IBM Social Business Strategy by Robert Blatnik, BG, IBM Connections event
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Transcript of IBM Social Business Strategy by Robert Blatnik, BG, IBM Connections event
© 2012 IBM Corporation
IBM Social Business StrategyIBM Collaboration Solutions: Create Exceptional Experiences
December 2012
© 2012 IBM Corporation 2
Facebook Adoption Bulgaria
●Ranked #57 worldwide on socialbakers (date Dec 1st 2012)✔ Compared to the country's population - 34.43%✔ In relation to number of Internet users – 71.04% ✔ The total number of FB users - 2,461,160
TOP 5 brandsCompany Users ✔ Koketna 262,444 ✔ Milka Bul 244,569✔ Шопинг терапия!* 188,398✔ Grabo.bg 183,235✔ Kolektiva Bulgaria 155,189✔*Retail therapy!
http://www.socialbakers.com/facebook-statistics/bulgaria
TOP 5 MEDIA BrandsCompany Users ✔ Лятo 302,980 ✔ BULGARIABOOK.com 220,396✔ BTV 163,579✔ Voice Radio/TV Bul 114,950✔ Radio Fresh! 107,009
© 2012 IBM Corporation
3
Social Business Hierarchy of Needs & IBM Solutions
Source: Alinean, Inc.Tom Pisello ; The Hierarchy of Social Business January 2011
> 2M - Self Profiled Consumers 62% of fans “like” a company for discounts
Tier 4 - Interacting with the user base is crucial for a successful social Tier 4 - Interacting with the user base is crucial for a successful social media campaign. media campaign. Externally & InternallyExternally & Internally
Tier 3 Monitoring – Actively listen to user community for campaign Tier 3 Monitoring – Actively listen to user community for campaign effectiveness, intelligence, trends, incidents, issueseffectiveness, intelligence, trends, incidents, issues
Tier 2: Campaigns – Promotional “push” via social media channelsTier 2: Campaigns – Promotional “push” via social media channels
Tier 1: Content – A great contentTier 1: Content – A great content
strategy and deliverablesstrategy and deliverables Web Content Manager
Unica
IBM Connections
UCC &IBM Connections
Integration
Integration
Measure
MeasureWebSphere Porta
l
WebSphere Portal
Coremetrics
Coremetrics
It is all about how to generate ЛЕВ out of people who “like” you!
© 2012 IBM Corporation
Source: Alinean, Inc.Tom Pisello ; The Hierarchy of Social Business: January 2011
Credit Card
Automobile
LoanHome Loan
Banking Business Scenario
Initial Customer Acquisition - Social MediaFull Customer Life-cycle
Collaboration Across Silos
Social Business – Organizational
Breaking down organizational silos Transparent Nimble Engaged
© 2012 IBM Corporation
Source 1: 2012 IBM CEO study: Q24 “What do you see as the key sources of sustained economic value in your organization?”Source 2: SHRM Human Capital Benchmarking Database, 2011
Products / services innovation
Human capital
Customer relationships
Brand(s)
Business model innovation
Technology
Key sources of sustained economic value1
...CEOs face significant workforce challenges.
The average turnover in the US per fiscal year.
Total costs of replacement can reach 200% of an employee’s annual salary.2
Human capital is the leading cited source of economic value, but...
71%66%
52%
43%
33%
30%
CEOs understand that they need to more effectively leverage their human capital to create competitive advantage
© 2012 IBM Corporation
Our focus is help clients improve their core business operations by creating social networks of expertise that leverage analytics and act on insights to improve business processes
Source: 2012 McKinsey Global Institute: The social economy: Unlocking value and productivity through social technologies
Customer ServiceAchieved 110M in annual saving by leveraging social capabilities to support clients.(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)
ROI is created when social and analytics are applied to transform business processes
© 2012 IBM Corporation
Social Networking
ContentManagementAnalytics Web
Experience
IBM Platform for Social Business, delivering the technology required to drive business process transformation
8 © 2012 IBM Corporation
The way people work isn't working ...
● Mountains of information● e-Mail and task overload● Too many applications● Untapped expertise
Challenges & opportunities in e-business to social business transformation
9 © 2012 IBM Corporation
1) Source: “How smartphones and tablets are adding two hours to our working day”, Mail Onlne, Sep 24, 2012 http://www.dailymail.co.uk/sciencetech/article-2225325/Smartphones-tablets-add-TWO-HOURS-working-day.html
The way people work isn't working ...
● Mountains of information● e-Mail and task overload● Too many applications● Untapped expertise
e-Mail and businessapps are culprits …
● Office workers spend > ¼ of their day dealing with email(1)
● Can't easily share:● Group conversations● Documents● Project management● Notifications
Challenges & opportunities in e-business to social business transformation
10 © 2012 IBM Corporation
● Workers expect same interactions through social tools at work as in their personal lives
● Social technologies could improve workers productivity by 20-25%(2)
1) Source: “How smartphones and tablets are adding two hours to our working day”, Mail Onlne, Sep 24, 2012 http://www.dailymail.co.uk/sciencetech/article-2225325/Smartphones-tablets-add-TWO-HOURS-working-day.html
2) Source: “The Social Economy: Unlocking value and productivity through social technologies”, McKinsey Global Institute, July 2012
The way people work isn't working ...
● Mountains of information● e-Mail and task overload● Too many applications● Untapped expertise
e-Mail and businessapps are culprits …
● Office workers spend > ¼ of their day dealing with email(1)
● Can't easily share:● Group conversations● Documents● Project management● Notifications
… and must adapt to a social world !
Challenges & opportunities in e-business to social business transformation
© 2012 IBM Corporation
(1)Source: "The Social Workplace: Rethinking Communication and Collaboration in the Age of Social Networks": Portals, Content & Collaboration Summit, March 12-14, 2012 at Gaylord Palms in Orlando, FL.
Email will live on because it does certain tasks much better than other social collaboration tools(1)
© 2012 IBM Corporation
Messaging and applications stay relevant by becoming social andtransforming business processes through integration
● Unify messaging and other business applications to reduce context switching
● Free your email, calendar, to do and other messaging and collaboration from the application
● Open standards make it possible: OpenSocial, OAuth, SAML, Xpages, HTML5...
“Very soon, you won't be able to see email and social networking separate. Email will not die, it will in fact have more flavour and will be more integrated."
-- Neha Gupta, senior research analyst, Gartner
© 2012 IBM Corporation
IBM Leadership in Messaging and Collaboration today
1)Source: “Worldwide email applications 2011 vendor shares”, IDC June 2012
YOU ARE ENTITLED FOR SOCIALFiles and Profiles capabilities from IBM Connection.
TAKE THE BENEFIT!!!!
© 2012 IBM Corporation
...and we continue that evolution:IBM Notes and Domino Social Edition – planned for 1Q 2013
Create a more effective workforce by deeply integrating social and business info to engage expertise, share and gather information, and improve decisions
✔ Provides modern, in-context social collaboration capabilities✔ Activity stream: view and take action quickly on content and
events from business apps and social collaboration✔ Embedded Experience: access business critical app actions✔ Application Development: Easier and faster than ever✔ Domino integration: SAML, Oauth ✔ Contemporary user interface, simpler navigation, easier to
locate information in Notes / iNotes✔ IBM Notes Browser plugin ✔ Traveler: Windows Phone 7.5/8; Blackberry, iPhone✔ BES 10 support; IBM i-Server
© 2012 IBM Corporation
Smarter WorkforceAttract and develop the right skills to build the right teams, for the right projects, the first time.
Up to 25% increase in the productivity of knowledge workers
Up to 60% increase margins in industries such as consumer packaged goods
For business leaders: Attract, retain, engage, and continuously optimize use of workforce investments by transforming front office processes across sales, customer service, operations and R&D.
For employees: Getting the relevant knowledge, insights and expertise when they need it, to:
resolve problems before they arise to improve customer service
drive innovation to bring products to market faster increase sales by building new skills engage with the right experts to address your needs build the right teams, for the right projects, the first time
Source: 2012 McKinsey Global Institute: The social economy: Unlocking value and productivity through social technologies
A Smarter Workforce enables people centric business transformation that delivers real ROI
© 2012 IBM Corporation
Leveraging Social Business technology enables System of Engagement solutions for business transformation
© 2012 IBM Corporation
Leaders in every industry are leveraging social business technologyto disrupt their industries and create competitive advantage
activate the workforceImprove productivity and unleashinnovation by tapping into thecollective intelligence inside andoutside their organizations
delight customersIncrease loyalty, advocacy, and revenueby listening, analyzing, and acting uponnew insights to anticipate individualcustomers needs
create a smarter workforce
create exceptional customer experiences
“When the right people engage with the right community, they can change the way business works”
“When customers are engaged on their own terms, you create more than a sale, you create an advocate”
social business: from liking to leading
© 2012 IBM Corporation
Using analytics to anticipate and resolve problems before issuesarise in customer service 72% of CEOs cite the need to improve their understanding of customers. 3
Sales per agent can increase by as much as 12%.2
Accelerating innovation to deliver better products faster In software, the top programmers write
10 times the code of average performers.2
Companies can develop & bring new products to market in 1/3 time.4
Improving sales skills and matching the right people to close more deals Top 10% of sellers often generate 30-50% of a company's revenue.2
Sales manager revenue can increase by 40% and improve efficiency by up to 500%.1 Source 1: VCC case study, Source 2: Bersin Report - The Science of Fit
Source 3: 2012 IBM CEO Study, Source 4: Cemex case study
The primary objective of creating a smarter workforce is to generate shareholder value
© 2012 IBM Corporation
Leaders in every industry are leveraging Social Business technology to disrupt their industries and create competitive advantage
© 2012 IBM Corporation
81% received product purchaseadvice from friends and followers through a social site3
By 2014, 50% of all employed people will be
Millennials4
5 seconds:Time to engage customer before they leave web siteand 30% of customers leave.40% don’t return1
The global mobile worker population will increase to
1.3 billion in 20155
Customers buying on tablet computers have
2% higher conversion rates and 20% larger order size2
Highly engaged employees are
87% less likely to leave their organizations than highly disengaged employees 6
Source: 1 ”When Seconds Count”, Aug 2010, Equation Research, 2 “Tablets: Ultimate Buying Machines”, Sept 28, 2011, Wall Street Journal, 3 Click Z, Jan 2010, 4 Millennials: “We R Who We R”, Feb 5, 2011, Millennial Marketing, 5 IDC, Worldwide Mobile Worker Population 2011-2015 Forecast, doc #232073, December 2011 6 Independent Study by The Corporate Executive Board, 2004
Success increasingly depends on creating and delivering exceptional web experiences for customers and employees
© 2012 IBM Corporation
Activity Stream Embedded Experiences
EverythingSocial
What’s New in IBM Connections 4
Be ready to act with up-to-the-minute in-context views of critical activity in your network
Take action – respond to postings, answer email, check your calendar, update your status, share a file wherever you are in Connections
Extend your reach using hashtags, pictures, likes, reposts
Support Social Business with open framework for integrating business applications into Activity Stream
Engaging mobile apps that work the way you want to –magazine style, activity streams, document editing, and more
Gain insight and drive vitality with Community metrics
© 2012 IBM Corporation
Sametime Mobile MeetingsNew Sametime Mobile Chat/IM client
IBM Connections – New App
Many New Security and App Management Features Partial wipe, Full Wipe, Data Loss Prevention
IBM Docs for Mobile Preview for iPad
Enable Mobile Social Business SolutionsMobile apps and multi channel web sitesNew Worklight free entitlement for WebSphere Portal
Mobile EverywhereMobile...mobile...mobile
© 2012 IBM Corporation
Gartner Magic Quadrant for Social Software in the
Workplace, Aug 2012
Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchandiseability or fitness for a particular purpose.
Social Networking
ContentManagementAnalytics Web
Experience
… for each of the four underpinning elements of the IBM Platform for Social Business, IBM is in the leader's quadrant in the Gartner Magic Quadrants
Gartner Magic Quadrantfor Business Intelligence
Platforms, Feb 2012
Gartner Magic Quadrant for Enterprise Content Management, Oct 2012
Gartner Magic Quadrant for Horizontal Portals,
Sep 2012
Recognized ICS Leadership …
© 2012 IBM Corporation
Leading social business in three dimensions
Dynamic outcomes for our clients
Differentiated social business engagement platform
Deep ecosystem and industry expertise
✔ Market Leader in Social Software Platforms, ranked #1, for three years running1
Bringing to market new, cutting-edge capabilities, including, gamification, video, compliance, project management and mobility
of the world’s Fortune 100 companies
Working with more than
IBM continues to be the partner of choice for social business leaders
Source 1: Source: IDC: Number 1 position from 2009-2011, IDC Worldwide Enterprise Social Software 2011 Vendor Shares, doc #235273, June 2012.
© 2012 IBM Corporation
Why IBM ?
© 2012 IBM Corporation
Ironically, people are talking again: … like social media has humanized the relationship between employees, where email did not....
They find experts faster and more efficiently ...
Employees share a lot more information – “It’s Culture Changing”: … Employees now better understand the organization’s mission and the projects that support it.
One place where knowledge and people can connect …
The Power of the crowd …
Executives are more accessible ... “My team knows if they want to have a quick answer for me then they post something on my board and then usually within a few hours they get a response.” … question and answer become more visible and searchable …
Kurt De Ruwe, CIO, Bayer Material Science
How this CIO Helped Bayer Become Social … http://www.forbes.com/sites/markfidelman/2012/05/28/how-this-cio-helped-bayer-become-social/
© 2012 IBM Corporation
Thank you !
© 2012 IBM Corporation
Legal Disclaimer© IBM Corporation 2012. All Rights Reserved.
The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.
All references to presented reference refer to a fictitious company and are used for illustration purposes only.