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Purposeful Collaboration - Presented at IBM Connect 2014
 

Purposeful Collaboration - Presented at IBM Connect 2014

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This presentation discusses the evolution of collaboration software from stand-alone tools to integrated enterprise software platforms. It provides examples from the IBM Collaboration platform.

This presentation discusses the evolution of collaboration software from stand-alone tools to integrated enterprise software platforms. It provides examples from the IBM Collaboration platform.

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Purposeful Collaboration - Presented at IBM Connect 2014 Purposeful Collaboration - Presented at IBM Connect 2014 Presentation Transcript

  • Future of Work: ! From Simply Sharing To Purposeful Collaboration! Alan Lepofsky (@alanlepo)! Vice President and Principal Analyst! January 2014! ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.      
  • What Is Enterprise Collaboration Software? Business  tools   have  different   requirements  than   consumer  tools   Tools  that  enable   people  to  work   together  towards   a  common  goal   "Enterprise  Collabora0on  so1ware  enables  people  to  create,  discover  and  interact  with   the  content,  colleagues  and  communi0es,  that  can  help  them  get  their  jobs  done."   Departments,   geographies,   interest  groups,   customer  forums   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Working  towards   a  business   outcome  
  • Ten Different Ways To Approach Collaboration PlaKorm:   Profiles,  blogs,   wikis,  etc.   Enterprise  Social   Network  #ESN   collabora0on   Intranet   External   Community   Enterprise  LoB   soPware   Unified   Communica0ons   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       SharePoint   Alterna0ve/ Enhancement   Ver0cal   Industry  Apps   Niche  services:   File  sharing,  Idea0on,     Note  taking   Q&A,  etc.   Consumer  Hook   Ex:  email  
  • The Evolution Of Social Software First  genera0on   collabora0on  tools  in  the   client:server  era   -­‐  Thick  clients   -­‐  Proprietary   “Facebook  for  the   Enterprise”   Standalone  collabora0on   plaKorms  and  social   networks   “Ge5ng  Work  Done”   Integrated  experiences   that  aggregate  events   from  mul0ple  enterprise   applica0ons   “Purposeful   Collabora=on”   Na0ve  social  func0ons   within  core  business   applica0ons  and   processes   -­‐  Rise  of  consumer  social   -­‐  Cloud:  SaaS  ,  PaaS  ,  IaaS   -­‐  Mobile  devices   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       4  
  • Provides  links   to  other  systems   Embedded   experiences   Embedded  Experiences  Maturity  Model   Examples:   Level  of  interac0on  provided   How Are “Social” Features Implemented? 1.  Streams  with  links   3   1   4   2   Variety  of  access  methods   Services  can  be    integrated   in  it,  or  it  can  be  integrated   in  other  services     ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Both   2.  Widgets  or  embed     code  that  can  be  added   to  other  sites/tools   3.  Streams  with  ac0ons   4.  Social  interac0ons  accessible   inside  other  sites/tools/mobile  
  • Stage One Sharing   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       6  
  • Working In The Stream ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       7  
  • Company  wide  use-­‐cases   • Status  updates   • Sharing  links   • Asking  ques0ons   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       8  
  • But Something Is Missing ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       9  
  • Stage 2 Sharing   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Geeng  Work  Done   10  
  • Adding A Social Layer Company  wide  usecases   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Communi0es   Projects   Departments                                      Social  layer                                              Social  layer   11  
  • Integrate  with  exis0ng  business  tools…   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       12  
  • …  and  complement  exis0ng  corporate  data   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       13  
  • Stream Level Integration CRM   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       ERP   14  
  • BPM  In  IBM  Connec=ons   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       15  
  • SAP  In  IBM  Connec=ons   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       16  
  • ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       17  
  • S0ll  Adop0on  Issues   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.      
  • Stage 3 Sharing   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Geeng  Work  Done   Purposeful   Collabora0on   19  
  • Don’t  just  mimic     social  networks   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Improve  business  tools   and  processes   20  
  • Make “Social” A Feature of Your Processes Customer   Record   Marke0ng   Campaign   Support   Ticket   Social  Network   Business  Applica0ons   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       21  
  • Business Use-Cases Marke0ng   Sales  /  CRM   Community  /   CX  /  Support   Social   Engineering   HR/HCM   Learning/ Development   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Industry   ver0cals   22  
  • Business Mad Libs We  need  to  improve   business  process  x _____________   so  that  we  can  achieve   desired  business  result  y ________________       ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       23  
  • Sales  /  CRM   We  need  to   grow  the  sales  pipeline ________________   so  that  we  can   close  more  deals   ________________     ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       24  
  • Engineering   We  need  to   reduce  development  0mes   ________________   so  that  we  can   get  products  to  market  quicker   ___________________   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       25  
  • Human  Capital   Management   We  need  to   provide  beEer  onboarding   _______________   so  that  we  can   have  a  beEer  connected  workforce   ___________________   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       26  
  • Customer   Service   We  need  to   resolve  issues  faster _____________   so  that  we  can   have  happier  customers   ________________     ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       27  
  • Customer   Service   We  need  to   Cul0vate  more  champions __________________   so  that  we  can   Reach  a  larger  audience   ________________     ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       28  
  • Customer   Service   We  need  to   Listen  to  our  customers ________________   so  that  we  can   Build  what  they  need   _______________     ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       29  
  • We  need  to   ______________   so  that  we  can   ______________   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       30  
  • Recognize Social Business Has Matured Organiza0ons  are  looking  for  the  value  in  “social”   Sharing,   Transparency,   Discovery   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Geeng  Work  Done   In  Core  Business   Processes   Influencing   Business   Results/ Outcomes   31  
  • Sales (CRM) Use  Cases:   •  Pipeline  genera=on   •  Enablement/Training   •  Request  for  proposal   •  Collabora0on  with  account   •  Compe00ve  intelligence   •  Best  prac0ces   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Example  workflow:   •  Sales  rep  enters  a  new  lead  into   CRM  system   •  Event  is  broadcast  into  the   company’s  ac0vity  stream   •  An  employee  responds  with  the   name  of  a  friend  that  works  at   the  prospect   •  The  rep  is  no0fied  on  their  mobile   device  about  the  response   •  Rep  connects  with  that  person   and  closes  the  deal   32  
  • IBM  Connec=ons  In  SugarCRM   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       33  
  • Human Capital Management (HR/HCM) Use  Cases:   •  Recrui0ng   •  Onboarding   •  Performance   •  Learning  &  Development   •  Coaching  &  Mentoring   •  Recogni0on  &  Rewards   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Example  workflow:   •  A  new  hire  is  in  the  benefits   enrollment  tool  and  has  a   ques0on.   •  They  post  a  ques0on  right  on  the   form,  which  is  routed  to  an   expert  to  be  answered.   •  A  response  is  posted,  linking  the   new  employee  not  only  to  the   answer,  but  to  a  community  of   similar  people/topics  to  join.   34  
  • IBM Talent Management Suite Excellent  example  of  using   the  IBM  Connec0ons  API   to  add  social  features   (ac0vity  streams,  profiles,   likes,  tasks,  etc)  to  a   specific  use-­‐case,  eg:  HR   processes.   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       35  
  • Customer Engagement Use  Cases:   •  Social  media  support   •  Building  a  community  of     champions  for  peer  to     peer  support   •  Rewarding  brand  evangelists   with  discounts  and  offers   •  Crowdsource  ideas   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Example  workflow:   •  A  customer  posts  a  complaint  on   a  social  network   •  Social  media  monitoring  catches   the  post  and  routes  it  to  a   customer  support  rep   •  The  rep  sees  the  customer’s   informa0on  and  is  presented  with   a  recommended  response   •  They  resolve  the  issue  and  offer  a   future  discount   36  
  • Marketing Use  Cases:   •  Collateral  Building/Publishing   •  Event  Planning   •  Compe00ve  Intelligence   •  Campaign  Execu=on   •  Lead  Nurturing   •  Press/Analyst  Rela0ons   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Example  workflow:   •  The  Director  of  Marke0ng  creates   a  new  campaign  in  the  marke0ng   automa0on  system   •  The  sales  reps  for  the  targeted   regions  are  no0fied   •  They  provide  feedback  about  how   to  tweak  the  campaign  to  provide   berer  results   •  The  leads  start  coming  in   37  
  • Development/Engineering Use  Cases:   •  Feature  Requests   •  Release  Management   •  Problem  tracking   •  Product  documenta0on   •  Partner  enablement   Example  workflow:   •  Product  Managers  and   Development  Managers  priori0ze   the  features  &  fixes  for  the  next   release     •  If  the  developers  have  ques0ons   they  can  discuss  the   requirements  with  the  PMs  inline   •  Sales,  Marke0ng  and  Support  can   keep  track  of  the  release   •  Product  is  launched   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       38  
  • The “Business Processes” don’t need to be departmental ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       39  
  • Innovation How Collaboration Software ! Powers The Process! ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.      
  • Collaboration in the Innovation Process •  Promote  the  outcomes   •  Communicate  with  customers/ employees   •  Gather  feedback  and  refine   •  Rewards  and  mo0via0on   Discover   Deliver   •  Open  communica0on  enables   companies  to  learn  what  problem   customers/employees  are  having   •  Idea  can  happen  at  any  0me   •  Innova0on  Communi0es:  Social   media,  forums,  IdeaJams,  Idea0on   tools   Design   •  Discuss,  vote  and  priori0ze  ideas   •  Crea0ng  /  edi0ng  /  brainstorming  /  documen0ng   •  Assigning  tasks  (find  right  people)  and  project  workflow   •  Ensuring  repeatable  processes   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       41  
  • Innovation Across Your Organization HR   Marke0ng   Sales   Support   Engineering   Leadership   Payments   Shipping   Adver0sing   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       42  
  • IBM Mail Next •  Puts  the  “me”  in   social  media  by   allowing  people  to   focus  on  what  is   important/urgent  to   them     •  Gateway  to   Purposeful   Collabora0on   scenarios  such  as   CRM,  Marke0ng   Campaigns,  Support   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       43  
  • Summary -­‐  Collabora0on  (internal  and  external)  is  a  cri0cal   component  of  successful  organiza0ons   -­‐  “Social”  features  can  be  part  of  a  stand-­‐alone   plaKorm,  integrated  with,  or  integrated  into   enterprise  soPware  solu0ons/processes   -­‐  The  processes  can  be  func0on  specific  or  cross   departmental  boundaries   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       44  
  • Thank You Alan Lepofsky alan.lepofsky@constellationr.com Twitter: @AlanLepo ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       45  
  • TM San  Francisco  |  Andalucia  |  Belfast  |  Boston  |  Chicago  |  Colorado  Springs  |  Cuper0no  |  Denver  |  Irvine  |  London  |  Madrid     New  York  |  NOVA  |Pune  |  Sacramento  |  Santa  Monica  |  Sedona  |  Sydney  |  Tokyo  |  Toronto  |  Washington,  D.C.   ©  2010  –    2013  Constella0on  Research,  IInc.      All  rrights  rreserved.         -­‐ 2014  Constella0on  Research,   nc.   All   ights   eserved.   www.ConstellationRG.com
  • Sell   Market   What Is Social Business? Share   The  way  organiza0ons  engage     with  their  employees,  partners   prospects  and  customers   ©  2010  –  2014  Constella0on  Research,  Inc.    All  rights  reserved.       Listen   Respond   47