social media monitoring for business

a screen grab from Radian6

A five-step strategy that companies should apply when entering the realm of social media according to Marcel LeBrun, CEO of Radian6 :

• Step 1 is listening. Your brand becomes the sum of the conversations about your company.

• Step 2 is where you move to the responding stage. “You need to let people know that you’re listening”,

• Step 3 is where you move into full participation once you understand what your customers are saying about you.

• Step 4 is the stage in which you tell your story. “You give people a glimpse into the passion behind your vision and the people behind your company”,

• Step 5 is where you take a broader look at your company’s place in the sector and “start contributing value to the kinds of things your community cares about”.

To succeed in today’s interconnected world, you need to listen to what your supporters and customers are saying about you.Social media has blown apart yesterday’s top-down communication funnel and replaced it with a peer-to-peer model of empowered citizens and producers. People are tiring of mass media and prefer to listen to their peers’ recommendations about products, services and causes. It’s no longer just about driving people to your website. Today the action revolves around a complex set of social conversations outside of your control — but not outside of your influence. Even the most technically unsophisticated users can now use social tools to spread their messages with unprecedented ease. So what are they saying about you?

Some people confuse monitoring with metrics. For our purposes, monitoring refers to tracking the conversations people are having about you; metrics refers to measuring the impact you’re having by tabulating such things as visits, tweets, registrations, donations and so on. Monitoring informs the metrics process.

Listening is only one step in the process of engaging with your supporters or customers. Other steps in  your social program might include the following: monitoring; setting business goals; creating and tracking metrics, and incorporating learnings from your listening and metrics efforts into your operation. You’ll want to share your learnings with marketing, sales and your organization’s version of product development or R&D.

10 reasons to listen to social media conversations

1. Assess overall sentiment. In the main, do people know what your organization is about? Do they like your goal but not how you’re going about it? Do they love your platform but don’t connect emotionally to your cause? Take the temperature of the room!

2. Target new stakeholders. Can you do a better job getting one of your offerings across to a new audience that’s only loosely connected with your organization? What are their particular interests and motivations? Is there a potential to build a new vertical or niche community around your service or cause?

3. Identify your champions. Do you know who your brand’s strongest advocates and evangelists are? How are you rewarding or engaging with them? Particularly with a new brand or campaign, you’ll want to reach out to these leading voices and influencers who can help spread an opinion about a brand faster than your own website can.

4. Identify your critics & fend off crises. Your reputation could be jeopardized by criticism — warranted or not, true or not — taking place on the social Web. You need to swoop in and respond in a positive manner, correcting any errors of fact and demonstrating problem-solving abilities, before misperceptions harden into negative sentiment. This is also a critical step in warding off PR disasters. And your critics aren’t always wrong. Adds Liz Strauss: “Listen for the things that you don’t want to hear” and learn from them.

5. Audit your efforts. At some point you’ll want to step back and do an assessment of your social media channels. What’s working? What’s not worth the staff’s time? Monitoring tied to metrics will tell you.

6. Study the success stories. What resonates with your users? Do you have a good sense of what pages on your site, which blog posts, which Facebook postings, Flickr sets or YouTube videos — by your team or by others in your sector — are causing the most stir and generating the most interest? Track what’s working and emulate the best features.

7. Identify new program or product opportunities. Brands are beginning to realize the value that users can offer about their programs, products, services and campaigns. To some extent, the social Web is the new focus group — only free, larger and instantaneous. Social media can help you to stay abreast of the latest development in your sector and to use that business intelligence to inform your organization’s product or program roadmap.

8. Identify donors or lower costs. Business development and sales teams are increasingly turning to the social Web for sales leads and business prospects. Nonprofits are beginning to use social media to track potential donors and new sources of funding. Businesses, meantime, are reducing internal costs by employing online services that save time and effort.

9. Keep tabs on competitors. What’s the competition up to? Today it’s easier than ever to monitor your sector or industry to find out about a new competitor, to get an early warning about competing brands’ strategic moves or to take advantage of the public’s dissatisfaction with a competitor’s product or service.

10. Improve your campaigns and programs. Are you launching focused efforts to move the needle for your organization? Track the mentions of your brand on social networks before, during and after a campaign to see what’s resonating. Use social media’s feedback loop to improve implementation of your programs.

What to listen for: Insights from your community

Community Insights Checklist

• What do people like or not like about our brand, cause or organization?
• What are their complaints, and what are the best channels to address them?
• Who are our champions and evangelists? How do we entreat them to become even more involved?
• Are there perpetual detractors about our brand that we can turn around?
• Is there a need in the marketplace or in our sector that we can fill?
• How can our community help inform our new offering, service or product?
• What suggestions do they have to help us improve our next fundraising campaign?
• Are there ways to crowdsource some of what we do to decrease the strain on our staff?
• What existing outside communities can we tap into? What partnerships can we strike?
• Can we use stories in our public outreach based on some of the community members we’ve touched or helped?
• Bottom line: How can we use these insights to drive our mission forward?

Keywords Checklist

• Organization’s name
• Name of your chief executive or other individuals associated with your organization
• Names of key services, programs or brands
• Name and url of your blog or online community
• Name of key events you put on or attend
• Names of key terms or phrases in the sector
• Names of your competitors or other organizations in your space
• Anything else that’s distinctive to your mission or business objective

There are a wealth of free monitoring tools to choose from.

Free monitoring tools may fill your needs if you work for a small nonprofit or your business has no need for more sophisticated services (coming tomorrow). Just remember: Free monitoring tools aren’t really free — they require an investment of staff time and analysis.

And a word of advice: Don’t begin with the tools. Begin with a strategy — a social media game plan. Think of this as a multi-step process: Listen, learn, engage, act and measure. Listening is only the first step — you need to take action on what you discover.

Monitor social campaigns :

Wildfire: How is your brand performing in social?

1. Wildfire, a startup focused on creating interactive promotions on social sites, last month launched Social Media Monitor, a tool that tracks and compares how brands are performing on Facebook and Twitter. Wildfire allows companies, small businesses, marketing agencies, nonprofits and bloggers to create their own branded interactive campaigns — including contests, giveaways, incentive-based surveys and sweepstakes — and to simultaneously publish them in multiple social networks and on their websites. More than 65,000 users have done so. As we understand this, the basic tools are free and Wildfire also sells premium services.

Monitor social networks & blogs :

Social Mention: Widgets & social search

2. Social Mention is a social media search engine that searches for keywords on social media platforms — including blogs, comments, bookmarks, events, news, videos and microblogging services — and provides metrics around keywords and “sentiment.” It also provides graphic illustrations or charts showing mentions per day or week. Download the free search bar for your browser and monitor anything from your brand to your cause. They also offer APIs and provide coding for your own keyword monitoring widgets.

Alternative:
• Collecta lets you enter any search term to receive real-time results for mentions in social media, in blog comments and on news sites.

Google Reader: Begin with a dashboard

3. Social media monitoring begins with a dashboard. (See our Top 10 social media dashboard tools.) A good choice to begin your monitoring is Google Reader: Subscribe to the RSS feeds of top blogs in your sector, competitors’ sites, news sites, Twitter searches and more, all in one place. You can even subscribe to searches on sites like Flickr and YouTube, so you’ll get an update on any new image or video that matches your brand or cause. If the page you’re on doesn’t seem to have an RSS feed, try Feedyes.com. We also like Feed Informer, which lets you splice multiple feeds together into one and filter for duplicates.

Alternatives: Bloglines, Netvibes.

BlogPulse: Take the pulse of the blogosphere

4. BlogPulse from NM Incite is an automated trend discovery system for blogs that analyzes and reports on daily activity in the blogosphere. You can keep on top of key phrases, top blog posts, videos, key people news sources and more. But its real power lies in the options you have to track blog conversations based on topics or keywords. See which blogs, news posts, etc., are fueling the most conversations about your brand online.

Other blog monitoring services that should be in your arsenal:
• Technorati
• Google Advanced Blog Search
• IceRocket

Alltop: Identify the top blogs in your sector

5. Alltop, Guy Kawasaki’s online magazine rack – or, more precisely, topic-based directory — lets you search for influential blogs in a given niche or subject. Add the feeds to your RSS reader and you have a more targeted monitoring process.

Monitor Twitter & Facebook :

Hootsuite: Simplify your social efforts

6. We’re fans of Hootsuite as a free tool that enables nonprofits and cause organizations to update multiple social media platforms (Twitter, Facebook) from a computer or mobile device. The free version lets you work with up to five social networks and two RSS feeds but is limited to one user for your organization’s account; it stores stat history for 30 days and is ad supported. For the paid version, see 10 paid social media monitoring services for nonprofits.

Alternatives:
• Tweetdeck
• Seesmic
• Cotweet

Twitter search options

7. If Hootsuite or one of the other Twitter dashboard services doesn’t meet your needs, you have lots of other options to keep tabs on the Twitterverse. Here are a few:

• Twitter Advanced Search is the best way to ferret out tweets about a targeted sector. Look for keywords, search by location, date or with other filters.
• Track is a little-known Twitter feature that lets you track keywords and have them sent directly to your mobile phone as soon as they’re posted.
• Monitter lets you monitor Twitter for key words, phrases and topics being discussed online at a glance (though we still prefer Hootsuite for this).
• Twazzup is a dashboard program that monitors Twitter, Twazzup will let you know wheneer your keywords are mentioned in a tweet.
• PostRank analytics lets you uncover your influencers, identify which social networks give you the greatest traction and benchmark yourself against the competition.
• Pulse of the Tweeters uses data mining and sentiment analysis to mine millions of tweets and find the most influential people on Twitter around your cause or sector.
• Twitscoop lets you search and follow what’s buzzing on Twitter in real time.
• Twilert sends you emails when it sees keywords on Twitter that you specify.
• Sideline from Yahoo! allows users to create and group custom queries by topics of interest.
• PeerIndex is another option to help you discover authorities and opinion makers around a particular topic.
• MyTweeple checks out your Twitter account and analyzes who is following you back — a good way to monitor reciprocal relationships.
• MentionMap is a visualizer tool that lets you assess the most influential Twitter users in various sectors.
• Twitterfall is a great way to keep up on conversations about an event, or an online chat, using hashtags. You can also use its geolocation panel to see discussions in a geographic area.

Facebook Search: Explore FB conversations

8. There are rich conversations taking place about your sector on Facebook right now. So don’t overlook Facebook Search as a monitoring tool. Unearth the people on Facebook who are talking about your brand or cause. Use the Facebook search field and then choose “Posts by Everyone” in the left navigation. You may find new Pages to Like and new people to interact with.

• Openbook may also be useful in turning up mentions of your brand in Facebook status updates.

Monitor upcoming events :

Plancast: Stay on top of upcoming events

9. Like many of my colleagues, I’ve ditched Yahoo’s Upcoming and moved to Plancast. You can subscribe to get an RSS alert on any new event that matches keywords you select. Keep track of events thrown by your competitors, or stay on top of conferences you may want to attend or co-sponsor.

Monitor with alerts :

Google Alerts: Your real-time personal assistant

10. Nearly every plugged-in user these days knows about Google Alerts. When Google’s vast army of bots discover a new blog entry or news story that contains a keyword or phrase you specify, it will send you an alert in a time frame you designate: immediately, daily or weekly. What’s more, you can receive alerts via feeds sent to your RSS reader. Enter the topic you want to monitor, then click preview to see the type of results you’ll receive. Keep current on your brand, cause, sector or industry — and, of course, mentions of your own name. Also keep in mind that Google Alerts tracks only content indexed by Google.

Related:
• A new service, Google Realtime Search, lets you search the social Web (chiefly Twitter) and create email alerts for search terms.
• TweetBeep is sort of a Google Alert for Twitter. It uses search.twitter.com site for mentions of up to 10 keywords or phrases you specify and will send you emails.

BackType: Track comments & influencers

11. BackType Alerts is a free service that sends you email updates whenever a search term is mentioned in a comment. Somebody trash your brand in a blog comment? You’ll want to know right away. BackType will also show you your Twitter influencers who are sharing related links.

Update: BackType was acquired by Twitter in 2011 and is now closed.

Yahoo Pipes: Mash up your content feeds

12. Yahoo Pipes is a powerful tool that lets you aggregate and remix content from anywhere online. Its visual interface makes it fairly easy to use. You can use it in innumerable ways — for example, to track Twitter for mentions of your brand, to monitor multiple feeds or to alert you only when feed activity meets a certain activity threshold. For a good example of Yahoo Pipes in action, look at this Social Media Firehose tool, which lets you track your brand or product mentions across a slew of social media sites.

Northern Light: Roll your own search alerts

13. Remember the days when editorial filtering counted for something? Northern Light Search has been around forever, it seems. A business research tool, it indexes more than 800 news sources and publications, like the Wall Street Journal and PBS NewsHour, and some 1,600 authoritative industry blogs. They write: “We have editorially honed the content to include only business sources and to exclude the shopping and other consumer sites that clog your results on other search engines.” It offers support for full Boolean queries as well as saved search and alerting capabilities. You can create Search Alerts via email or RSS to help you track subjects you care about.

Monitor with social search :

Addict-o-matic: Check the buzz about a topic

14. Addict-o-matic lets you instantly create a custom page with the latest buzz on a given topic. The browser-based tool offers a one-stop customized site for seeing results across multiple social media channels.

Alternatives:
• Guzzle reads hundreds of feeds on social media sites every second to help you keep abreast of stuff you care about.
• Buzzoo is a buzz aggregator drawing from multiple sources.
• BuzzFeed sports a robust buzz-detection algorithm.
• Twendz, a free tool from Waggener Edstrom, piggybacks off Twitter Search to offer user sentiment in real time.
• Social Seek will tell you who’s making the most noise about your brand.
• How Socialble? sizes up how visible your brand is on the social Web.
• Mon.itor.us is a free website, server and traffic monitoring service.
• See more choices under Twitter, above.


MonitorThis: Browse 26 search engines

15. 77elements’ monitorThis is a meta-search engine (remember those?) that let you comb through 26 search engines to look for blog posts, news articles, photos, tags and tweets on a specific subject. You may be surprised by some of the results on the more obscure search engines.

Alternative:
• Keotag lets you search multiple search engines, create social bookmark links around a topic or see who has used your brand as a tag.

Monitor comments & forums :

Comment Sniper: First mover advantage

16. If you have the staff to help manage your brand’s reputation in a deep way, then Comment Sniper is worth a look. Comment Sniper offers you a way to build targeted traffic to your site at no cost by giving you the opportunity to be the first to comment on relevant blog posts about your brand or sector. You set up blogs you want to monitor, and Comment Sniper sends you a desktop notification or text message to your mobile device whenever a new post goes up. Check this tutorial on how to make the process more efficient.

coComment: Keep track of conversations

17. coComment is a Web service and Firefox plug-in that helps you keep track of blog comment threads. Whenever there is an update, such as a new follow-up comment, coComment notifies you instantly. It’s a handy service that saves you the trouble of checking back on blogs that don’t offer a comment notification feature.

Alternatives:
• Commentful is another Web service that helps you keep track of blog comments.
• Omgili (Oh my God I love it) forum search engine lets you find communities, message boards and discussion threads about any topic.
• co.mments helps you keep track of conversations.

BoardReader: Monitoring 50,000 forums

18. Not all forums and message boards are indexed by Google. BoardReader is a community search engine that crawls forums, blog posts, images and microblogs. It’ll also let you know when a new forum starts specifically to discuss your brand or organization.

Other forum search & alert tools:
• Boardtracker
• Big Boards
• Yuku Find

Monitor trends:

Google Trends: Take the long view

19. Google Trends gives you a measurement of the impact that bloggers or a campaign has on a brand. The tool measures the level of interest in specific topics based on searches people conduct over a period of time. One interesting facet is that you can compare multiple sites in the same sector and see the geographic regions where a keyword is most popular.

Related: With Google Insights for Search, you can compare search volume patterns across specific regions, categories, time frames and other properties.

Other choices:

• Trendpedia blog search from Attentio
• Social Trends from Viralheat

Monitor Web pages :

WatchThatPage: Keep a watchful eye

20. Sometimes you’d like to know when updates take place to an important Web page — say, your Wikipedia page or key pages on your competitors’ sites. Instruct WatchThatPage to keep tabs on any Web page, and you’ll receive an alert any time a change is made to the page.

Alternative: Copernic Tracker ($40)

 

Social media monitoring vendors come in all shapes and flavors. Some cater to small business with modest budgets that want to handle monitoring analysis internally. Others service global corporations that want access to expert analysts as well as a robust suite of social tools that plug into business processes. And here is the guidance of the Top 20 Social Media Monitoring Vendors for Business:

Radian6: A proven solution for big brands

1. Canada-based Radian 6 works with brands to help them listen more intelligently to your consumers, competitors and influencers with the goal of growing your business via detailed, real-time insights. Beyond their monitoring dashboard, which tracks mentions on more than 100 million social media sites, they offer an engagement console that allows you to coordinate your internal responses to external activity by immediately updating your blog and Twitter and Facebook accounts all in one spot. Fully automated. Cost: The dashboard starts at $600/month, though registered nonprofits can apply for two free uses per year under the company’s Giving Back program. They also offer free trials to students and educators for research and project purposes. Radian6 uses a monthly subscription based pricing model, with the monthly fee varying depending on the number of topics monitored each month. Clients: Red Cross, Adobe, AAA, Cirque du Soleil, H&R Block, March of Dimes, Microsoft, Pepsi, Southwest Airlines — a wide range of clients. Owner: Independent.

Collective Intellect: Social media intelligence gathering
2. Boulder, Colo.-based Collective Intellect, which started out by providing monitoring to financial firms, has evolved into a top-tier player in the marketplace of social media intelligence gathering. Using a combination of self-serve client dashboards and human analysis, Collective Intellect offers a robust monitoring and measurement tool suited to mid-size to large companies with its Social CRM Insights platform. It applies spam management techniques and text analysis to clean data sets, delivering customers rich intelligence.Cost: Pricing starts at $300/month and scales based on specific client needs, according to published reports. Clients: General Mills, NBC Universal, Pepsi, Walmart, Unilever, Advertising Age, CBS, Dole, MTV Networks, MillerCoors, Paramount, Verizon Wireless, Viacom, Hasbro, Siemens. Owner: Independent.

Lithium: Adjust your campaign on the fly
3. Lithium monitors your search-specific mentions and sentiment in social media outlets and outputs them into easy-to-read graphs and numbers resembling the stock market. Lithium will aggregate information from a variety of platforms including blog posts and comments, Twitter, Facebook, Flickr and many others, and it’ll assess emotions surrounding your brand pre-, mid- and post campaign so you can adjust your strategies accordingly. We miss ScoutLabs, which is now part of Lithium. Cost: Base plan of $249/month for five users and five searches. Free 14-day trial. Clients: Best Buy, BT, Barnes & Noble, FICO, Disney Online, Stubhub, Motorola, Coca Cola, Focus Features, Netflix. Owner: Independent. Lithium bought ScoutLabs in May 2010.

Sysomos: Manage conversations in real time

4. Sysomos’s Heartbeat is a real-time monitoring and measurement tool that provides constantly updated snapshots of social media conversations delivered using a variety of user-friendly graphics. Heartbeat organizes conversations, manages workflow, facilitates collaboration and provides ways to engage with key influencers. For more, see ReadWrite review. Sysomos also offers a Media Analysis Platform. Cost: Entry-level price of $500/month. Clients: IBM, HSBC, Roche, Ketchum, Sony Ericsson, Philips, ConAgra, Edelman, Shell Oil, Nokia, Sapient, Citi, Interbrand. Owner: Marketwire.

Attensity360: Actionable insights
5. Attensity360 operates on four key principles: listen, analyze, relate, act. Attensity360 will help monitor trending topics, influencers and the reach of your brand while recommending ways to join the conversation. Attensity Analyze applies text analytics to unstructured text to extract meaning and uncover trends. Attensity Respond helps automate the routing of incoming social media mentions into user-defined queues. Cost: $399/month for one license. Discounts for longer subscriptions. Free 15-day trial. Clients: Whirlpool, Vodofone, Versatel, TMobile, Oracle, Wiley. Owner: Independent. Attensity bought Biz360 in spring 2010.

Alterian SM2: Providing daily brand sentiment
6. UK-based Alterian SM2 tracks mentions on blogs, forums, social networks like Facebook, microblogs like Twitter, wikis, video and photo sharing sites, Craigslist and ePinions. SM2 monitors the daily volume, demographics, location, tone and emotion of conversations surrounding a brand and aggregates results into positive and negative categories for quick review by anyone on staff. Cost: Pricing is based on volume of results and ranges from $500/month to $15,000/month. “Freemium” trial plan allows for five keyword or phrase searches and a total of 1,000 results. Alterian also provides additional custom solutions. Clients: Rosetta, MDAnderson, Pursuit, YouCast. Owner: Independent. Alterian bought Techrigy in July 2009.

Crimson Hexagon: Actionable data for your business
7. Cambridge, Mass.-based Crimson Hexagon taps into billions of conversations taking place in online media and turns them into actionable data for better brand understanding and improvement. Based on a technology licensed from Harvard, its VoxTrot Opinion is able to analyze vast amounts of qualitative information and determine quantitative proportion of opinion. Cost: Pricing based on number of seats or number of searches. Clients: CNN, Hanes, AT&T, HP, Johnson & Johnson, Mashable, Microsoft, Monster, AdWeek, Thomson Reuters, Rubbermaid, Sybase, the Huffington Post, A&E, the Wall Street Journal. Owner: Independent.

Spiral16: Flexible pricing, competitive analysis
8. Spiral16 takes an in-depth look at who is saying what about a brand and compares results with those of top competitors. The goal is to help you monitor the effectiveness of your social media strategy, understand the sentiment behind conversations online and mine large amounts of data. It uses impressive 3D displays and a standard dashboard. Cost: Pricing starts at $500 for five queries or Internet searches, though there is no solid pricing model and Spiral16 will work with companies to tailor plans that fit their budget. Online demo available. Clients: Toyota, Lee, Cadbury. Owner: Independent.

Webtrends: Mobile & social analytics
9. Webtrends offers services geared toward monitoring, measuring, analyzing, profiling and targeting audiences for a brand. The partner-based platform allows for crowd-sourced improvements and problem solving, creating transparency of their products and services. Cost: Pricing varies depending on packages and services chosen, but Webtrends is geared to big players. Social Accelerator packages start at $15,000/year, app packages start at $1,500 to $12,000/year. Clients: CBS, NBC Universal, 20th Century Fox, AOL, Electronic Arts, Lifetime, AA, Glam, Nestle, the City of Calgary. Owner: Independent.

Spredfast: Campaign & social media management
10. We weren’t sure whether to include Spredfast in this Top 20 roundup because of its versatility. it’s not only a monitoring service but a social media management, measurement and campaign tool — in other words, a full-on social media dashboard and integrated communications client (Threadsy is another). In the end, Spredfast made the cut because you can pull relevant conversations from multiple networks into your dashboard, track referrals and conversions, summon up analytics and jump straight to analysis and reports. See our recent full review. Cost: Pricing begins at $250/month for businesses. Clients: AOL, Nokia, IBM, Sierra Club. Owner: Independent start-up.

NM Incite: Going for depth
11. Global brands look to NM Incite‘s expertise across marketing, sales, product development, customer service, business strategy development and in deep verticals for monitoring and social media intelligence. This is a service geared to multinationals rather than nonprofits or mid-size companies. Cost: Five figures is typical. Clients: Toyota, ConAgra, Intel, Sony, Nokia, AOL, HBO, Barclays, Whirlpool, GE, Discovery, Coca-Cola. Owner: NM Incite is a joint venture of the Nielson Co. and McKinsey & Co. Nielsen Buzzmetrics was spun off into NM Incite as part of its launch in June 2010.

Converseon: Tech + human analysts
12. New York-based social-media consulting firm Converseon, named a leader in the social media monitoring sector by Forrester Research, builds tailored dashboards for its enterprise installations and offers professional services around every step of the social business intelligence process. Converseon starts with the technology and adds human analysis, resulting in high-quality data and impressive functionality. Cost: Pricey. Cost varies according to which suite is used. Clients: Dow, Amway, Graco, other major brands. Converseon has more than 200,000 customers and 10,000 channel partners in 100 countries. Owner: Independent.

dna13: An emphasis on simplicity
13. Ottawa-based dna13‘s MediaVantage will monitor all of your media coverage and present it in an easy-to-read format allowing you to respond from one platform. dna13 provides on-demand software solutions for brand and reputation management, including a PR and corporate communications software suite and a monitoring service for real-time insight into brand, reputation, competitors and industry issues. Cost: Packages start at $560/month. Initial $500 set-up fee. Clients: Wachovia, Miami Heat. Owner: CNW Group Co.

Attentio
14. 5-year-old Belgium-based Attentio tracks global conversations taking place across social media (blogs, forums, social networks, Twitter, YouTube) and online news sites. The multilingual service offers brand reputation management, campaign/product release impact, sales opportunity tracking and sentiment analysis along with a dashboard to track media in real time. Cost: Pricing starts at £500 ($775 US) per month for a one-year subscription; costs for tailored reports begin at £5,000 ($7,750) . Clients: Johnson & Johnson, Skype, Microsoft, Disney. Owner: Independent.

Visible Technologies: High-end monitoring & analysis
15. In the fall 2010 Visible Technologies replaced its truCAST technology with Visible Intelligence, its new enterprise social intelligence platform and services. The new platform helps clients monitor, analyze and participate in social media conversations as well as protect their executive and corporate brands online. Visible adds analyst support to their client servicing to help you understand the landscape and determine which intelligence to act on. Arrange a demo via @Visible_Tech on Twitter. Cost: Typically $25,000 to $45,000, according to press reports. Clients: Microsoft, Vail Resorts, Xerox, Boost. Owner: Independent.

Cymfony: Enterprise-class monitoring platform
16. Cymfony provides market influence analytics by scanning and interpreting the millions of voices at the intersection of social and traditional media. It offers a listening and influence platform, Maestro, that integrates distinctive technology with input from expert analysts to identify the people, issues and trends impacting a business. All the standard metrics are included: posts/conversations, tonality, influencers, share of voice and so on. Cost: Pricey but competitive with other deep monitoring and analytics firms. Clients: Fortune 2000 clients. (A lack of transparency may be telling.) Owner: A unit of Kantar Media.

Buzzcapture: Insights into market buzz
17. Amsterdam-based Buzzcapture provides insight to organizations on the buzz in their market. Buzzcapture can track companies, products, product families, business lines, difficult or complex brands, topics, competitors, influencers, evangelists, critics and campaigns. All the information collected is analyzed and presented into understandable reports and entered into your dashboard. Cost: Typical price range is EU10,000 to EU70,000 ($13,000 to $91,000 US) for each research topic or group of products, with a standard license costing €30,000 ($39,000 US). Clients: TNT, Vodofone, ING, Nissan, BMW, Microsoft, AstraZeneca. Owner: Independent.

BuzzLogic: Tied to ad buy
18. BuzzLogic uses its technology platform to identify and organize the conversation universe, combining both conversation topic and audience to help brands reach audiences who are passionate on everything from the latest tech craze and cloud computing to parenthood and politics. However, the social media monitoring tool is no longer available as a standalone product. It now comes as part of BuzzLogic’s ad platform, requiring a media buy to connect to unique audiences through BuzzLogic. Cost: Unknown. Clients: Starbucks, American Express, HBO, HP, Microsoft. Focus on advertisers. Owner: Independent.

Meltwater Buzz: Overseas strength
19. Released in April 2009, Meltwater Buzz monitors, tracks and analyzes user-generated content on more than 200 million social media sites to help a brand understand its user sentiment and gauge competition. All data is stored in one intuitive, easy-to-use dashboard and a customer support representative is provided for the duration of the subscription. Meltwater, founded in Norway in 2001, now has 50 offices around the globe. It’s worth mentioning that they come from a traditional media tracking background, and with purchase of BuzzGain in February 2010, they added many more social media monitoring capabilities. BuzzGain is now baked into Meltwater Buzz. Cost: Standard subscription of one year for $13,000 gets you access for three to five users. Clients: Porsche Automotive North America, Vita-Mix, St. Jude Children’s Research Hospital, Bausch & Lomb, Pabst Blue Ribbon and other corporations, nonprofits, government agencies. Owner: Meltwater Group.

Brandwatch: A focus on brand mentions
20. UK-based Brandwatch trawls the Internet looking at news, blogs, forums, wikis and social networking sites and finding mentions of brands, companies, products and people. Clients define keywords (brands, topics, people names, products) and receive reports and brand summaries that they can take action on. Cost: Pricing, based on a monthly subscription, starts at about $300/month. It operates on a per keyword pricing model. Clients: Aviva, Activision, CheapFlights, The Body Shop. Owner: Independent.
Note: BuzzGain, which was originally listed at No. 19, has been absorbed into Meltwater.

Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.

Other paid social media monitoring solutions

There are literally dozens of social media monitoring services in the marketplace, so this roundup is meant as a guide to the top-tier vendors rather than a comprehensive list.

• Amplified Analytics: This tool is geared chiefly toward product reviews and marketers interested in tracking reviews across multiple sites.

• Appinions: “Automatically filters and aggregates thoughts, feelings and statements from traditional and social media.”

• Atlassian: Australian-based software company with global reach, offers tools to track, test and collaborate on the social Web.

• Bit.ly Pro: The Pro version offers custom short links like pep.si (for Pepsi) and 4sq.com (for Foursquare), a dashboard that lets you monitor the real-time aggregate traffic of your shared content across the bit.ly universe, and easy integration with tools like Tweetdeck and CoTweet.

• Cision: Cision (formerly Bacon’s Information) monitors social, print, broadcast and online media outlets, then organizes the information, which a dedicated analyst delivers to a company’s in-box every day via an executive news briefing. Cision searches more than 100 million sources to assess conversations about a brand. Clients include UCLA, Gerber and R&R Partners.

• CustomScoop: BuzzPerception: A veteran in the media monitoring space, CustomScoop monitors traditional and social media, calling themselves the “leading application for online news clipping.” BuzzPerception includes a phase of human filtering to generate the most relevant results for a brand. Pricing starts at $299/month. Jen Zingsheim, a representative, provides this update: “While we started out as a traditional media ‘clipping service,’ we’ve been including blog content for years and also monitor Twitter, Facebook, YouTube and more. We can tailor reporting to fit client needs, and have a robust suite of analytical tools, too — along with a free, 2-week trial to see if we fit your needs.”

• Digimind: Digimind designs and develops Digimind Evolution, a Competitive Intelligence Management software platform that enables companies to deploy and to manage competitive intelligence units and projects.

• Dow Jones Insight, owned by News Corporation, touts a wide array of languages and geographies, a global footprint and a less-than-stellar dashboard. Its hefty $5,000/month pricetag is based on the fact that it’s heavily based on analysts’ involvement.

• Evolve24 is a competitive listening platform that specializes in reputation management. Evolve24 is a smaller player in the market with only about 20 customers but its customer base consists of large enterprise-level installations.

• FindAgent: Founded in 2002, UK-based FindAgent specializes in digital media monitoring and media analysis. Focusing purely on online content, the company, owned by OpenAmplify, has developed technologies to find, analyze and manage mentions in social media and traditional media. More than 500 companies use FindAgent’s semantic text analysis technology.

• iCrossing is a global digital marketing agency that combines talent and technology to help world-class brands find and connect with their customers.

• Jive: Jive Software, which acquired Filtrbox in 2010, offers a host of social media monitoring options.

• Moreover Technologies: Moreover and its Newsdesk 4 offer tools for media monitoring, reputation management, market and competitive intelligence and content sharing from 1.8 million sources.

• MotiveQuest: At the high end of monitoring services, MotiveQuest typically charges $70,000 per project, according to published reports. CEO David Rabjohns says MotiveQuest provides a full range of services. “You don’t have to use a dashboard. Just come to us with a business problem and we will help you find relevant insights. The core of our approach is digging beneath the buzz and the sentiment to identify primal human motivations. We have identified that these most strongly affect sales and share.” Clients include Microsoft, Nike, Citi, Audi and Kraft. MotiveQuest is positioned in the Strong Performer category in a 2006 Forrester report and it has a Slideshare presentation on leveraging motivations in social media.

• MutualMind: A relative newcomer, MutualMind helps marketers, agencies and PR firms track discussions, understand sentiment, identify influencers and use the resulting insights to improve positioning and marketing strategy. Pricing ranges from $500 to several thousand dollars per month.

• NetBase offers social media analysis tools that help marketing and sales professionals to understand consumer opinion, emotion and behavior online.

• Nimble is an LA-based start-up due to come out of private beta soon with a promising set of monitoring capabilities across multiple networks. Says Nimble’s Maria Ogneva: “We tie monitoring to the customer record. The real beauty is that you can monitor based on a keyword, respond as you need and even create a task right from the social media mention — whether it happens to be a tweet, FB message, LI message — which can be edited, calendared, delegated and commented on for team workflow that ties back to the record — the key ingredient here.”

• Optify is a real time marketing applications suite that offers several features to help you track, monitor and measure the success of your social media activities.

• ReputationDefender: The company offers four suites of online reputation management and privacy controls.

• RepuMetrix specializes in tracking online mentions that are perceived to be harmful to a brand’s reputation. Pricing starts at $350/month for one user.

• RepuTrack: RepuTrack is a reputation monitoring service that tracks and analyzes the conversation around a brand and delivers it in an actionable way.

• SAS Sentiment Analysis Manager: Part of SAS Text Analytics program, the Sentiment Analysis Manager “crawls content sources, including mainstream Web sites and social media outlets, as well as internal organizational text sources [and] creates reports that describe the expressed feelings of consumers, customers and competitors in real time.”

• Sentiment Metrics: United Kingdom-based company provides tools to listen to consumer conversations across more than 20 million blogs, 5 million forum posts and 30,000 online news sources, social networks and microblogs, including Twitter. Clients include Sony, Subaru and HSBC.

• Trendrr: Mostly focused on the entertainment community, Trendrr lets you track the popularity and awareness of trends across a variety of channels, ranging from social networks to blog buzz and video views downloads, all in real time. You can also have Trendrr do a Social Media Audit, providing an analysis of your social media presence, dissecting volume of mentions, sentiment, links, influencers, demographics and more. Pricing: $499 and $999/month, with enterprise package beginning at $2,499/month. NBC Universal’s Oxygen TV show “Bad Girls Club” is a client. Owner: Wiredset LLC.