IBM Social business core story 01242013-black

© 2013 IBM Corporation

IBM Social Business Story

© 2013 IBM Corporation2

With e-business our use of the internet went through a fundamental transformation which changed how we conduct business forever

to Selling

to Buying

From Surfing

From Browsing


The social media revolution is changing the way people interact and creates new relationships leveraging the social graph

Blogger

Twitter

Vimeo

Delicious

Pinterest

Flickr

Picassa

MySpace

RSS

Wordpress

Facebook


Three shifts are creating an opportunity for social technology to create real business value

Pressure to build and share expertise for competitive advantage

Growing demand for 24/7 and mobile connectedness

Increasingly influential and vocal customers


Integrating the emerging social graphs into core business processes is creating new opportunities for competitive advantage

Market Management Process: Marketing

We can now do market segmentation in real-time.

Critical Situation Process: Customer Service

Find who can best help me address this urgent problem for my client

Software Deployment Process: IT

Find the technical expertise to fix an error in our ERP system.

Talent Management Process: HR

Anticipate and react tocompetitive poaching of top talent

Lead Development Process: Sales

Use predictive analytics to gather insights into what customers will buy next


Leaders in every industry are leveraging social business technology to disrupt their industries and create competitive advantage

DELIGHT CUSTOMERS to Create Exceptional Customer Experiences

ACTIVATE THE WORKFORCEto Create a Smarter Workforce


Building a smarter workforce and delighting clients generates shareholder value

Customer ServiceCan achieve 5% reduction in customer defection rate increasing profits by up to 68% (2)

Product DevelopmentCan develop and bring new products to market in 1/3 time (3)

SalesCan increase sales manager revenue by 40% and improve efficiency by up to 50% (1)

Marketing Can achieve 100% increase in market exposure (4)

Source 1: VCC case study, Source 2:Bain & Co , Source 3: Cemex case study, Source 4. Amadori case study


How does social business and talent management come together to help create a smarter workforce?

Social enhances the sales process

Build Skills

Engage Clients

Transform CultureAnd Processes

Continuously create and share best practices

Identify and enable the right people

Harvest insights and act with speed


The business benefits are tangible and significant

Source: 2012 McKinsey Global Institute: The social economy: Unlocking value and productivity through social technologies

Up to

increases in the productivity of knowledge workers

Up to

increase margins industries such as consumer packaged goods


Business leaders recognize the importance of leading through connections

Percent of CEOs using Social to Connect with Customers

Top 3 CEO Priorities:

Primary Channel for Engaging Customers within 5 Years

Source: 2012 IBM CEO Study “Leading Through Connections

Empowering employeesthrough value

Engaging customers and individuals

Amplifying innovationwith partnerships


And these leaders are clearly expecting to increase their social business investments

Source: Upcoming IBM Institute for Business Value Study, “The Business of Social Business”

Social business investments

it is likely we will increase our social business investment over the next three years

Our investment in social business has increased in 2012


Amadori transformed its marketing process using social to create customer advocates and boosted presence with new customers

Creating exceptional customer experiences

Identified and predicted consumer buying preferences, refined their digital marketing campaigns, to generate more sales and reach a new, younger customer demographic

100% Improved exposure


Chilean Red Cross doubled the technological capabilities of its disaster response operations by replacing manual processes and leveraging online collaboration toolsCreating a smarter workforce

Seamlessly connected their first responders to collaborate and speed up disaster response, accelerating search rate completion for missing persons from two years to two weeks.

100% increase in response efficiency


Reliance Life's self service portal, 'Lifeline' delivers a high level of information transparency and responds to customer needs faster and more profitablyCreating a exceptional customer experiences

Lifeline has lowered operational costs by up to 30 percent, while making the customer experience more streamlined and transparent.

30% reduction inoperating cost


To become a social business, leaders must define the right problem to address and then develop a purposeful and deliberate plan

1. Identify a core business processes

2. Foster trust and transform the culture

Create a sharedvision of the culture

Design social workpractices into existing business processes

Align adoption strategy and measurements with organizational culture

Manage to a new way of working, thinking, trusting and engaging customers

One that relies heavily on knowledge workers

Where sources of innovation are at a premium

Where process flows can adjust dynamically to changing conditions

Where “agents of change” can thrive

3. Integrate a platform for social business

Social NetworkingServices are presence indicator, meetings, mail, blogs, wiki’s, other

Social AnalyticsServices are sentiment analysis, web analytics, smart filtering, other

Social ContentServices are web content editing, enterprise content management, shared files, folders, other

Process, Governance, Security & Lifecycle Management

Social IntegrationServices are web portal integration, web content editing, other


IBM continues to be the partner of choice for social business leaders

Leading social business in three dimensions

outcomes for our clients

social business engagement platform

ecosystem and industry expertise


A proven track record of delivering results for industry leaders

Benefit from our experience with leaders – Working

with more than 60% of the world's Fortune 100 companies

Exceptional web experiences for employees and customers created with:

of the top 10 banks and retailers

of the largest telcos governments covering all G8 nations


The IBM Platform for Social Business underpins our Smarter Workforce and Exceptional Customer Experience Solutions

IBM Platform for Social Business

Social Networking Social Analytics Social Content Social Integration

Deployment Options

SaaS Cloud Dedicated Private Cloud On Premises Hybrid

Exceptional CustomerExperience

SmarterWorkforce


The leading social software solution that can integrate social into your business processes and across your entire customer experience

The leading social software that offers the most powerful social analytics and metrics to foster vital networks & communities

The leading social software solution that reveals creativity anywhere and is ready to be delivered to a broad range of mobile devices

The leading social software that offers the choice to deploy securely in the cloud, on premise and hybrid options — it’s never been easier

Make everything social and bring your brand to every experience

Eliminate the guesswork

Unlock creativity everywhere

Deploy with choice and confidence

With IBM Connections, you can leverage a social collaboration solution that provides a foundation for social business


Understand changing customer and employee needs with web, social, qualitative metrics

Integrated business and social tools to provide a seamless, self-service experience

Experience tailored based on audience context, behavior, and device of choice

Improved LOB authoring, user and social generated assets management

Understand the individuals in your market

Deliver exceptional service

Engage the individual in their community

Enhance the experience based on feedback

Clients create value with our Exceptional Web Experience Suites by engaging their customers and employees on their terms

Delighting the target audience by engaging them on their terms


IBM's is leading the way by delivering the industry's leading social business capabilities in the cloud

CLOUD MOBILE MULTIPLE


The deepest ecosystem and expertise in your industry

One of the largest social business ecosystems in the world with over 39,000 partners In the most important social software domains including

gamification, video, compliance, project management and mobility

Over 700 partners have business applications built on the social and portal platforms

Thousands of experts who understand your industry, your most critical business process with real experience serving leaders in your industry

We have the breadth Bringing new, cutting-edge capabilities

The platform of choice for partners

Expertise where it matters


Cutting edge social technologies from our partners that accelerate client value

Over

39,000 partners

Most

important software domains

Over 700 partners with

business applications

Thousands of experts

Proven IndustryLeader


Providing a full spectrum of social business consulting services via five integrated service lines

Strategy and Transformation Rethink your business strategy,

operations, workforce and technology to create new value.

Application Management Services

Improve the quality, performance, cycle time and cost effectiveness

of applications.

Business Analytics and OptimizationGather and apply trusted, relevant information to improve business outcomes.

Application Innovation ServicesEvolve and transform your business processes to gain competitive advantage and enter new markets.

Enterprise ApplicationsTransform business processes with an enterprise-wide solution

that optimizes performance and lowers costs.


Providing industry thought leadership and adoption strategies for success

Learn from Client Studies

Establish Business Strategy

Accelerate Business Adoption

Define Business Strategy


Getting starting: Accelerating the value from connecting people in and outside the organization with the Social Business Agenda

So

cial

Bu

sin

ess

Align Organizational Goals & Culture

Gain Social Trust

Engage through Experiences

Network Your Business Processes

Design for Reputation & Risk Management

Analyze Your Data


The Agenda Strategy Workshop provides the overall business linkage for successful social transformation

AGENDA Strategy

Workshop

Solution Workshop

Business Value Assessment (BVA)

What is my Social Business strategy?

What could or should we do with a social business solution?

What does the social business experience look like for us?

How can we financially justify our social business solution?

Can you show some part of the solution in my environment?

Value Alignment

Day-in-the-Life

Business Case/ROI


Thank you


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IBM Social business core story 01242013-black

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