How can you get the most out of Yammer? These slides will cover:
- Challenges and opportunities in developing and optimizing your network
- Best practices in deriving benefits, measurable and immeasurable
-How Yammer can help you set up your network for continual success
2. 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!
3. 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!
4. 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!
5. 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!
6. 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!
29. GLOBAL SCOPE; LOCALIZED NEEDS
110 offices, most with multiple agency brands/divisions
83 countries
7,000+ employees
Numerous multi-national clients
30. 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
31. HOW DID WE GET HERE?
Soft launch among “social
connectors,” March 2009
MarComm push July ‘09
Dedicated CEO/Global Ops
presence
Market Week
32. MARKET WEEK:
OUR OWN 15 MINUTES OF FAME
Different global office in the
spotlight each week
Global attention via CEO
“Announcement”
Staff introductions, client
case studies, notes about the
market…and, invariably,
elements of fun
33. MARKET WEEK:
TOP MARKET EXAMPLES
Starcom Kuwait
SMG Russia
SMG Iberia
SMG South Africa
Starcom Sweden
SMG Ukraine
34. EMEA MARKET WEEK RESULTS
Actions taken
Video views
Replies
Likes
Employee registration
36. 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
37. WHAT’S NEXT:
GLOBALIZING UNTAPPED VALUE
• SharePoint integration
• Mobile push
• Desktop app rollout for overseas trading desks
• Real-time chat/email reduction (dashboard)
39. The
Manha(an
Associates
Yammer
Story
Forrester
Webinar
Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.
40. 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.
41. 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.
42. 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.
43. Healthy
mix
of
Cross
Departmental
Message
Contribu>ons
Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.
44. 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.
45. 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.
46. 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
47. Start your business value journey today!!
Visit yammer.com for more information.
!
For existing customers, contact your Account Manager
or Customer Success Manager for additional details.
!
For new customers and prospects, please call
888.926.7377!
#yamvalue @yammer