Post on 19-Oct-2014
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©2012 IBM Corporation
IBM Social Business Strategy and Collaboration Solutions
IBM Collaboration Solutions WW Sales Enablement team
© 2012 IBM Corporation 2
65% of LOB buyers will buy without IT - Forrester 2011
Line Of Business – Key to Social Business sales
© 2012 IBM Corporation 3
Social Business opportunity will reach $73B in 2012 across Software, Services & Hardware
$4B
Social Content
$2B
Social Analytics
Collaboration: $7B
Social Networking
CSO CMO
Customer Care & Insight
$4B
Sources: ICS Strategy Analysis, IBM Market Analysis
CHRO CFO
Workforce Optimization
$5B $4B Product & Service Innovation
VP R&D
Consulting $16B IT Services $19B
13%
Growing by
$35B 12%
$17B
$16B 9%
Solutions
Compliance, Business Process Management, Project Management $3B
Hardware, Appliances $4B $ 4B 7%
$4B
Vertical Solutions
Industry
© 2012 IBM Corporation 4
Customer Care & Insight
Product & Service Innovation
Workforce Optimization
In 2012, we are focusing on 3 key Social Business scenarios
© 2012 IBM Corporation 5
Workforce Optimization
Mobilize for speed & flexibility
Improve recruiting & onboarding
Retain expertise leaving the company
Cultivate creative leaders
Create a culture of sharing
Increase employee engagement COO, CFO, GM, LOB, CIO,
CHRO
Workforce Optimization
Goals
© 2012 IBM Corporation 6
Mobilize for speed & flexibility
Goals Business Challenges Capabilities Solutions
Mobilize for speed and flexibility
• Non-collaborative culture
• Complex decisions
• Employee buy-in for real change
• Locating resources & coordinating effort
• Facilitate communities for most complex process, products,
• Forum for open communication across employees
• Executive Blog with video, asking questions, …
• Build cross silo working relationships & culture
• Provide intranet channel for consistent messages, linkages to resources & experts
• Intranet Experience Suite
• Social Collaboration
• Social Analytics
• IBM SmartCloud Engage
• Compliance, Risk Management & Governance
Workforce Optimization
© 2012 IBM Corporation 7
Workforce Optimization at TD Bank
“We made our employees part of a highly transparent decision making process
[Frustration] shifted to
pride and excitement about being open on Sundays for our customers”
-- Wendy Arnott,VP of social media & digital communications, TD
Bank Group
• Expected resistance to keeping branches open on Sunday…
• Used social environment for open dialogue on the idea across company
• Allowed employees to voice concerns, but …
• Allowed TD to respond quickly to alleviate concerns
© 2012 IBM Corporation 8
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
ICS Social Business Framework
© 2012 IBM Corporation 9
Workforce Optimization - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø IBM SmartCloud Engage Ø Intranet Experience
Suite Ø Websphere Portal Ø Lotus Notes / Domino Ø IBM Sametime Ø IBM Forms Ø Mobile tools Ø Mobile Portal Accelerator Ø Social Everywhere
© 2012 IBM Corporation 10
Workforce Optimization - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Collaboration Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Social Collaboration Ø Social Content Management
Ø IBM Connections
Ø IBM Web Content Manager Ø IBM FileNet Ø IBM Quickr
© 2012 IBM Corporation 11
Workforce Optimization - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Governance, Risk Management & Compliance for Social
Ø Actiance Vantage Ø Lotus Protector
© 2012 IBM Corporation 12
Workforce Optimization - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Quickstarts Ø Deployment Planning Ø Adoption Ø Optmization
For Connections, Quickr, Sametime, SmartCloud, Portal, Notes, Domino, Content Manager, Forms
© 2012 IBM Corporation 13
Customer Care & Insight
CMO, VP Sales, VP Customer Service
Customer Care & Insight
Enhance Customer Relationships"
Increase Products per Customer"
Accelerate Customer Responsiveness"
Improve Brand Loyalty"
Optimize Service across Channels"
Increase Success of Marketing Campaigns"
Goals
© 2012 IBM Corporation 14
Customer Care & Insight
Goals Business Challenges Capabilities Solutions
Enhance customer relationships
• Knowledge about customers spread widely across organization
• Customers can’t find information to their specific situations
• Customer experience varies broadly across many channels
• Build dynamic customer-personalized information sources
• Create internal spaces for involved employees to discuss per-customer issues
• Create public communities for customer-facing roles and customers to converse (e.g., SXC Healthcare)
• Track per-customer participation across education, marketing events, sales meetings, etc.
• Customer Experience Suite
• Intranet Experience Suite
• Cognos Customer Insight
Enhance Customer Relationships"
© 2012 IBM Corporation 15
“Some of our best ideas come from our customers”
“Great IBM social tools allow our employees to collaborate regardless of location”
Customer Care & Insight - SXC Health Solutions
© 2012 IBM Corporation 16
Customer Care & Insight - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Customer Experience Suite
Ø Intranet Experience Suite Ø Websphere Portal Ø IBM Sametime Ø IBM Forms Ø Web Content Manager Ø Mobile Portal Accelerator
© 2012 IBM Corporation 17
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Social Collaboration Ø Social Analytics Ø Social Content Management
Ø IBM Connections Ø Cognos Customer Insight Ø CoreMetrics
Ø Unica Ø SPSS Ø Filenet
Customer Care & Insight - Solutions, Products, Services
© 2012 IBM Corporation 18
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Governance, Risk Management & Compliance for Social
Ø Actiance Vantage
Customer Care & Insight - Solutions, Products, Services
© 2012 IBM Corporation 19
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Quickstarts Ø Deployment Planning Ø Optimize
For Connections, Quickr, Sametime, SmartCloud, Portal, Domino, Content Manager, Forms
Customer Care & Insight - Solutions, Products, Services
© 2012 IBM Corporation 20
Product & Service Innovation
COO, VP Product Dev, Chief Design Officer,
VP Research
Product & Service
Innovation Radically Innovate Models, Markets, Products
Increase Speed of New Products to Market
Innovate Through Partnerships
Cultivate Networks & Communities of Expertise
Increase Quality of New Products & Services
Goals
© 2012 IBM Corporation 21
Product & Service Innovation
Goals Business Challenges Capabilities Solutions Established academic and other partners to accelerate innovation
• Islands of expertise
• Lack of collaboration across similar teams
• Limited Expertise in certain areas
• Inflexible legacy models, products, infrastructure
• Build communities to brings teams together
• Build cross silo working relationships
• Build culture with consistent, role based messages & conversations
• Connect to contextual expertise & resources
• Build external partnerships across the supply chain
• Crowdsource ideas with partners & customers
• Social Collaboration
• Social Content Management
• Intranet Experience Suite
Radically Innovate Models, Markets, Products
© 2012 IBM Corporation 22
Product & Service Innovation at Asian Paints Transforming their core business model
Selling paint products Design & décor services
Needed to: l Foster a Culture of Innovation l Facilitate multinational cultural perspective l Crowdsource ideas from ecosystem of partners, interior designers, retailers
© 2012 IBM Corporation 23
Product Innovation - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Intranet Experience Suite Ø Websphere Portal Ø Lotus Notes / Domino Ø IBM Sametime Ø IBM Forms
© 2012 IBM Corporation 24
Product Innovation - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Social Collaboration Ø Social Content Management
Ø IBM Connections Ø IBM Quickr
Ø IBM Web Content Manager Ø IBM FileNet
© 2012 IBM Corporation 25
Product Innovation - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Governance, Risk Management & Compliance for Social
Ø Actiance Vantage Ø Lotus Protector
© 2012 IBM Corporation 26
Product Innovation - Solutions, Products, Services
Consulting Services Envision Adopt Optimize Transform Enable
Mail, presence indicator, meetings, joint editing, blogs, wikis and more
Web content editing, social portal, shared files / folders and more
Sentiment analysis in real time, web analytics, smart filtering & more
Social Networking Social Content Social Analytics
Process Management
Governance and Lifecycle
Access Points /
Experiences
Social Business Services
Delivery Model
Ø Quickstarts Ø Deployment Planning Ø Optimization
For Connections, Quickr, Sametime, SmartCloud, Portal, Notes, Domino, Content Manager, Forms
© 2012 IBM Corporation 27
CMO, VP Sales, VP Customer Service
Customer Care & Insight
VP Product Dev, Chief Design Officer, COO VP Research
Product & Service Innovation
COO, GM, LOB, VP HR, CIO
Workforce Optimization
Focus for Value-based selling to Line of Business
© 2012 IBM Corporation 28
Social Application Middleware
WebSphere products + Cognos + Connections, etc.
Smarter Commerce Sterling Commerce, Core metrics,
Unica, Custmer Expereince suite,Cognos Consumer Insight, IBM
Case Manager
Community Insights Cognos Consumer Insight + Connections; Cognos BI +
Connections
Governance, Risk Management, Compliance
Tivoli directory, identity, and security mgmt. products + Connections + Vantage +
SmartCloud
Social Information Management
DB2 products + Cognos + Connections, etc.
Social Software Engineering
Rational Jazz + Connections + Sametime
Social Augmented BPM Lombardi /
WebSphere Process Server + Connections (planned)
Advanced Case Management
FileNet + Connections Case Manager + Sametime
Collaborative Decisioning Cognos 10 + Connections
Cross-IBM Social Business offerings
© 2012 IBM Corporation 29
Why IBM? Our value proposition is stronger than any of our competitors...
Market-Leading Software, Strategic Services, Wide Industry Perspective, Technical thoughtleadership, Global Infrastructure
…combined brings a full social business transformation to clients
Social
Business
Platform
Application
Incu
mbe
nts
Insu
rgen
ts
Sources: 1. IDC, “Worldwide Social Platforms Vendor Shares,” Jun 2011. Doc #228808 2. Gartner, Inc. "Magic Quadrant for Social Software in the Workplace" by Nikos Drakos et al., Aug. 25, 2011 3. The Forrester WaveTM: Enterprise Social Platforms, Q3 2011. August 24, 2011
Ø IDC identified IBM as the marketshare leader in Social Software Platform Providers two years in a row1
Ø Gartner ranked IBM in the Leader Quadrant for Social Software in the Workplace for third year.2
Ø Forrester Wave on Enterprise Social Platforms ranked IBM as a Leader.3
© 2012 IBM Corporation 30
Social Business AGENDA So
cial
Bus
ines
s Align Organizational Goals & Culture A
Gain Social Trust G
Engage through Experiences E
Network Your Business Processes N
Design for Reputation & Risk Management D
Analyze Your Data A
© 2012 IBM Corporation 31
What do you do next?
SocialBusiness University Online resource to find detailed information by Line of Business scenarios, Industry, and Products & Solutions across ICS and IBM http://swglearning.raleigh.ibm.com/sbuniversity
©2012 IBM Corporation