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SAP: Empowering the Community to Listen: Community as Customer Service
 

SAP: Empowering the Community to Listen: Community as Customer Service

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  • Humanize the Brand. Dissolve Layers. Empower End Users
  • “While Wall Street is being rattled by a social revolution, Silicon Valley is being by transformed by another technology revolution — one that is taking the world from connected to hyperconnected and individuals from empowered to superempowered. It is the biggest leap forward in the I.T. revolution since the mainframe computer was replaced by desktops and the Web. It is going to change everything about how companies and societies operate. Leadership in a SOCIAL world has to be a mix of bottom-up and top-down. Leaders need to inspire, enable and empower everything coming up from below in a company or a social movement and then edit and sculpt it with a vision from above into a final product. “-One Country, Two Revolutions, Thomas Friedman, The New York Times, 10/22/11
  • “While Wall Street is being rattled by a social revolution, Silicon Valley is being by transformed by another technology revolution — one that is taking the world from connected to hyperconnected and individuals from empowered to superempowered. It is the biggest leap forward in the I.T. revolution since the mainframe computer was replaced by desktops and the Web. It is going to change everything about how companies and societies operate. Leadership in a SOCIAL world has to be a mix of bottom-up and top-down. Leaders need to inspire, enable and empower everything coming up from below in a company or a social movement and then edit and sculpt it with a vision from above into a final product. “-One Country, Two Revolutions, Thomas Friedman, The New York Times, 10/22/11
  • The size and scale of the community is huge: 1.2 million unique individual visitors each month 30,000 new members a month; 3,200 posts per day; 370 discussion forums; 8,500 active bloggers. 44 team members; 800 moderators; 100 SAP Mentors (small pictogram)“If everything seems under control, you’re not moving
  • Humanize the Brand. Dissolve Layers. Empower End Users
  • Humanize the Brand. Dissolve Layers. Empower End Users

SAP: Empowering the Community to Listen: Community as Customer Service SAP: Empowering the Community to Listen: Community as Customer Service Presentation Transcript

  • Empowering the Community to ListenCommunity as Customer ServiceGail Moody-ByrdSenior Director | SAP Community Network
  • SAP Today170,000customers53,000employees Trading Industries25 Consumer Industries Financial Servicesindustries Process Discrete Manufacturing Manufacturing1,200+ Publicpartners worldwide Services Services#1 Business Applications Analytic Applications Enterprise Mobile SME© 2011 SAP AG. All rights reserved. 2
  • Run BetterWe help organizations do what they do ... better© 2011 SAP AG. All rights reserved. 3
  • SAP Community NetworkEmpowering customers through connections Simple Advanced Powerful Information easy Social features Influential to find/share are core in/beyond SAP© 2011 SAP AG. All rights reserved. 4
  • “ A social media juggernaut… Real-time insights into customer needs… Results have been impressive… Everybody involved is more productive… Time needed to evaluate technology dramatically decreases… ”© 2011 SAP AG. All rights reserved. 5
  • Three Big Ideas: Community as Customer Service Advocacy Expertise Connections© 2011 SAP AG. All rights reserved. 6
  • A Revolution in How Companies Operate…“While Wall Street is being rattled by asocial revolution, Silicon Valley isbeing by transformed by anothertechnology revolution — one that istaking the world from connected tohyperconnected and individuals fromempowered to superempowered… It isgoing to change everything about howcompanies and societies operate.One Country, Two Revolutions, Thomas FriedmanThe New York Times, 10/22/11 ” © 2011 SAP AG. All rights reserved. 7
  • A Revolution in How Countries Govern…© 2011 SAP AG. All rights reserved. 8
  • Massive SAP Customer Service Tool- Many:Many 1.2M unique individual visitors each month 100 SAP Mentors 800 3,200 moderators posts per day 8,500 active bloggers 30,000 new members a month 44 team members“”If everything seems under control, you’re not moving fast enough.Anonymous© 2011 SAP AG. All rights reserved. 9
  • SAP Community : Enabling Customers to Self-Serve“SCN provides tangible benefits for customersto self-serve…helps me find people with the same problemsI have, learn from them…extends the number of folks I have available…achieve a lot through collaboration with othercustomers…can’t think of a better tool to keep me informed.…I don’t know of any other software company thathas such a great community online that supportspeople like this. ” © 2011 SAP AG. All rights reserved. 10
  • What Do Our Customers Get From Community?Trusted & Unbiased, Credible Highwith Integrity Quality Insights Advocacy Expertise Connections End to end customer experience; more successful customers = greater loyalty © 2011 SAP AG. All rights reserved. 11
  • Expertise: Credible High Quality InsightsSCN Gives You the Definitive Answer“I googled my question about Mobility on iPad 2. I can rely on SCN to have the mostknowledgeable answer. I could see word for word what needed to be done.Peggy Flowers, Senior IT, Business and Technology Services, Bayer ”“Just want to say thank you so much to SCN. I live there. Its my life, its my bread. Im theonly programmer in my company so I pretty much live there for answers. We get answersalmost immediately from SCN.Vyerah Yende, Multiquip ”“SCN is cool because it makes a difference. It makes a difference to us because we nowhave an extensive online source of tips, tricks, problems and solutions that we can drawon with a simple search.Graham Robinson, Yelcho Systems Consulting ” © 2011 SAP AG. All rights reserved. 12
  • Connections: More Successful Customers “ …got great assistance from others…a lot of positive feedback that helped me get started. Ralph Wood, Lockheed Martin ” “ …the community has helped me more than once in my career… KK Ramulty ” “ …achieve a lot through collaboration with other customers … Phil Gleadhall, Australia Post ”© 2011 SAP AG. All rights reserved. 13
  • Advocacy: Trusted & Unbiased, with Integrity…knowledgeable, passionate, committed and involved experts…Advocacy Marketing-free zone, no sales pitch, authentic Image with Jon ReedExpertise Respected authorities, trusted feedback Image withCulture Signals “SAP is open”; influence SAP and HassoChange impact decisions, driving force of change© 2011 SAP AG. All rights reserved. 14
  • Three Big Ideas: Community as Customer Service Advocacy Expertise Connections© 2011 SAP AG. All rights reserved. 15
  • SAP Empowers Customers Through Community Advocacy Expertise Connections© 2011 SAP AG. All rights reserved. 16
  • Thank You!scn.sap.comGail Moody-Byrd| Senior DirectorSAP Marketing@gailmoodyLinked In
  • © 2011 SAP AG. All rights reservedNo part of this publication may be reproduced or transmitted in any form or for any purpose Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystalwithout the express permission of SAP AG. The information contained herein may be Decisions, Web Intelligence, Xcelsius, and other Business Objects products and serviceschanged without prior notice. mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.Some software products marketed by SAP AG and its distributors contain proprietarysoftware components of other software vendors. Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks orMicrosoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft registered trademarks of Sybase, Inc. Sybase is an SAP company.Corporation.IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, All other product and service names mentioned are the trademarks of their respectiveSystem z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, companies. Data contained in this document serves informational purposes only. Nationalz/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, product specifications may vary.PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, The information in this document is proprietary to SAP. No part of this document may beOpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, reproduced, copied, or transmitted in any form or for any purpose without the express priorRETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, written permission of SAP AG.Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered This document is a preliminary version and not subject to your license agreement or anytrademarks of IBM Corporation. other agreement with SAP. This document contains only intendedLinux is the registered trademark of Linus Torvalds in the U.S. and other countries. strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/orAdobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or development. Please note that this document is subject to change and may be changed byregistered trademarks of Adobe Systems Incorporated in the United States and/or other SAP at any time without notice.countries.Oracle is a registered trademark of Oracle Corporation. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other itemsUNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. contained within this material. This document is provided without a warranty of anyCitrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are kind, either express or implied, including but not limited to the implied warranties oftrademarks or registered trademarks of Citrix Systems, Inc. merchantability, fitness for a particular purpose, or non-infringement.HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World SAP shall have no liability for damages of any kind including without limitationWide Web Consortium, Massachusetts Institute of Technology. direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.Java is a registered trademark of Sun Microsystems, Inc. The statutory liability for personal injury and defective products is not affected. SAP has noJavaScript is a registered trademark of Sun Microsystems, Inc., used under license for control over the information that you may access through the use of hot links contained intechnology invented and implemented by Netscape. these materials and does not endorse your use of third-party Web pages nor provide anySAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, warranty whatsoever relating to third-party Web pages.StreamWork, and other SAP products and services mentioned herein as well as theirrespective logos are trademarks or registered trademarks of SAP AG in Germany and othercountries. © 2011 SAP AG. All rights reserved. 18