1 INTRODUCTION 19
1.1 OBJECTIVES OF THE STUDY 19
1.2 MARKET DEFINITION 19
1.3 MARKET SCOPE 20
1.3.1 MARKET SEGMENTATION 20
1.4 REGIONS COVERED 21
1.5 YEARS CONSIDERED FOR THE STUDY 21
1.6 CURRENCY CONSIDERED 22
1.7 STAKEHOLDERS 22

2 RESEARCH METHODOLOGY 23
2.1 RESEARCH DATA 23
2.1.1 SECONDARY DATA 24
2.1.2 PRIMARY DATA 24
2.1.2.1 Breakup of primaries 24
2.1.2.2 Key industry insights 25
2.2 MARKET BREAKUP AND DATA TRIANGULATION 26
2.3 MARKET SIZE ESTIMATION 26
2.3.1 BOTTOM-UP APPROACH 27
2.3.2 TOP-DOWN APPROACH 27
2.4 MICROQUADRANT RESEARCH METHODOLOGY 28
2.4.1 VENDOR INCLUSION CRITERIA 28
2.5 MARKET FORECAST 29
2.6 RESEARCH ASSUMPTIONS 30
2.7 LIMITATIONS 31

3 EXECUTIVE SUMMARY 32

4 PREMIUM INSIGHTS 39
4.1 ATTRACTIVE OPPORTUNITIES IN THE SOCIAL MEDIA MANAGEMENT MARKET 39
4.2 SOCIAL MEDIA MANAGEMENT MARKET: MARKET SHARE, BY REGION 40
4.3 SOCIAL MEDIA MANAGEMENT MARKET, BY DEPLOYMENT MODEL 40
4.4 SOCIAL MEDIA MANAGEMENT MARKET IN EMEA: TOP 3 SOLUTIONS AND COUNTRIES 41
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5 MARKET OVERVIEW AND INDUSTRY TRENDS 42
5.1 INTRODUCTION 42
5.2 MARKET DYNAMICS 42
5.2.1 DRIVERS 43
5.2.1.1 Need to increase RoI on social media strategy 43
5.2.1.2 Increased focus on the market and competitive intelligence 44
5.2.1.3 Need for social media measurement to enhance the customer experience 44
5.2.2 RESTRAINTS 45
5.2.2.1 Regulatory and compliance constraints 45
5.2.2.2 Lack of common standards and laws 45
5.2.3 OPPORTUNITIES 46
5.2.3.1 Voluminous data generation through social media platforms 46
5.2.3.2 Increased cloud adoption 47
5.2.4 CHALLENGES 47
5.2.4.1 Lack of a single solution to manage diverse data sets captured from social media platforms 47
5.3 INDUSTRY TRENDS 47
5.3.1 KEY TRENDS IN THE SOCIAL MEDIA MANAGEMENT MARKET 47
5.3.1.1 Social media monitoring and listening solutions to witness a higher growth with the rise in user-generated content on social media 47
5.3.1.2 Crowdsourcing on social media 49
5.3.1.3 AI technology to be integrated with social media for personalized advertising and understanding the market trends 49
5.3.1.4 Augmented reality and social media 49
5.3.2 SOCIAL MEDIA MANAGEMENT MARKET: USE CASES 50
5.3.2.1 Simplify360: Providing advanced social customer experience 50
5.3.2.2 Crowdfire: Delivering exceptional customer care on social media in real time 51
5.3.2.3 IBM and Influential: Assessment of campaign effectiveness through social intelligence 52
5.3.2.4 Quantzig: Understanding the target customer base and developing an adequate go-to-market strategy 52
5.3.2.5 Crimson Hexagon: Gathering customer responses for a new product launch through social media listening 53
5.3.2.6 Crowdfire: Helping marketers discover and share relevant and high-quality content on their social media platforms 53
5.3.2.7 Degordian: Creating a social media strategy for Franck- Croatia’s market leader in the coffee and tea categories 54
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6 SOCIAL MEDIA MANAGEMENT MARKET, BY COMPONENT 55
6.1 INTRODUCTION 56
6.2 SOLUTIONS 57
6.2.1 SOCIAL MEDIA MARKETING 58
6.2.1.1 Social media marketing to become a vital tool for marketers to easily and quickly reach their targeted audience 58
6.2.2 SOCIAL MEDIA LISTENING, MONITORING, AND ANALYTICS 60
6.2.2.1 Need to understand customers, their perception, and brand awareness to be the primary factor to drive the adoption of social media listening, monitoring, and analytics solution 60
6.2.3 SOCIAL MEDIA ASSET AND CONTENT MANAGEMENT 61
6.2.3.1 Need to develop and optimize social media content to drive the adoption of social media asset and content management 61
6.2.4 SOCIAL MEDIA RISK AND COMPLIANCE MANAGEMENT 62
6.2.4.1 Need to mitigate risks associated with social media platforms in terms of data integrity and security to be the primary factor to drive the adoption of social media risk and compliance management solution 62
6.3 SERVICES 63
6.3.1 PROFESSIONAL SERVICES 65
6.3.1.1 Implementation and consulting 66
6.3.1.1.1 Need for effective deployment and strategic outlook to drive the growth of the implementation and consulting segment 66
6.3.1.2 Training and support 66
6.3.1.2.1 Complexity of operations and need for regular assistance during the software cycle to foster the growth of the training and support segment 66
6.3.2 MANAGED SERVICES 67
6.3.2.1 Requirement of customized solutions and need to focus on core operations to drive the growth of the managed services segment 67

7 SOCIAL MEDIA MANAGEMENT MARKET, BY APPLICATION 68
7.1 INTRODUCTION 69
7.2 SALES AND MARKETING MANAGEMENT 70
7.2.1 NEED TO DIRECTLY ENGAGE TARGET AUDIENCE THROUGH SOCIAL MEDIA NETWORKS TO DRIVE THE GROWTH OF THE SALES AND MARKETING MANAGEMENT SEGMENT 70
7.3 CUSTOMER EXPERIENCE MANAGEMENT 71
7.3.1 NEED TO IMPROVE AND OPTIMIZE CUSTOMER SERVICE EFFORTS TO DRIVE THE GROWTH OF THE CUSTOMER EXPERIENCE MANAGEMENT SEGMENT 71
7.4 COMPETITIVE INTELLIGENCE 72
7.4.1 NEED TO INCREASE MARKET INTELLIGENCE AND GAIN A COMPETITIVE EDGE TO DRIVE THE GROWTH OF THE COMPETITIVE INTELLIGENCE SEGMENT 72
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7.5 RISK MANAGEMENT AND FRAUD DETECTION 73
7.5.1 NEED TO MITIGATE THE RISK ASSOCIATED WITH MISUSE OF CUSTOMER DATA AND STRICT REGULATIONS TO DRIVE THE GROWTH OF THE RISK MANAGEMENT AND FRAUD DETECTION SEGMENT 73
7.6 OTHERS 74

8 SOCIAL MEDIA MANAGEMENT MARKET, BY ORGANIZATION SIZE 76
8.1 INTRODUCTION 77
8.2 SMALL ORGANIZATIONS (REVENUE < USD 10 MILLION) 78
8.2.1 INCREASING NUMBER OF SMALL ORGANIZATIONS IN HIGH GROWTH MARKETS AND NEED TO EXPAND THEIR REACH TO DRIVE THE GROWTH OF THE SMALL ORGANIZATIONS SEGMENT 78
8.3 MEDIUM ORGANIZATIONS (REVENUE: USD 10 MILLION ~ USD 1 BILLION) 79
8.3.1 NEED TO MANAGE INCREASING DIGITALIZATION OF ORGANIZATIONS AND DEPENDENCE ON ONLINE CHANNELS FOR REACHING TARGETED CUSTOMER BASE TO DRIVE THE GROWTH OF THE MEDIUM ORGANIZATIONS SEGMENT 79
8.4 LARGE ENTERPRISES (REVENUE > USD 1 BILLION) 80
8.4.1 INCREASING ADOPTION OF ADVANCED TECHNOLOGIES TO DRIVE THE GROWTH OF THE LARGE ENTERPRISES SEGMENT 80

9 SOCIAL MEDIA MANAGEMENT MARKET, BY DEPLOYMENT MODEL 81
9.1 INTRODUCTION 82
9.2 ON-PREMISES 83
9.2.1 DATA SECURITY AND PRIVACY REQUIREMENTS IN HEAVILY REGULATED INDUSTRY VERTICALS TO BE THE MAJOR FACTORS DRIVING THE ADOPTION OF ON-PREMISES DEPLOYMENT 83
9.3 CLOUD 84
9.3.1 RAPID IMPLEMENTATION, REDUCED SETUP AND OPERATIONAL COST, LOW MAINTENANCE COST, 24?7 DATA ACCESSIBILITY, SCALABILITY, AND EASE OF USE TO DRIVE THE ADOPTION OF THE CLOUD DEPLOYMENT MODEL 84

10 SOCIAL MEDIA MANAGEMENT MARKET, BY INDUSTRY VERTICAL 85
10.1 INTRODUCTION 86
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 87
10.2.1 INCREASING NEED TO IMPROVE CUSTOMER SERVICE AND GROWTH OF FINTECH TO HAVE A HUGE IMPACT ON THE BFSI INDUSTRY VERTICAL 87
10.3 RETAIL AND ECOMMERCE 88
10.3.1 INCREASING ADOPTION OF LATEST TECHNOLOGIES AND EMERGENCE OF VARIOUS ECOMMERCE WEBSITES TO FUEL THE GROWTH OF RETAIL AND ECOMMERCE INDUSTRY VERTICAL 88
10.4 GOVERNMENT AND PUBLIC SECTOR 89
10.4.1 REENGINEERED TRADITIONAL MODELS AND IMPROVEMENT IN REAL-TIME INTERACTIONS TO DRIVE SOCIAL MEDIA MANAGEMENT ADOPTION IN GOVERNMENT ORGANIZATIONS 89
10.5 HEALTHCARE AND LIFE SCIENCES 90
10.5.1 INCREASING NEED TO MONITOR AND CONTROL THE EFFECTIVENESS OF PUBLIC HEALTH MONITORING TO FACILITATE THE ADOPTION OF SOCIAL MEDIA MANAGEMENT IN HEALTHCARE 90
10.6 TELECOM AND IT 91
10.6.1 TO GAIN INSIGHTS FROM VOLUMINOUS CONTENT AND GROWTH IN DEMAND FOR DATA PERSISTENCE TO DRIVE THE ADOPTION OF THE SOCIAL MEDIA MANAGEMENT IN THE TELECOM AND IT INDUSTRY VERTICAL 91
10.7 MEDIA AND ENTERTAINMENT 92
10.7.1 NEED TO ATTRACT AND RETAIN CONSUMERS IN A HIGHLY COMPETITIVE AND MULTICHANNEL ENVIRONMENT LEADING TO THE DEPLOYMENT OF SOCIAL MEDIA MONITORING SOLUTIONS IN THE MEDIA AND ENTERTAINMENT INDUSTRY VERTICAL 92
10.8 MANUFACTURING 93
10.8.1 MANUFACTURING COMPANIES TO ADOPT SOCIAL MEDIA MANAGEMENT TOOLS TO UNDERSTAND AND IDENTIFY EARLY WARNING SIGNALS AND REDUCE THE OVERALL COST 93
10.9 TRAVEL AND HOSPITALITY 94
10.9.1 NEED TO IDENTIFY NEW PROSPECTS AND OFFER QUALITY SERVICES TO RETAIN EXISTING CUSTOMERS TO BOOST THE DEMAND FOR SOCIAL MEDIA MANAGEMENT TOOLS 94
10.10 OTHERS 95
11 SOCIAL MEDIA MANAGEMENT MARKET, BY REGION 96
11.1 INTRODUCTION 97
11.2 NORTH AMERICA 98
11.2.1 UNITED STATES 103
11.2.1.1 Increasing penetration of social media users, and compliance and regulatory mandates across all industry verticals to drive the market growth 103
11.2.2 CANADA 103
11.2.2.1 Increasing penetration of SMEs in the country and the huge customer base to drive the market growth in Canada 103
11.3 EUROPE, MIDDLE EAST, AND AFRICA 104
11.3.1 UK AND IRELAND 109
11.3.1.1 Increasing penetration of smartphones and rising number of social network user base to drive the adoption of social media management tools 109
11.3.2 FRANCE 109
11.3.2.1 Fastest internet penetration and varied patterns of social media platforms to assist market growth in France 109
11.3.3 GERMANY 109
11.3.3.1 Increasing impact of laws and enforcement and expansion strategies opted by vendors to create growth opportunities in Germany 109
11.3.4 SPAIN 110
11.3.4.1 Increasing adoption of social media platforms across multiple industry verticals to drive social media monitoring and analytics growth in Spain 110
11.3.5 SAUDI ARABIA 110
11.3.5.1 Increasing digitalization and growing adoption of cloud-based solutions to drive the growth of the social media management market 110
11.3.6 REST OF EMEA 110
11.4 ASIA PACIFIC 110
11.4.1 CHINA 116
11.4.1.1 Rapidly growing internet user base and increased focus on ad campaigns among organizations to boost social media monitoring adoption in China 116
11.4.2 JAPAN 116
11.4.2.1 Increasing need to maximize brand reach and engage with the right people to fuel the social media management tools adoption rate in Japan 116
11.4.3 AUSTRALIA AND NEW ZEALAND 116
11.4.3.1 Increasing focus on mid-sized organizations and increased smartphone penetration to drive the market growth 116
11.4.4 INDIA 117
11.4.4.1 Significant adoption of smartphones, high internet penetration, and increased focus on cloud-based solutions to drive the market growth 117
11.4.5 REST OF APAC 117
11.5 LATIN AMERICA 117
11.5.1 MEXICO 122
11.5.1.1 Increasing adoption of digital technologies and presence of the largest social media user base to drive the market growth 122
11.5.2 COLOMBIA 122
11.5.2.1 Need to optimize and gain maximum RoI on social media investments to fuel the market growth 122
11.5.3 BRAZIL 122
11.5.3.1 Wide adoption of digitalization and strong vendor presence to drive the market growth 122
11.5.4 REST OF LATIN AMERICA 123

12 COMPETITIVE LANDSCAPE 124
12.1 COMPETITIVE LEADERSHIP MAPPING 124
12.1.1 VISIONARY LEADERS 124
12.1.2 INNOVATORS 124
12.1.3 DYNAMIC DIFFERENTIATORS 124
12.1.4 EMERGING COMPANIES 124
12.2 STRENGTH OF PRODUCT PORTFOLIO 126
12.3 BUSINESS STRATEGY EXCELLENCE 127
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13 COMPANY PROFILES 129
13.1 ADOBE 129
(Business Overview, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.2 IBM 132
13.3 GOOGLE 135
13.4 ORACLE 138
13.5 SALESFORCE 141
13.6 SPROUT SOCIAL 144
13.7 HOOTSUITE 147
13.8 SYSOMOS 150
13.9 SPRINKLR 152
13.10 DIGIMIND 154
13.11 CLARABRIDGE 156
13.12 SPREADFAST 156
13.13 FALCON.IO 157
13.14 ZOHO 157
13.15 LITHIUM TECHNOLOGIES 158
*Details on Business Overview, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

14 APPENDIX 159
14.1 KEY INSIGHTS OF INDUSTRY EXPERTS 159
14.2 DISCUSSION GUIDE 160
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 165
14.4 AVAILABLE CUSTOMIZATION 167
14.5 RELATED REPORTS 167
14.6 AUTHOR DETAILS 168