Social Media Monitoring (SMM)

Social media monitoring (SMM) is a way to manually or automatically track what is said about a person or a brand on public social networks in order to manage and protect the person’s reputation or the brand’s image.

Social media monitoring has become a must-have marketing option for channel support for users or customers that are having trouble with a product or service. The need to react quickly can prevent an issue or a perception of an issue from going viral. Meanwhile, the enterprise can use the SMM data as business intelligence to adjust their offerings or their support.