Mike Handes@mikehandesmhandes@au1.ibm.com

Social Business, A/NZ, IBM

Social BusinessSocial BusinessTransforming Relationships for Growth, Transforming Relationships for Growth, Innovation, and EfficiencyInnovation, and Efficiency

2

Mainframe

PCs

Internet

Social

Departmental

What’s your Social Business Agenda?

The Fifth IT Era: The era of Social

Engaged

Transparent

Nimble

Social BusinessSocial Media

Primarily marketing and PR Encompasses organization and business processes

Social Media vs. Social Business

How Does Your Organization Stand Out?

Social Biz

New Channels

Healthier Eco-system

StrongerRelationships

Workforce Optimisation &

Ideation

Listen, Learn, Measure, Take Action

B2BB2B

B2EB2E

B2CB2C(your domain)(your domain)

ConsumerConsumer DomainDomain

SocialSocialAnalyticsAnalytics

Marketing

The benefits of Social Business to marketing are real

Realized benefit - median improvement %

Increase effectiveness of awareness (realized by 52% of respondents)

Increased effectiveness of conversion(realized by 52% of respondents)

Increase revenue(realized by 18% of respondents)

(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

Customer Service

Are you ready?

Customer Service is key to the success of any business. CEOs agree…

Source: IBV CEO Study, 2010

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?

"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.”

Realized benefit - median improvement %

Increase speed of access to internal experts(realized by 52% of respondents)

Reduce external communications expense(realized by 53% of respondents)

Increase speed of access to internal knowledge(realized by 77% of respondents)

(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

Value of Social Business for Customer Service

Social Biz

StrongerRelationships

B2BB2B

B2EB2E

B2CB2C(your domain)(your domain)

ConsumerConsumer DomainDomain

SocialSocialAnalyticsAnalytics

Email

Paid Search

MobileMobile

Display Ad Social

Natural Search

How do people find you?

Socialise from your site and Social Media sites

31

Enable customers to get problems resolved quickly

Drive innovation by supporting idea contribution

Allow customers to provide feedback

Social Biz

Healthier Eco-system

B2BB2B

B2EB2E

B2CB2C(your domain)(your domain)

ConsumerConsumer DomainDomain

SocialSocialAnalyticsAnalytics

Leverage the Ecosystem

$90 million in reduced support center costs

Realized benefit - median improvement %

Increase speed of access to external experts(realized by 40% of respondents)

Increase number of successful innovations(realized by 28% of respondents)

Reduce time to market for new products/services(realized by 29% of respondents)

(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

Value of Social Business for R&D and New Product Development

Social Gov

Listen, Learn, Measure, Take Action

G2BG2B

G2EG2E

G2CG2C(your domain)(your domain)

ConsumerConsumer DomainDomain

SocialSocialAnalyticsAnalytics

Social Biz

Workforce Optimisation &

Ideation

B2BB2B

B2EB2E

B2CB2C(your domain)(your domain)

ConsumerConsumer DomainDomain

SocialSocialAnalyticsAnalytics

Every week, 42% of people use the wrong information to make decisions

91% of CEOs say they need to restructure the way their organizations work

Every week businesses waste 5.3 hours due to inefficient processes

Employees spend 25% of their time just looking for information

18% of the average working day is spent on ''work that wasted time and effort'' - Australian Productivity Pulse survey

Why is it important to use social software in the enterprise?

A lot of the issues are symptoms of an overwhelmed content-centric model

We believe content revolves around people

Do we create opportunities for serendipity?

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

FIND me a person that knows about..

Profiles and Tags search

Break Down Silo's

LowesSharing selling best practices and

contributing over

$1M in additional revenue

- Serendipity Happens, Dachis Group

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Embedded Experiences

Embedded experiences ease transient interactions

with content within mail and other applications.

Activity Streams provide attention management

Goals• Drive Revenue & Profit Through…

– Attracting Millennium Workers– Attracting Millennium Customers– Capture and Share Expertise

Sun Life

Culture• Executive Sponsorship• Social Guidelines and

Policies• IdeaShare: 330 New Ideas

Realized benefit - median improvement %

Increase speed of access to internal knowledge(realized by 77% of respondents)

Reduce internal communicationsexpense(realized by 60%)

Increase speed of access to internal experts(realized by 52% of respondents)

(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

Value of Social Business for HR and Talent Management

Mike HandesMike HandesSocial Business IBM Software Group

Sydney, Australia+61 2 9463 5220mhandes@au1.ibm.com

@mikehandeswww.twitter.com/mikehandes