Cloud forum 2011 s poulley keynote v10Presentation Transcript
Social Business in the Cloud Sean Poulley Vice President, IBM Social Business Cloud Get Social. Do Business.
A Social Business embraces networks of people to create business value Engaged Transparent Nimble Trust Security Compliance
IBM Defined Social Business
A social business solves business problems faster, smarter -- by deepening client relationships, driving operational effectiveness and optimizing their workforce
We defined this category in the market. We are the market leaders.
IBM created the category 4 years ago (Lotus Connections – 2007)
“ first-ever social software platform for business “
IBM brought it to the cloud 2 years ago (LotusLive - 2009)
IBM is driving the revolution of Social Business. 2B people use the internet. IBM sees Social Business as a 100B Opportunity
Driving New Markets and New Solution Spaces: Social Commerce, Web Analytics, Employee Sentiment Analysis.
IBM delivers social business today - to customers globally - large and small, across diverse industries
Signature Mortgage on becoming a social business
On a smarter planet the way people interact and what they know is changing The social data analytics opportunity will grow to 1 Zettabyte by 2011 The explosion of new information, when integrated, analyzed, and acted upon using new types of intelligence, and new tools enables Social Business Instrumented Smartphone shipments will outpace PCs by 2012 Interconnected Social networking accounts for 22% of all online time Intelligent
The disruptions leading to Social Business Analytics Cloud Social
Social Computing is More Than a Consumer Trend It's a fundamental shift in Business Computing
“ ...The key issue is organizational capital, that is, the management practices and cultural adjustments needed to enable the organization to deploy and take advantage of these new capabilities.” — Irving Wladawsky-Berger Departmental PC PC Internet Internet Social
Social analytics Key enabler of the next generation enterprise Understand in real time the social context of a business situation – what are people saying, doing? Discover/and engage with experts and information beyond team boundaries Filter information socially to stay informed easily and focus attention on the most important work Understand the true emergent structure of your organization based on how people actually communicate and work
Customers are moving to the cloud Using Software as a Service Neither Considering SaaS "IDC North American Cloud Survey" - Robert Mahowald, January 2011 'After email, with 58% saying they'd be using a cloud solution of some type in the next 24 months , overall collaboration was the second most important workload, with 48% saying they'd be looking to build out an internal cloud, or use a public solution.' IBM Collaboration Solutions Customer Study – North America 2010 Preferred SaaS Deployment Method
Retaining Customers A Priority “ A focus on customers at the top of the list is usual. This year, the "existing customers" imperative is a higher priority than "attracting new customers." Source: Gartner, Executive Advisory: CEO and Senior Executive Survey, 2011; Detail Report, 25 March 2011
Retaining customers is linked to increased profitability Acquiring new customers can cost 5x more than satisfying and retaining current customers 2% increase in customer retention has the same effect on profits as cutting costs by 10% 5% reduction in customer defection rate can increase profits by 25-125 %, depending on the industry 95% of standout organizations will focus more on “getting closer to the customer” over the next 5 years. – IBM CEO Study 2010 Standout organizations are 57% more likely to allow their people to use social and collaborative tools. – IBM CHRO Study 2010
Getting Started in Social Business Product & Service Development Marketing, Customer Service Deepen client relationships Drive operational effectiveness Workforce optimization Operations, Human Resources Traditional Business A Social Business 'Push' marketing via traditional channels Control over brand image and brand communication Builds trusted relationships and increases sales through relevant messages across all channels Drives brand advocacy through communities and dialog Invest in R&D Generate new ideas internally Test ideas in market Shares insights to generate break-through ideas and speeds time to market, gaining market insight and readiness Email and phone based communication Knowledge kept in silos Reaches out to professional networks to respond faster with business decisions to new opportunities, saving money Entry Point
Social Business Transforms The Customer And Employee Experience Peer to Peer Business to Employee Business to Business Business to Customer “ Exceptional Web Experience” “ Exceptional Work Experience” Employees interacting with self-forming, distributed teams (peers, customers, partners & suppliers), as a company overall (communities incorporating customers & partners around innovation) reducing the friction of work. Customers interacting with other customers and company representatives (efficiently, via social tools), with the company overall (driving brand awareness & revenue growth) Deepen client relationships Drive operational effectiveness Optimize your workforce
Social business in the Cloud Our strategy Files Meetings Events Chat Survey Forms Charts eMail Communities Activities My Network Expand the enterprise perimeter to the cloud Deliver new business value through seamless integration with your applications Simplify and improve business interactions inside and outside the enterprise
LotusLive Demo Brendan Crotty, Program Director, LotusLive Cloud Services Get Social. Do Business.
Robust Enterprise Security and Enterprise Integration
Integrates with your existing IT systems: directory, single sign-on
Secure data centers - physical and system security
Reliability, business continuity, disaster recovery
IBM policies that govern privacy, operations, separation of duty
Business controls and auditing
Classification, handling, routing & sharing of data
Open platform for application integration
Web 2.0 API
Hybrid solutions, yours with ours, ours with your, yours with 3rd parties
An Extensible Open Integration Platform Open Rest APIs and extension points make LotusLive a flexible SaaS platform Partners can integrate LotusLive services in their own applications Partner applications can be integrated into LotusLive Customers benefit from integrated collaborative business processes LotusLive Services IBM Content Communities Web Conferencing Network Files Activities Value Added Third Party Services APIs and Extension Points New Applications
LotusLive Partner Demo Brendan Crotty, Program Director, LotusLive Cloud Services Get Social. Do Business.
The infusion of social business capability in business processes Integrated Commerce Integrated Selling Integrated Doc Editing Integrated Logistics Integrated Scheduling Integrated Communications Integrated eSigning Integrated File Viewer
Customer Success Stories Get Social. Do Business.
Business value drives customer momentum Triple digit growth in NEW customer signings in 2010
Bumbu Desa Restaurant business embraces social business in the cloud Business challenge Indonesia restaurant chain with new locations expanding into Singapore and Malaysia. Growing from three branches five years ago to 38 branches in 2010, the different franchises of Bumbu Desa were having a hard time staying connected with one another. Solution Using IBM LotusLive Engage, employees across the franchises can now quickly share information regarding new menus, new ways to greet guests, and other restaurant related issues. For example, each Bumbu Desa franchise can now submit their daily sales reports to franchise headquarters via file sharing in LotusLive Engage, a method that was previously handled using fax or overnight mail. Benefits Essential collaboration tools, including Web conferencing, social networking, file storing and sharing, and instant messaging help ensure that employees across the different franchises have immediate access to a collaboration platform to easily communicate, share information and remain connected with one another. LotusLive's unique "guest account" model provides free-of-charge access of LotusLive to customers and other stakeholders such as cooks or food reviewers. Learn more about LotusLive Client Solution
Shriram Transport Finance Company Ltd. Transportation business moves to IBM cloud email for reliability and efficiency Business challenge India's largest commercial vehicle financing company needed a better way to communicate with its field sales force. The company has 484 office and services centers and more than 14,000 employees. Employees and sales reps found it challenging to do business with their clients and with one another. While some employees had access to email, the provider was often unreliable -- emails were lost and performance was low. Shriram needed an email solution that could accommodate rapid growth and perform with speed and consistency. Solution Shriram Transport Finance Shriram chose IBM LotusLive iNotes to provide all of its field sales reps with reliable, cost-effective and easy-to-use cloud email, which can be accessed on the road, at their desk and from their mobile devices. Benefits Provides essential mail, calendar and contact management so sales reps can now easily communicate with headquarters and can quickly get the latest sales and marketing information in order to more quickly finalize agreements with clients. Client Solution Learn more about LotusLive
IndiaFirst Life Insurance Insurance company reduces training costs with meetings in the cloud Business challenge IndiaFirst Life Insurance was struggling with high costs related to interoffice training. The company also lacked a platform for headquarters employees to collaborate with sales executives in the field, along with a platform for employees to have a free-flowing chat session to exchange ideas. To address these challenges, the company sought a new collaboration solution in the cloud. Solution IndiaFirst Life Insurance implemented the IBM LotusLive Meetings services to provide a platform to conduct sales trainings for new employees or refresher courses for its existing salesforce. The service also provides a platform for employees to interact with headquarters teams, including a chat capability to exchange ideas, facilitate discussions and drive innovation. Benefits Decrease training costs. Facilitate collaboration between marketing and sales teams to create a a more powerful sales engine. Hold top management meetings with all employees to explain the company’s strategy and communicate corporate policies. Client Solution Learn more about LotusLive
Lofotkraft Energy company connects staff, partners and vendors to build stronger ties Business challenge Lofotkraft is a regional energy company in Lofoten Islands, Norway. Lofotkraft needed a better way to communicate with branch offices and do business with partners and vendors outside the firewall – all while reducing IT complexity and cost. Solution Lofotkraft chose IBM LotusLive Engage to share files, manage projects, host meetings and instant message with partners, vendors and colleagues. Benefits LotusLive’s unique "guest account" model provides free-of-charge access to Lofotkraft’s partners and vendors – enabling all to collaborate on projects, share information and join online meetings. Reduction in confusing email threads and elimination of version control issues. Because all LotusLive services are integrated and available from a single dashboard in the IBM cloud, Lofotkraft and its partners can easily collaborate and meet anytime, anywhere – strengthening relationships. Client Solution Learn more about LotusLive
Roxanne Reynolds-Lair Chief Information Officer Fashion Institute of Design & Merchandising
Why IBM for social business in the cloud
IBM Delivers NEW business value
Connecting social and collaborative capabilities across all business processes
IBM delivers social solutions that connect you to people both inside and outside your company
Open Approach to innovate at the speed of the open Web
IBM deliver Social Business either on premises or in the cloud
Hybrid model for deployment
Expand the enterprise security & Integration to the cloud
IBM delivers Trust, Security. Compliance
Social Business Social businesses are engaged, transparent and nimble Deepen client relationships Drive operational effectiveness Workforce optimization Expand the enterprise perimeter to the cloud Deepen client relationships Drive operational effectiveness Optimize your workforce Get Social. Do Business.
Get Social. Do Business.
Simplicity. Growth. Profitability.
SugarCRM for LotusLive places social business capabilities into the hands of SugarCRM users
LotusLive is a social business platform that delivers cloud-based collaboration tools and social networking services
Sales, marketing, and support professionals can engage with their prospects and customers more efficiently, resulting in shortened sales cycles and increased customer satisfaction and loyalty
Advantage Open collaboration among employees and with external parties such as customers and partners Clients looking to increase customer retention, attract new customers and maintain competitive advantage Target Market +