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CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
CSC Social Business Footprint - JiveWorld October 2012
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CSC Social Business Footprint - JiveWorld October 2012

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CSC Social Business Footprint presentation delivered at JiveWorld 2012

CSC Social Business Footprint presentation delivered at JiveWorld 2012

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  • 1. BECOMING A SOCIAL BUSINESS CSC ENGAGE COMMUNITIES CLAIRE FLANAGAN JIVEWORLD - OCTOBER 2012© 2012 CSC CSC ENGAGE COMMUNITIES
  • 2. AgendaI. CSC Social Business FootprintII. CSC Engage PublicIII. CSC Engage SecureIV. CSC Engage: C3V. Wrap Up Claire Flanagan Director, Social Business & Community Strategy a.k.a. Collaboration Addict @cflanagan© 2012 CSC November 20, 2012 2
  • 3. Who Is CSC? a $16B, Fortune 200 global Recognized B2B IT services powerhouse. Our people do By Industry amazing things to help businesses, government and Analysts As A communities solve their toughest challenges Leader Across Our Portfolio 6 major industries covering over 90 100+ countries global alliances with best-of-breed 50 year track record of client 98,000 partners Employees service excellence Worldwide© 2012 CSC November 20, 2012 3
  • 4. A Social Business Is …“ …An organization that has put in place strategies, technologies and processes to systematically engage all the individuals of its “ ecosystem (employees, customers, partners, suppliers) to maximize the co-created value. "What is Social Business", Social Business Forum, 2012. http://bit.ly/LstTSJ© 2012 CSC November 20, 2012 4
  • 5. A Good Social Business Strategy IncludesMarket andEnterpriseExternal (Customers/Partners) and Internal(Employees)Public andPrivateSocial Media Outpostsand Owned CommunityChannelsCommunity andCollaboration Dell© 2012 CSC November 20, 2012 5
  • 6. CSC SOCIAL BUSINESS FOOTPRINT Innovation Through Well-Crafted Eco-SystemWikonnecT   Social  Media  (2008)  (Sept  2008)   csc.com  (2012)  CSC  Engage  :  Secure  (Feb  2012)   Community.csc.com    (Summer  2010)  •  Client  and  Partner  Enablement  •  Innova;on  Accelera;on   •  Brand  Preference  •  Sales  Enablement   •  Lead  Genera;on  •  Product  Support   •  Customer  Rela;onships  •  Account  Management   •  Thought  /  Market  Leadership  •  Delivery  Collabora;on   •  Track,  Act  on  Sen;ment  •  Co-­‐solu;on  Development   3 •  Reach  Market  “Influencers”   CSC.com CC3  Employee  (May  2009)   InTouch  •  Employee  Engagement   (Summer  2010)  •  Innova;on  Accelera;on  •  Idea;on  Enablement   •  Idea;on,  Innova;on  Enablement  •  Project  Collabora;on/Communica;on   •  Lead  Genera;on  •  Solu;on  /  POV  Development   •  Recruitment  •  Employee  Self  Service   © 2012 CSC November 20, 2012 6
  • 7. CSC SOCIAL BUSINESS FOOTPRINTParticipate, Manage and Own Strategy Short PARTICIPATE 3RD PARTY CHANNEL Listen, SOCIAL MEDIA STRATEGY Establish Reputation Level of Engagement MANAGE 3RD PARTY CHANNEL SOCIAL MEDIA STRATEGY Listen, Amplify Brand, Build 50+ Branded Channels Relationships, Engage OWN OWNED CHANNEL CSC COMMUNITY STRATEGY Listen, Amplify Brand CSC Engage Public Build Relationships, Engage, CSC Engage Secure Product / Solution Support, CSC Engage C3 (Employee) Collaborate, Co-Innovate CSC.COM Deep© 2012 CSC November 20, 2012 7
  • 8. CSC ENGAGE PUBLIC Where Thoughtful Minds Connect and Engage Pilot 2010 | Re-Launch 2012© 2012 CSC CSC ENGAGE COMMUNITIES
  • 9. The Digital EcosystemThe Whole Is Greater Than The Sum Of The Parts Prospect Nurturing CSC  Engage   Communi>es  © 2012 CSC November 20, 2012 9
  • 10. Community Integrated In Digital Marketing Key Metrics▲  Understand customers, prospects based on expressed / derived elements▲  Build and Nurture relationships before the need arises▲  Market and Buzz analysis to identify, address evolving customer needs▲  Target and engage prospects with a single, powerful message across multiple channels▲  Embed social elements in every outbound communication for cross-leverage© 2012 CSC November 20, 2012 10
  • 11. CSC Engage Public Community   Purpose  /  Launch   U.S.  Based  Law  /  Healthcare  Mandate   Meaningful  Use   Pilot  June  2010,  Renew  2011   TBSC  2012  Event     CSC  –  Justomer  Conference  Event     C May   une  2012   Thought  Leadership  for  CIO’s   CIO  Engage   June  2012   European   VIP  Communi;es   Localized   Fall  2012   Communi>es   More  planned  to  support  partner,  market  engagement  © 2012 CSC November 20, 2012 11
  • 12. TBSC 2012 Goes SocialDiscover  thought   Locate  and   leadership  on   engage  in  CSC   this  industry   channels   phenomenon     Keynote  /  Sessions   Social  Media  @  TBSC   Personal   On-­‐site   connec9on  to   connec9on  to   people,  content   the  community   of  TBSC   and    conference   guide     TBSC  Community   Integrated  Mobile  App*  © 2012 CSC November 20, 2012 12
  • 13. Key Takeaway1. No  Silver  Bullet.  Leverage  Full  Eco-­‐System     Customer  Easier  To  Discover  2.   Measure  Everything  /  Watch  Sen>ment  3. Communi>es  Pay  Off  In  Many  Ways    © 2012 CSC November 20, 2012 13
  • 14. CSC ENGAGE SECURE Where CSC Collaborates Securely with Clients, Partners, and Vendors Pilot Winter 2012 | Launch May 2012© 2012 CSC CSC ENGAGE COMMUNITIES
  • 15. CSC Engage Secure Objectives Transform  our  rela;onships  with  customers,  prospects,   Transform   vendors  through  an  improved  understanding  of  their   Rela>onships   needs,  strategy,  challenges   u  Enable  transparent,  ongoing  dialogue  on  challenges   and  opportuni;es   Become   u  Gain  and  track  insights  into  overall  account  health  Trusted  Partner   u  Provide  easy  access  and  exchange  of  resources,   informa;on  and  contacts   u  Explore  new  offerings,  opportuni;es  and  solu;ons   Drive   u  Improve  services  levels  and  reduce  support  costs   Profitability   u  Increase  cross-­‐selling  with  holis;c  account  view   Differen>ate   u  Improve  access  to  client,  partner  thought  leadership   CSC  As   u  Showcase  leading-­‐edge  technology   Innovator  © 2012 CSC November 20, 2012 15
  • 16. Integrated In Our Collaboration Portfolio© 2012 CSC November 20, 2012 16
  • 17. Key Business Rules / DecisionsCategory   Risk   Mi>ga>on   Policy   Config   Custom  User  Profiles   Some  data  in  user  profile  is  Global   •  Global  Profile  directory  disabled     X   X   •  Only  “Members  of  same  groups”   may  view  profiles   •  Users  decide  on  profile  visibility   seangs  Status  /   Global  content,  member  could  post   Turn  Off   X   private  client  /  account  info  Bookmarks  Personal     Individual  docs,  blogs,  discussion   Turn  Off  Personal  Docs,  Discussions,   X   can  be  exposed  in  system  ac;vity   Blogs    Content   feeds  Home  Page   Some  widgets  expose  tags,  private   Admins  to  make  available  only   X   data   “approved”  widgets  Self-­‐Service   CSC  Employees  could  create  a   CSC  Employees  can  only  create   X   X   groups  that  are  open,  discoverable   secret  groups  Group  Crea>on  Search   Discoverability  of  other  members   Only  display  MEMBERS  of  “same”   X   X   possible  in  search  scope   group(s)   © 2012 CSC November 20, 2012 17
  • 18. Early Account SuccessCSC Engage Users # Customer Logos4500   350  4000   External 300  3500  3000   Internal 250  2500   200  2000   150  1500   100  1000   50   500   0   0   Self-­‐Service,  on-­‐demand  to  meet  bid/proposal,  account  delivery  or     partner  engagement  and  fuels  con;nuous  growth.  Group  count  =  250+    © 2012 CSC   November 20, 2012 18
  • 19. CSC ENGAGE: C3 Where Employees Connect. Communicate. Collaborate. Pilot May 2009 | Full Launch Oct 2009© 2012 CSC CSC ENGAGE COMMUNITIES
  • 20. C3: Connect. Communicate. Collaborate.Award-winning, enterprise-class, globalsocial collaboration where employees: Internal Evangelistu  Connect: Time zones, distance no longer barriers of the Year Award November 2009u  Communicate: Share strategy, work, expertiseu  Collaborate: Get work done with others Community Adoption Award October 2009 Jive Champion Award September 2010 Finalist 2010© 2012 CSC November 20, 2012 20
  • 21. C3 Delivers Business Outcomes Adoption 100%  adop>on  (100K+  registered)   Wins  Hearts  &  Minds   Engagement Way  works  get  done   75%  -­‐  80%  ac;ve  users  /  mo   “Proud  to  be  CSC”   250%  y/y  é  Ac;vi;es  2011   Productivity Strategic  alignment  /  comms   “C3  will  transform  CSC  …   éExper;se  /  Asset  loca;on   allows  us  to  overcome  silos.” “I went from being a skeptic to a Innovation New  solu;on  development   convert. It just makes you New  media  tools  innova;on   want to get involved!” “C3 is the de facto standard for Time & Costs $MM  savings  re;ring  Web  1.0   how we collaborate. Its the Reduce  ;me  to  answer   language of the company.” Reduce  ;me  zone  /  distance   Group President© 2012 CSC November 20, 2012 21
  • 22. How We Built It1. Be  Credible    2. Start  Somewhere    3. Plan  For  Adop>on    © 2012 CSC November 20, 2012 22
  • 23. 1. Be Credible Review Review Review Review Be Credible Define Goals Evaluate Pilot As 5th Recommend Do Your Establish Document Business Approach Homework Sponsorship Findings Case Stage Socialize. Revisit. Revise.© 2012 CSC November 20, 2012 23
  • 24. 2. Start Somewhere Pilot, Don’t Wait For Perfection1. Limited duration, not audience Find Key Work Use Cases2. Iterate, scale and innovate© 2012 CSC November 20, 2012 24
  • 25. 3. Plan For Adoption Secure Executive Staff Community Buy-In Manager / Advocates Top Down Support Build Groundswell Seed Use Cases Plan Org Change Make It About Your Business Drive Transformation© 2012 CSC November 20, 2012 25
  • 26. 3. Plan For AdoptionDon’t Forget The Watercooler “ People work better together when they know each “ other on a personal level. hlp://knowledge.wpcarey.asu.edu/ar;cle.cfm?ar;cleid=1653  © 2012 CSC November 20, 2012 26
  • 27. Be Prepared To Re-Evaluate, Reset Basics Tip:  Go  Back  To  Basics.  Be  Credible.  Talk  Execu>ve.    © 2012 CSC November 20, 2012 27
  • 28. Extending The “Communicate” MissionC3 Objectives Tied To Turnaround Strategy (Fall2012)1. Improve  Brand  &  Home  Page  Design    2. Create  Global  Corp  Comm  Templates    3. Improve  CSC  Taxonomy  /  Menu    © 2012 CSC November 20, 2012 28
  • 29. Next YearBuilding 21st Century Digital Literacy Skills Community  Management   Specialized  Roles   Social  Media  Management   Marke>ng  /  PR  for  New  Media   Employee  /  Customer  Engagement     Leaders “Open  Leadership”   Collabora>on  for  Business   Employee   “Working  in  the  Open”   Collabora>on  for  Business  Basics   Founda>on   Policy  &  Compliance  © 2012 CSC November 20, 2012 29
  • 30. CSC ENGAGE COMMUNITIES Wrap Up© 2012 CSC CSC ENGAGE COMMUNITIES
  • 31. 2nd  BU  Exec  Begins   Strategy  Blog   Two  more  public   2010   communi;es  launch     BU  Exec  Begins   Strategy  Blog   50%  registered   2011   25%  ac;ve   CIO  Begins  IT   Strategy  Blog   Intranet  1.0   Enterprise  Digital   Social  Soqware  in   Shut  Down   Literacy  Training   “Proud  to  be   Full    Produc;on   CSC”   20  weeks   First  Localized   V2  of  Social   25K  registered   Community   Social   Policies   Soqware   Pilot   2009   Social  Media   Secure  Customer  &   Partner  Community   Compliance  Audit   Manager  Hired   Passed   Website,  Social  &   Biz  Case   2012   Communi;es   Approved   100%  registered   Integrated   70%  ac;ve   Social   First  Public  Strategist   Community  Iden;fied   Begins  Social  Media     2008   CMM3   © 2012 CSC November 20, 2012 31
  • 32. Is There Really Business Value?Business Value Business Impact •  Process  efficiency,  improved  performance   •  Ad  hoc,  zero-­‐overhead  collabora;on   Produc>vity   •  Improved  co-­‐innova;on  with  customers,  employees   •  Reduced  cycle  ;me,  ;me  to  answer   •  Reduced  reliance  on  mul;ple  legacy  systems   Cost  Savings   •  Improved  produc;vity  in  key  func;ons   •  Low-­‐cost,  flexible  infrastructure  platorm   •  New  business  wins  ;ed  to  brand-­‐owned  communi;es   Growth   •  Expanded  reach  in  target  customer  accounts   •  Speed  to  market  with  new  ideas/products   •  Enhanced  employee  morale,  reten;on   Sa>sfac>on   •  Improved  customer  sa;sfac;on,  brand  affinity   •  Improved  talent  acquisi;on  and  reten;on  © 2012 CSC November 20, 2012 32
  • 33. Key Points u Research.  Benchmark.  Network   Be  Credible   u Engage  global,  cross  func;onal  team  members   u Start  over  if  /  when  you  need  to   Talk   u Learn  the  language  of  execu;ves   Execu>ve   u Engage  and  forge  strong  rela;onships   Plan  For   u Plan  for  top-­‐down,  groundswell  engagement     u Build  use  case  examples  for  work   Adop>on   u Don’t  forget  the  watercooler   Start   u Don’t  wait  for  “perfect”   Somewhere   u Iterate  and  extend  © 2012 CSC November 20, 2012 33
  • 34. Claire Flanagan THANK YOU! Director, Social Business and Community Strategy CSC Office of Innovation @cflanagan www.linkedin.com/in/cflanagan© 2012 CSC November 20, 2012 34
  • 35. © 2012 CSC November 20, 2012 35

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