Sugar Con 2010 Presentation on Becoming a Social Enterprise
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Sugar Con 2010 Presentation on Becoming a Social Enterprise

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These are the slides I presented at SugarCon 2010

These are the slides I presented at SugarCon 2010

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Sugar Con 2010 Presentation on Becoming a Social Enterprise Sugar Con 2010 Presentation on Becoming a Social Enterprise Presentation Transcript

  • WHAT DOES IT MEAN TO BUILD A SOCIAL ENTERPRISE, AND HOW TO DO IT ESTEBAN KOLSKY - THINKJAR
  • client-facing operations internal operations social CRM (external) enterprise 2.0 (internal) community community channel function function channel rules rules biz biz social business pivot point
  • in the absence of agreement about its meaning, the term social is used in many different senses and regarded as a fuzzy concept a fuzzy concept is a concept of which the content, value, or boundaries of application can vary according to context or conditions, instead of being fixed once and for all http://en.Wikipedia.org
  • •  collaboration •  responding to the social customer •  togetherness •  common v,m,g & o •  opening the kimono •  not kumbayah
  • traditional 1:1 relationship socially enhanced 1:1:M relationship C S C M R R M
  • client-facing operations internal operations social CRM (external) enterprise 2.0 (internal) R&D community function channel rules ERP biz SCM social business pivot point
  • start here • social functions • experiences sales • data warehouse marketing • eai, soa/rest, ws service • portals, mashups end-end process • business rules scrm strategy • service level agreements guidelinesrules • measurement programs EFM metrics • analytical programs analytics • segmentation rules • purpose for each one wiki forum blog physical • guiding principles • use rules and guidelines collaboration wiki microblog • privacy and security • channel-specific structured object-centric • resources available goal-oriented • purpose ad-hoc impromptu twitter • processes to support • integration needs
  • analytics feedback measurement service level agreement business rules segment
  • start need? yes want? yes fit? yes no no no no joy deploy governance no plan? yes pr plan strategy integration yes silo? yes no no no pr? yes strategy?
  • a commune is a cacophonic group.  a commune is a many-to-many disorganized conversation with no rules or enforcers a collective is a one-way conversation when a group of users shares a common goal, with strict operating guidelines, a hierarchy,  and an entity that “leads” ensuring all users have the same goal  a community is a like-minded group of individuals that favors two-way communication as a way to increase their power and knowledge.  communities are self- regulated and self-administered
  • function function business function rules rules experience social noise survey channel channel customer (maybe) customer community