Webinar: Social Summer School - Driving Real Social Business Performance
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Webinar: Social Summer School - Driving Real Social Business Performance

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Moxie Software and Dion Hinchcliffe

Moxie Software and Dion Hinchcliffe

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    Webinar: Social Summer School - Driving Real Social Business Performance Webinar: Social Summer School - Driving Real Social Business Performance Presentation Transcript

    • Social Summer School Driving Real Social Business PerformanceThank you for joining us. We will begin promptlyat 1:00pm ET / 10:00am PT.To hear the audio, you will need to use WebEx audio– receive a call back or dial-in options available.All lines are muted. Please use the Chat panel orTwitter for questions.
    • Welcome• Thank you for joining today! Speaker• Submit questions via the WebEx Chat panel & Twitter - @moxiesoft & @dhinchcliffe Dion Hinchcliffe EVP of Strategy Dachis Group• Session will be recorded and sent to attendees with presentation
    • Introduction Spring 2012 - Dion Hinchcliffe - ZDNet’s Enterprise Web 2.0 - http://blogs.zdnet.com/Hinchcliffe - ebizQ’s Next-Generation Enterprises - http://www.ebizq.net/blogs/enterprise -- EVP of Strategy http://dachisgroup.com - mailto:dion.hinchcliffe@dachisgroup.com - : @dhinchcliffe® 2012 Dachis Group 3
    • Dachis Group Social Business by Design • Published May, 2012 • From John Wiley & Sons • The definitive management strategy guide and handbook on social business. • Based on real-world experience. • The most complete and business-focused statement on what social business is and why it’s strategically vital. • Recently #1 in Amazon’s Hot New Releases • Companion Web site athttp://socialbusinessbydesign.com(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 4
    • Dachis Group State of the Art in Social Business • Efforts are more strategic and Strategic Business growing faster than ever before Communities • Virtually all data continue to show sustained real-world benefits (McKinsey, IBM, Frost and Sullivan, AIIM) • Everything is becoming social: Social features are appearing in virtually all new user experiences • There continues to be considerable confusion about who “owns” social in the organization • The predicted social data explosion: It happened • Mining insight from social data has now become a major industry (#bigdata, #analytics) • The blur between internal and external social business has not progressed as far as many thought • The first serious talk about open social business standards has begun(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 5
    • Dachis Group Other Key Social Business Trends for 2012 social analytics and BI better integrated social business processes more budget enterprise-level organization Social Business move to mobile for social business internal external blurring begins but social apps does not widely occur community management becomes strategic(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 6
    • Social Business Summit 2011 Singapore | High-Impact Social Business The 50 Foot Collaboration Rule • Workers are not likely to collaborate very often if they are more than 50 feet apart: Take Away: Surmounting this obstacle is finally • Even with traditional electronic aids such as possible with social telephone, e-mail, and technologies remote video(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved. 7
    • 3 Recent Large-Scale Examples® 2012 Dachis Group 8
    • Dachis Group(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group 30K Enterprise 2.0 Story 25K Go/No Go Stand-Alone Decision for Solution Global Launch 20K Acquired Owners Board Member Sponsor 15K Concept Pilot Launch 10K connect.BASF First Conceived Expert 5K by Internal Think Interdisciplinary Communities & Tank Team Launch Advocates User Involvement Communication Base 2007 2008 2009 2010 2011(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group ‘s End-to-End Social Business Effort Burberry CEO Angela Ahrendts Explores Their Social Enterprise Vision With Salesforce CEO Marc Benioff at Dreamforce 2011 Stats: 6,600+ Workers | 10M+ Facebook Fans | 15,000 Partners(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group The Burberry Lesson • Social business leads to better connection between workers and customers • New types of sustained connections that result in business value • Wall Street analysts credit the fashion firm’s social media strategy for a major rise in profit 21% Increase To The Bottom Line(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Looking at the data® 2012 Dachis Group 13
    • Dachis Group Types of Business Gains Possible with Enterprise Social Media Self-Reported Average Industry Improvements From Large Organizations 25-30% faster access to expertise 10-20% reduction in 30% faster customer care Increased Productivity Revenue Creation travel and processes communication costs Overcoming Shorter distance and external time zone support barriers to cycles 10-15% reduction in collaboration 18% higher customer communication costs satisfaction 10% decrease in Self- 10% higher customer operational costs Faster Increased service location of customer loyalty content experts sharing satisfaction & More Better retention rapid new business hire decisions ramp-up Improved connections Less time between spent departments Improved 15% increase in 20-30% increase in looking for and internal global sales successful innovations & access to expertise information teams processe s ideas 30% increase in speed Cost Reduction Connected Culture 10% increased revenue of access to knowledge 35% increase in collaboration 20% lower communication costsSource: Synthesis of McKinsey, Dachis Group, and other social business benefits data. (cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 14
    • Dachis Group Fully social organizations get outsized benefits Source: 2011 McKinsey Web 2.0 Survey(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 15
    • Dachis GroupThe Lesson: Social business is... part of a single continuum... one unified ecosystem customers + world business partners Social Innovation Crowdsourcing workers Social Marketing Social CRM Customer Communities Enterprise 2.0 (cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 16
    • Social isn’t happening in a vacuum • Major forces of change co-exist • Many of these significantly impact social® 2012 Dachis Group 17
    • Dachis Group The good news: Technology and productivity(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 18
    • Dachis Group But is this coming from technology investments?(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 19
    • Dachis Group Who is currently leading innovation?(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 20
    • Dachis Group •Yet 60% of CIOs believe they should be driving growth and productivity. Source: Deloitte Survey, 2011(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 21
    • Dachis Group But technology change is happening faster today than ever before • A tsunami of new mobile devices and technologies • A pervasive wave of social media • The rumbles of cloud computing and SaaS • The shift to DIY • A flood of Big Data(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 22
    • Dachis Group A perfect storm of change(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 23
    • Dachis GroupHappening almost all at once(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 24
    • Dachis Group Key data point #1: Mobile • Smart mobile devices outshipped PCs in early 2011 • Tablets are expected to on par with PCs by 2015 • Smart mobility strategies (particularly the iPad) have now become a top priority of most Fortune 500 CIOs • Global mobile data going geometric is going to be the largest challenge to growth and use • App stores are creating all new conduits between IT suppliers and workers(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 25
    • Dachis Group Mobile Internet Ramping Up Faster Than Desktop Internet by 5x Source: Mary Meeker, Morgan Stanley Social must be mobile(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group Key data point #2• Social is now the The Adoption Rates of E-mail, Social Networks, and E2.0 dominant form of Internet 1B 100% communication on projected the planet 750M 75% Global Users Enterprises Percent of• Enterprises are 2-4 years behind the rest of the world. 50% 500M• Yet data shows 25% that revenue of 250M social businesses is 24% higher on 2006 2007 2008 2009 2010 2011 average. Consumer Profitability is Social Networks E-mail Enterprise 2.0 better too. comScore, Hitwise, and The Radicati Group, Forrester, APC, Sources:- Source: McKinsey Intellicom, Neilsen Norman Group, Social Business Council, NetStrategy/JMC and Frost & Sullivan(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 27
    • Dachis Group Social + data analytics = business intelligence(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis GroupWhat a social business ecosystem looks like • Complete view of internal and external social media • Analytics and visualization of vital trends and events • Automated evaluation and prioritization of strategy & policy issues Big • Operational pipeline Data Listen & • Business Analyze objectives • Social business “rules of the road” • Social media Social Innovation policy Social Marketing • Structural and Guide Guide process reforms Strategy • Transformational Social CRM and roadmap Social Workforce Policy Crowdsourcing The World Social Business • Manage, support, and Community cultivate the participative aspects of social media- Management Engage based business solutions, both internal and external • Interact with customers, business partners, and workers to help and guide Feedback Loop them towards useful and virtuous cycle business outcomes(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved.
    • How to become a social business(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved. 30
    • Dachis Group Focus on the major social business styles • LG and Nissan • Procter & Gamble Social Innovation • Intuit & SAP Social Marketing • BASF, Wells Fargo • Innocentive Social CRM Social Workforce Crowdsourcing Enterprise World(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group Reconcile existing IT with new social IT(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group Organize for social business • CMO? • Corporate Communications? • Human Resources? • IT Dept? • Where then? • Social Business Office • “Triumvirate”(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group Climb the maturity curve(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group Prepare the foundation for governance and management(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group Engage the process and people of the whole organization into a social workstream(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group What does all this mean? What do I do? • Enable observable work • Build customer, partner, and worker communities • Social product development and customer care • Solve problems involving long-standing communication and collaboration issues • Build social capital for the enterprise • Put social into the flow of work • Two words: Social intranet • Organize more strategically for social business transformation while getting quick wins(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis Group(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • Dachis GroupDesigning a Social Business Capability: A Real Example(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved.
    • The underlying principles of social business(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved. 40
    • Dachis Group Examples: FoldIt, YouTub MTurk Tenet #1: Anyone can participate.(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 41
    • Dachis Group Examples: Open source, Intuit, SAP Tenet #2: Create shared value by default.(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 42
    • Dachis Group Examples: reCAPTCHA, Chevy Apprentice, MSDN Tenet #3: While participation is self- organizing, the focus is on business outcomes.(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 43
    • Dachis Group Examples: Crash The Superbowl, HBO True Blood Large Scale Social Experience Tenet #4: Enlist a large enough community to derive the desired result.(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 44
    • Dachis Group Examples: MEC, Threadless, Toyota Brake Crises Tenet #5: Engage the right community for the business purpose.(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 45
    • Dachis Group Turnaround possible when correct community identified(cc) 2012 Dachis Group. Creative Commons. Some Rights Reserved. 46
    • Dachis Group Key Success Factors • Everyone must be able to participate • Turn on network effects by default • Cultivate the right communities • Plan for change and the unexpected • Remove barriers to participation • Listen, analyze, and engage continuously • Integrate social into the flow of work(cc) 2011 Dachis Group. Creative Commons. Some Rights Reserved.
    • May 2012Thank you
    • Thank You• Questions: • WebEx Chat Panel • Twitter: @moxiesoft & @dhinchcliffe• Session recording and presentation will be sent via email• Contact Us: • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com