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Purposeful Collaboration - Presented at IBM Connect 2014
The document discusses enterprise collaboration software, highlighting its role in enabling teamwork towards business goals through various tools and platforms. It emphasizes the importance of integrating social features into business processes to facilitate purposeful collaboration across departments. Additionally, it addresses the evolution of collaboration tools and the necessity for organizations to harness social functions for improved outcomes in various business areas.
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Purposeful Collaboration - Presented at IBM Connect 2014
- 1. 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.
- 2. What Is EnterpriseCollaboration 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
- 3. Ten Different WaysTo 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
- 4. The Evolution OfSocial 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
- 5. 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
- 6. Stage One Sharing © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 6
- 7. Working In TheStream © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 7
- 8. Company wide use-‐cases • Status updates • Sharing links • Asking ques0ons © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 8
- 9. But Something IsMissing © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 9
- 10. Stage 2 Sharing © 2010 – 2014 Constella0on Research, Inc. All rights reserved. Geeng Work Done 10
- 11. Adding A SocialLayer Company wide usecases © 2010 – 2014 Constella0on Research, Inc. All rights reserved. Communi0es Projects Departments Social layer Social layer 11
- 12. Integrate with exis0ng business tools… © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 12
- 13. … and complement exis0ng corporate data © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 13
- 14. Stream Level Integration CRM © 2010 – 2014 Constella0on Research, Inc. All rights reserved. ERP 14
- 15. BPM In IBM Connec=ons © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 15
- 16. SAP In IBM Connec=ons © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 16
- 17. © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 17
- 18. S0ll Adop0on Issues © 2010 – 2014 Constella0on Research, Inc. All rights reserved.
- 19. Stage 3 Sharing © 2010 – 2014 Constella0on Research, Inc. All rights reserved. Geeng Work Done Purposeful Collabora0on 19
- 20. Don’t just mimic social networks © 2010 – 2014 Constella0on Research, Inc. All rights reserved. Improve business tools and processes 20
- 21. Make “Social” AFeature of Your Processes Customer Record Marke0ng Campaign Support Ticket Social Network Business Applica0ons © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 21
- 22. 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
- 23. 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
- 24. 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
- 25. 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
- 26. 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
- 27. Customer Service We need to resolve issues faster _____________ so that we can have happier customers ________________ © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 27
- 28. 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
- 29. 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
- 30. We need to ______________ so that we can ______________ © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 30
- 31. Recognize Social BusinessHas 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
- 32. 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
- 33. IBM Connec=ons In SugarCRM © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 33
- 34. 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
- 35. IBM Talent ManagementSuite 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
- 36. 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
- 37. 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
- 38. 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
- 39. The “Business Processes” don’t needto be departmental © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 39
- 40. Innovation How CollaborationSoftware ! Powers The Process! © 2010 – 2014 Constella0on Research, Inc. All rights reserved.
- 41. Collaboration in theInnovation 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
- 42. Innovation Across YourOrganization HR Marke0ng Sales Support Engineering Leadership Payments Shipping Adver0sing © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 42
- 43. 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
- 44. 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
- 45. Thank You Alan Lepofsky alan.lepofsky@constellationr.com Twitter:@AlanLepo © 2010 – 2014 Constella0on Research, Inc. All rights reserved. 45
- 46. 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
- 47. Sell Market WhatIs 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