RESEARCH & RESOURCES

IBM Unveils Cloud-based Social Media Analytics Solution

Cloud solution gives marketers deeper insights into consumer sentiments in social media.

Note: TDWI’s editors carefully choose vendor-issued press releases about new or upgraded products and services. We have edited and/or condensed this release to highlight key features but make no claims as to the accuracy of the vendor's statements.

IBM has unveiled cloud solutions designed for the C-suite to help executives accelerate innovation around customer experience to meet their business objectives in concert with their company's IT strategy.  Among the cloud business offerings is a Big Data and social analytics solution that chief marketing officers (CMOs) can use to get an emotional reading on how customers view their brand.

Cloud computing is quickly becoming essential to C-suite executives. Technology decisions have been made historically by CIOs and IT department heads, but the C-suite is adopting cloud computing because they see its ability to transform their front office processes -- marketing, procurement, supplier management, human resources and legal. In fact, industry analysts estimate that by 2017, CMOs will spend more on IT than CIOs.

IBM SmartCloud Solutions portfolio now includes more than 100 business functions delivered as a service to help professionals make better decisions, differentiate customer experience, go to market, and grow their business. These innovations are currently being developed and deployed in the IBM Customer Experience Lab, which is dedicated to helping CEOs and members of the C-suite transform the customer experience delivered by the digital front office.

IBM’s cloud suites for the C-level executives enable:

  • Chief Marketing Officers to analyze, understand, and engage customers in highly relevant, interactive dialogues across digital, social, and traditional marketing channels with digital analytics and marketing automation capabilities from offerings such as IBM Marketing Center.

  • Chief Supply Chain Officers and their departments to improve transparency and efficiency across the value chain to enable the organization to profitably satisfy dynamic customer demand.

  • Chief Information Officers to include these cloud solutions needed by the lines-of-business in a comprehensive IT strategy that ensures security, flexibility in deployment options, and hybrid environment integrations.

Social Media Analytics Expands IBM’s C-Suite Cloud Portfolio

IBM’s newest addition to the cloud for CMOs is IBM Social Media Analytics, which provides marketers with deeper insights to understand consumer sentiments in social media such as Facebook, Twitter, blogs, and forums, and then to refine products, service levels, and targeted offers accordingly.  This service allows companies to gain a view of consumer perception that is uniquely their own, not industry-wide or owned by a third-party.

For example, social media analytics can help a retail merchandising manager gain a deeper understanding of how a new dress is being perceived by consumers.  Social Media Analytics works to identify, capture, and report on millions of pieces of social data to provide instant feedback on that particular item.  Managers can now use this critical feedback by analyzing keywords associated with the dress to better understand buying trends -- if the red print dress is being described by some as too bold, brands can now make recommendations to the designer to adjust to customer preferences.  

For more information about cloud offerings from IBM, visit http://www.ibm.com/smartcloud.

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