Social business a shiny object or a golden ticket
-
Upload
craig-broadbent -
Category
Documents
-
view
153 -
download
0
description
Transcript of Social business a shiny object or a golden ticket
![Page 1: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/1.jpg)
Copyright © OpenText Corporation. All rights reserved.
#otew2012
Social Business: A Shiny Object or Your Golden Ticket!
Kimberly Edwards,Senior Product Marketing Manager @kimberlyedwards
![Page 2: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/2.jpg)
Let’s Connect!
@kimberlyedwards#OTEW2012
#CEM
![Page 3: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/3.jpg)
What are we going to talk about
OpenText’s social media philosophy
Applying social business externally
OpenText use case
Applying social business internally
Delivering a social business framework
Q&A
3
![Page 4: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/4.jpg)
4
Shiny Object or Golden Ticket?
![Page 5: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/5.jpg)
There is no Magical Pill!
“Success will follow integration, proper planning and execution of a plan that aligns with your business goals…”
Social Business: It’s NOT about the Next Big Thing! By: Pam Moore
![Page 6: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/6.jpg)
2
Social media is not a strategy, it should support a strategy
Customer Support
Marketing Strategy
Product Development
Knowledge Management
Our social media philosophy
![Page 7: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/7.jpg)
Social Media: applicable to one or multiple business processes
Source: Dachis Group
![Page 8: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/8.jpg)
Social Business: illustrated
![Page 9: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/9.jpg)
Tapping into the collective intelligence in the Enterprise to develop new ideas and solutions for increased profitability and growth.
![Page 10: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/10.jpg)
Breaking down the silos to encourage and equip collaborative decision-making across the Enterprise.
![Page 11: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/11.jpg)
Inspiring a better way to work by moving the monologues in emails to dialogues in a community setting.
![Page 12: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/12.jpg)
Shifting the communication method from top down to many to many, facilitating more participative and collaborative communications.
![Page 13: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/13.jpg)
Connecting teams and their skills on a global scale to improve and enhance collaborative business relationships.
![Page 14: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/14.jpg)
Creating a system of engagement to increase value and adoption, tied to a system of record that is secure and governed.
![Page 15: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/15.jpg)
Facebook for the Enterprise?
17
![Page 16: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/16.jpg)
Call to Action:Apply Social Media to the Enterprise Externally
http://mashable.com/2009/06/30/social-media-enterprise/ 5
![Page 17: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/17.jpg)
Research and Learn about Your Customers
6
![Page 18: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/18.jpg)
*Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive 7
When customers experience problems attempting to conduct an online transaction, 78% share their experience with others*
![Page 19: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/19.jpg)
74% said when they read a negative comment online, it influences their likelihood to do business with the company*
*Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive 8
![Page 20: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/20.jpg)
React
Respond
Monitor
Image owned by DreamWorks
![Page 21: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/21.jpg)
Create Communities to Foster Relationships
9
![Page 22: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/22.jpg)
Build a Reputation of Expertise
10
![Page 23: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/23.jpg)
Ramp up Your Networking
11
![Page 24: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/24.jpg)
Learn from Others
12
![Page 25: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/25.jpg)
It’s not enough for customers to follow or friend a brand. They want to experience the brand through open conversation.
Create New Channels for Conversation
13
![Page 26: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/26.jpg)
External Use Case Examples
14
![Page 27: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/27.jpg)
Giving Customers a Voice
http://www.opentext.com/2/global/sso_download_open?docpath=/corporate/customer/casestudy/qad-1209-en.pdf15
![Page 28: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/28.jpg)
Encouraging Participation and Cultivating Communities
16
![Page 29: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/29.jpg)
Call to Action:Apply Social Media to the Enterprise Internally
17
![Page 30: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/30.jpg)
Build Connections and Create a Network
19
![Page 31: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/31.jpg)
Enable Conversations
20
![Page 32: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/32.jpg)
Encourage Transparency
![Page 33: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/33.jpg)
Enable Teams to Work Together
![Page 34: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/34.jpg)
Cultivate Communities
22
![Page 35: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/35.jpg)
Create and Innovate Collectively
24
![Page 36: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/36.jpg)
Converse and share with your Customers
25
![Page 37: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/37.jpg)
Social Media Risk vs. Rewards
Recent research by IronMountain revealed that as many as 74% of businesses have banned social media.
34
![Page 38: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/38.jpg)
Social Compliance
33
![Page 39: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/39.jpg)
Social Compliance – Records Mgmt & Archival
35
![Page 40: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/40.jpg)
Can I measure Social
Business?
Copyright © OpenText Corporation 2011. All rights reserved.
![Page 41: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/41.jpg)
What KPIs are impacted by Social Business?
Slide 43
Time to Market for New and Improved Products and ServicesTalent Retention PercentageReturn on Capital Employed (margin)Sales, General and Admin Expenses as a Percentage of Revenue.Percentage of IT Contribution to Return on Total Assets
Idea Conversion RateEngagement to Effectiveness RatioPercentage of KPIs that are green (within set goals)Percentage of KPIs improved compared to the previous measurementPercentage of KPI improvement compared to the previous measurement
At the Enterprise Leadership Level…
Engage the OpenText Value Engineering Team for help building a Social Business Case
![Page 42: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/42.jpg)
Measuring it’s Use: Social Analytics
![Page 43: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/43.jpg)
Drill Down Reports
Slide 45
Ability for business users to drill into report data to obtain more detailed information.
![Page 44: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/44.jpg)
OpenText Leveraging Social Collaboration
46
![Page 45: Social business a shiny object or a golden ticket](https://reader035.fdocuments.in/reader035/viewer/2022062617/54b76cd24a79592a448b4575/html5/thumbnails/45.jpg)
Questions
Kimberly EdwardsSenior Product Marketing ManagerEmail: [email protected] @kimberlyedwards
Visit our website.
Connect with us