and sentiment analysis.
Voice of the Customer Applications Standard – At the Standard level, solutions merge Content Marketing
and social activity. Platforms enable social content to be curated
Enterprise Social Collaboration
and displayed across multi-channel environments, provide content
Social Integration into Customer Lifecycle Management tailored to audience activity and preference, and offer social insights
for personalized content distribution.
Enterprise Integration Capabilities
Comprehensive – At the Comprehensive level, platforms support
enterprise collaboration to improve the customer’s social experience,
provide social insights for new product innovation, and utilize
social interactions and actionable insights to optimize marketing for
customer lifecycle management.
Application of Social ROI Tools Comprehensive – At the Comprehensive level, Social Analytics
platforms offer advanced analytics functionality for all social channels.
Analysis is used for understanding purchase intent and analyzing
customer emotions and behaviors. Social ROI tools are used for
measuring the impact of Social Media on driving incremental revenue.
Follow this simple, step-by-step methodology to develop a Social Media Marketing plan that increases
sales, builds customer insights, and grows brand awareness.
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 32
1 Evaluate
4 Understand
VIEW RESOURCE
5 Request
6 Identify
7 Select
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 33
1 Evaluate
6 Identify
VIEW RESOURCE
7 Select
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 34
1 Evaluate
3 Develop
Develop a solid 12-18 month plan for your Social Media
program with our Social Media Strategy Scorecard.
4 Understand
5 Request
VIEW RESOURCE
6 Identify
7 Select
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 35
1 Evaluate
5 Request
VIEW RESOURCE
6 Identify
7 Select
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 36
1 Evaluate
5
Social Listening
Request Social Engagement
Social Experience
6 Identify Social Analytics
7 Select
VIEW RESOURCE
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 37
1 Evaluate
6
Send your use cases to vendor in advance of demo.
Identify
Define meeting length (max 1 hour) up front.
Don’t let vendor control the demo.
7 Select
Rate each vendor using a scorecard.
Have vendor demo their solution to your top use cases .
8 Strategize
Make list of key items that vendor doesn’t have clear answers for.
Set clear expectations around follow-up and timeframes.
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 38
1 Evaluate
Social Listening
5 Request
Social Engagement
Social Experience
6 Identify Social Analytics
7 Select
VIEW RESOURCE
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 39
1 Evaluate
6 Identify
VIEW RESOURCE
7 Select
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 40
1 Evaluate
3 Develop Develop an education and training plan for all affected personnel:
sales, marketing, operations, and channels.
4 Understand
S TA R T L E A R N I N G
5 Request
6 Identify
7 Select
8 Strategize
9 Train
10 Measure
ACTION PLAN SOCIAL MEDIA MARKETING SOLUTION STUDY 41
1 Evaluate
3 Develop Measure and track the progress of your Social Media initiative
with our Social Media Metrics Dashboard.
4 Understand
VIEW RESOURCE
5 Request
6 Identify
7 Select
8 Strategize
9 Train
10 Measure
SOCIAL MEDIA MARKETING SOLUTION STUDY 42
Solution Study Tool-kits are designed to provide marketers with the Sales Communication
tools & templates they need to plan for an initiative in a given focus Sales Intelligence
area, analyze the vendor landscape, and select the best vendor for
Social Media Marketing
their organization.
Video Marketing
SOCIAL MEDIA MARKETING SOLUTION STUDY 43
www.demandmetric.com
Follow us on Twitter
Like us on Facebook