Getting to Business Value Webinar

Getting to Business Value June 19, 2012 — 10:00 am PDT" #yamvalue @yammer!

Speakers! Sam Loveland" VP of Worldwide Customer Engagement! Rob Koplowitz" VP, Principal Analyst! Deb Medsker" SVP, Global Knowledge Management! Kathleen Rouse" Enterprise Application Manager! #yamvalue @yammer!

Table of Contents!›  Yammer Customer Success Services!›  The Business Value of Enterprise Social Networking!›  Humanizing Global Connectivity @ SMG!›  The Manhattan Associates Yammer Story!›  Panel Discussion / Audience Q&A! #yamvalue @yammer!

The Customer Success Mission! Customer" Solution" Success" Support" Training" Engineers" Managers" CUSTOMER ENGAGEMENT TEAMS! Maximize customer value by ensuring they adopt and engage Yammer in their daily work lives, secure and grow every renewal, and work as one team across Sales, Customer Engagement and Product! #yamvalue @yammer!

Being successful means changing how your work!›  Yammer enables your most valuable assets – your people! How is this›  Being successful means helping my People are making the most of this signing up!" business?" new way  of working! Adoption Business Metrics"›  The transformation is a Metrics" journey!›  Need to put metrics where you might not Engagement Metrics" have tracked before! People are having conversations!!" #yamvalue @yammer!

A proven method of identifying and delivering value!›  Models for measuring adoption maturity and network health!›  Metrics and measures to support analysis of progress!›  Tying it back to organization initiatives! Deﬁne Key Project Deﬁne the Gain Buy-In" Metrics and Business Vision "" Measures" Value" #yamvalue @yammer!

Five big drivers of this shift§  Consumerization§  Downsizing of workforce –  Global recession –  Baby-boom retirement§  Smartphones always connected§  Cloud-based services§  Geographic spread #yamvalue @yammer!8 © 2011 Forrester Research, Inc. Reproduction Prohibited

It’s not a generational issue, it’s about business value 1% 38% 35% 26% Seniors Baby Boomers Gen Xers Gen Yersb. 1920-1945 b. 1946-1965 b. 1966-1979 b. 1980-2000 Base: 1,382 US information workers who use social software at least monthly Source: Forrester’s Q2 2011 Workforce Technology And Engagement Online Survey #yamvalue @yammer!9 © 2011 Forrester Research, Inc. Reproduction Prohibited

It’s a business issue Social software users are: Managers, directors, or executives (49%) Well compensated (52% make more than $60K a year) Late workers (Average 43.53 hrs/week & average 6.91 hrs working outside the office) Source: Forrester’s Q2 2011 Workforce Technology And Engagement Online Survey #yamvalue @yammer!10 © 2011 Forrester Research, Inc. Reproduction Prohibited

Drive pervasive adoption §  Workers voluntarily adopt when they see value and Executive Support low barriers (high usability) §  Let the community drive the initiative Business Value §  A jam can help drive three levels of support Groundswell of Adoption #yamvalue @yammer!11 © 2011 Forrester Research, Inc. Reproduction Prohibited

Make it actionable §  Funding is just the start §  Ensure that executives are Executive Support ready to participate §  Disruption is the goal not an annoyance Business Value §  Expect pressure on some organizational structure Groundswell of Adoption §  Prepare then to be uncomfortable at first §  But, it gets better #yamvalue @yammer!12 © 2011 Forrester Research, Inc. Reproduction Prohibited

Demonstrate measurable business value §  Identify motivated business leaders as partners Executive Support §  Look for discrete business value §  Build a model to measure Business Value value §  Keep a running tally of wins, big and small Groundswell of Adoption #yamvalue @yammer!13 © 2011 Forrester Research, Inc. Reproduction Prohibited

A typical sales process Identify Identify Define Create Existing Opportunity Team Materials AssetsHUMAN LATENCY Pursue bad Lose the deal Higher costs Inefficiencies COST/ business or based on not to due to re- due to travel, OPPORTUNITY use the wrong bringing the creation of poor approach right expertise assets communications #yamvalue @yammer!14 © 2011 Forrester Research, Inc. Reproduction Prohibited

A social enabled sales process Identify Define Identify Existing Create Materials Opportunity Team AssetsHUMAN LATENCY Have we Drive Collective done this Action before? Pursue bad Lose the deal Higher costs Inefficiencies COST/ business or based on not to due to re- due to travel, OPPORTUNITY use the wrong bringing the creation of poor approach right expertise assets communications #yamvalue @yammer!15 © 2011 Forrester Research, Inc. Reproduction Prohibited

A social enabled sales process Identify Define Identify Existing Create Materials Opportunity Team AssetsHUMAN LATENCY Have we Drive Collective done this Action before? Do we Find Expertise have skills? Pursue bad Lose the deal Higher costs Inefficiencies COST/ business or based on not to due to re- due to travel, OPPORTUNITY use the wrong bringing the creation of poor approach right expertise assets communications #yamvalue @yammer!16 © 2011 Forrester Research, Inc. Reproduction Prohibited

A social enabled sales process Identify Define Identify Existing Create Materials Opportunity Team AssetsHUMAN LATENCY Have we Drive Collective done this Action before? Do we Find Expertise have skills? Existing Find Content/ product to Info reuse? Pursue bad Lose the deal Higher costs Inefficiencies COST/ business or based on not to due to re- due to travel, OPPORTUNITY use the wrong bringing the creation of poor approach right expertise assets communications #yamvalue @yammer!17 © 2011 Forrester Research, Inc. Reproduction Prohibited

A social enabled sales process Identify Define Identify Existing Create Materials Opportunity Team AssetsHUMAN LATENCY Have we Drive Collective done this Action before? Do we Find Expertise have skills? Existing Find Content/ product to Info reuse? How do we Communicate/ get the work Travel done? Pursue bad Lose the deal Higher costs Inefficiencies COST/ business or based on not to due to re- due to travel, OPPORTUNITY use the wrong bringing the creation of poor approach right expertise assets communications #yamvalue @yammer!18 © 2011 Forrester Research, Inc. Reproduction Prohibited

Use The POST Method to drive value •  Target audience People •  Social profile •  Business outcome Objectives •  How success will be measured •  How to achieve the objectives Strategy •  Policy, people & processes •  Social technologies Technology •  Information & integration #yamvalue @yammer!19 © 2011 Forrester Research, Inc. Reproduction Prohibited

HumanizingGLOBAL

STARCOM MEDIAVEST GROUP

GLOBAL SCOPE; LOCALIZED NEEDS110 offices, most with multiple agency brands/divisions83 countries7,000+ employeesNumerous multi-national clients

YAMMER BRINGS US ALL TOGETHER email domains merged within one network team groups facilitate global collaboration of global workforce registered external networks invite client partners to join the conversation

HOW DID WE GET HERE?Soft launch among “socialconnectors,” March 2009MarComm push July ‘09Dedicated CEO/Global OpspresenceMarket Week

MARKET WEEK:OUR OWN 15 MINUTES OF FAMEDifferent global office in thespotlight each weekGlobal attention via CEO“Announcement”Staff introductions, clientcase studies, notes about themarket…and, invariably,elements of fun

MARKET WEEK:TOP MARKET EXAMPLESStarcom KuwaitSMG RussiaSMG IberiaSMG South AfricaStarcom SwedenSMG Ukraine

EMEA MARKET WEEK RESULTS Actions taken Video views Replies Likes Employee registration

…AND MOST IMPORTANTLY: Humanized the global network

ADDITIONAL VALUE DERIVED:•  Globally dispersed MNC teams collaborate in single secure space via private groups•  Dedicated-office groups allow seamless communication in the native language (including UI)•  Desktop app provides buying teams instant updates when the market is breaking•  Global brainstorms & collaboration have contributed to dozens of successful new business pitches

WHAT’S NEXT: GLOBALIZING UNTAPPED VALUE•  SharePoint integration•  Mobile push•  Desktop app rollout for overseas trading desks•  Real-time chat/email reduction (dashboard)

THANKS! #yamvalue @yammer!

About Us •  20+ years Supply Chain Leadership •  Best-‐of-‐breed solu>ons & services •  Exper>se Focused on Customer Success •  ManhaFan’s SCOPE: Supply Chain Op>miza>on—Planning through Execu>on 40 Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Structure to Achieve Success in Social Collabora>on Success is… Driven by… Ge5ng answers Oversight to most pressing ques;ons Communica>on & Educa>on Making our jobs easier/ Saving ;me be(er Measurement Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

High-‐level Overview Network at 7-‐months: ~2,200 users, ~30,000 messages posted Percent of Engaged Members: 77% in May down from peak of 95% in Feb Global Proﬁle Comple;on Stats: 81% populated Exper>se 86% entered a Loca>on 78% entered their Work Telephone 93% uploaded a Photo Messages Posted per Member: ~1.5 Msgs per Member/Mo down from ~2 Msgs in April 42 Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Social Collabora>on Program Metrics Group Metrics Ques;on Usage User Metrics Topic Usage Health: Top Health: All % Health % Health % Health % of Groups 10 Groups Groups Msgs w/ 2+ Admins Msgs Exper;se Topics Msgs w/ Following Taxonomy Answered Loca;on Topics in Groups Cross-‐GEO Msg Answered in Topics w/ 10+ Telephone Distribu;on† Groups Msgs Cross-‐Func;onal Msg Topics w/ 2+ Photo Distribu;on† Msgs Cross-‐GEO Membership Ac;vists Distribu;on† (90+ Msgs) * Cross-‐Func;onal Supporters Membership Distribu;on† (10-‐89 Msgs) * Listeners Business-‐related Msgs ₒ (0-‐9 Msgs) * † Calculated for Support, Design & Client Groups only Monitoring before determining Adop>on Level ₒ Based on number of messages in Interest Groups Good Adop>on: 80% and above * Avg of 11 Msgs/User, Std dev of 41 Msgs Industry Standard Dictates Healthy Networks Consist of: Avg Adop>on: 60-‐79% 1% Ac>vists Poor Adop>on: 59% and below 9% Supporters 90% Listeners Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Recap Going back to Success… The Manha(an Journey… Adop;on Metrics Ge5ng answers Engagement Metrics to most pressing ques;ons Up Next… Business Metrics Making our jobs easier/ Saving ;me be(er •  Billability, U>liza>on •  On-‐Boarding Experience •  Global Scalability of Tools & Processes Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Panel Discussion! Sam Loveland" VP of Worldwide Customer Engagement! Rob Koplowitz" VP, Principal Analyst! Deb Medsker" SVP, Global Knowledge Management! Kathleen Rouse" Enterprise Application Manager! #yamvalue @yammer

Start your business value journey today!!Visit yammer.com for more information. !For existing customers, contact your Account Manageror Customer Success Manager for additional details. !For new customers and prospects, please call888.926.7377! #yamvalue @yammer

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Getting to Business Value Webinar

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