Amex social business innovation 2012 02
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Social business transforms relationships for growth, innovation, and efficiency. It encompasses organization and business processes beyond just marketing and PR. When organizations implement social business, they see healthier ecosystems with stronger relationships, increased speed of access to experts and knowledge, and reduced costs. This allows for better customer service, marketing, product development, and talent management. Social business optimizes workforces and drives ideas through open collaboration across boundaries.
Amex social business innovation 2012 02
- 1. Social Business Transforming Relationships for Growth, Innovation, and Efficiency Mike Handes @mikehandes [email protected] Social Business, A/NZ, IBM
- 2. 2
- 3. The Fifth IT Era: The era of Social Social Internet PCs Departmental Mainframe What’s your Social Business Agenda?
- 10. Social Media vs. Social Business Social Media Social Business Nimble Engaged Transparent Primarily marketing and PR Encompasses organization and business processes
- 11. How Does Your Organization Stand Out?
- 12. Healthier Stronger Eco-system Relationships B2B B2C (your domain) Social Biz Consumer B2E Domain Social Workforce Analytics Optimisation & Ideation New Channels Listen, Learn, Measure, Take Action
- 13. Marketing
- 17. The benefits of Social Business to marketing are real Realized benefit - median improvement % Increase effectiveness of awareness (realized by 52% of respondents) Increase revenue (realized by 18% of respondents) Increased effectiveness of conversion (realized by 52% of respondents) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
- 18. Customer Service
- 19. Are you ready? Customer Service is key to the success of any business. CEOs agree… 95% of standout organizations will focus more on “getting closer to the customer” over the next 5 years, 14% more likely than their peers. – IBM CEO Study 2010 How can becoming a Social Business help you meet this goal? Source: IBV CEO Study, 2010
- 21. "We estimated that around 70% of our work during the crises was proactive...previously up to 90% of the unit's work in crises was reactive.”
- 25. Value of Social Business for Customer Service Realized benefit - median improvement % Increase speed of access to internal experts (realized by 52% of respondents) Increase speed of access to internal knowledge (realized by 77% of respondents) Reduce external communications expense (realized by 53% of respondents) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
- 26. Stronger Relationships B2B B2C (your domain) Social Biz Consumer B2E Domain Social Analytics
- 27. How do people find you? Natural Search Display Email Ad Social Mobile Paid Mobile Search
- 31. Socialise from your site and Social Media sites Enable customers to get problems resolved quickly Drive innovation by supporting idea contribution Allow customers to provide feedback 31
- 32. Healthier Eco-system B2B B2C (your domain) Social Biz Consumer B2E Domain Social Analytics
- 34. Leverage the Ecosystem $90 million in reduced support center costs
- 35. Value of Social Business for R&D and New Product Development Realized benefit - median improvement % Increase speed of access to external experts (realized by 40% of respondents) Reduce time to market for new products/services (realized by 29% of respondents) Increase number of successful innovations (realized by 28% of respondents) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
- 36. G2B G2C (your domain) Social Gov Consumer G2E Domain Social Analytics Listen, Learn, Measure, Take Action
- 38. B2B B2C (your domain) Social Biz Consumer B2E Domain Social Workforce Analytics Optimisation & Ideation
- 39. Why is it important to use social software in the enterprise? Every week, 42% of people use the wrong information to make decisions Employees spend 25% of their time just looking for information Every week businesses 91% of CEOs say they need waste 5.3 hours due to to restructure the way their inefficient processes organizations work 18% of the average working day is spent on ''work that wasted time and effort'' - Australian Productivity Pulse survey
- 40. A lot of the issues are symptoms of an overwhelmed content-centric model
- 41. We believe content revolves around people
- 43. Do we create opportunities for serendipity?
- 44. Profiles - access a persons 360 degree view ● Quickly find the people and expertise you need and tag them ● Post a status message informing your network of what you are doing ● Grow and maintain your professional network and tag them ● Communicate to your network your expertise and content Respond faster and make better decisions
- 45. FIND me a person that knows about.. Profiles and Tags search
- 46. Break Down Silo's Lowes Sharing selling best practices and contributing over $1M in additional revenue - Serendipity Happens, Dachis Group
- 51. Embedded Experiences Embedded experiences ease transient interactions with content within mail and other applications. 51
- 52. Activity Streams provide attention management
- 54. Sun Life Goals • Drive Revenue & Profit Through… – Attracting Millennium Workers – Attracting Millennium Customers – Capture and Share Expertise Culture • Executive Sponsorship • Social Guidelines and Policies • IdeaShare: 330 New Ideas
- 55. Value of Social Business for HR and Talent Management Realized benefit - median improvement % Increase speed of access to internal knowledge (realized by 77% of respondents) Increase speed of access to internal experts (realized by 52% of respondents) Reduce internal communications expense (realized by 60%) (*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010
- 57. Mike Handes Sydney, Australia Social Business +61 2 9463 5220 IBM Software Group [email protected] @mikehandes www.twitter.com/mikehandes