Social as a Strategy: Seven Best Practices to Transform your Business into a Social Enterprise

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Social as a Strategy : Seven Best Practices to Transform your Business into a Social Enterprise

Social as a Strategy : Seven Best Practices to Transform your Business into a Social Enterprise

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  • 1. Social as a StrategySeven Best Practices to Transform your Business into a Social Enterprise Floyd D‟Costa
  • 2. The social revolution has grown from scratch to become a transformative communication and collaboration Touting richphenomenon significantly altering the business and competitive landscape applications with real- time interaction and user-generated content, the social web has materialized into a key platform to build customer intimacy and promote employee collaboration Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 2
  • 3. We decided to delve into thisphenomenon to understand the dynamics that market leaders have embraced to We found that successfully transform themselves into enterprises that are social-at-the-core best-in-class companies adopted select uniform practices with multiple permutations and combinations which are quintessential for successful social transformation Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 3
  • 4. Seven Best-Practices to Transform your Business into a Social Enterprise Secure executive sponsorship and management commitment towards „going social‟ 1 Ensure „Social‟ Turn Social is part of the Insight into overall business Action 7 2 strategy Empower employees BEST to shift from sales, PRACTICES Engage in active service and silo‟d 6 3 community building functions to customer and management ownership experience Utilize integrated IT 5 4 Design innovative platforms to have business and functional technology act as an models that leverage the enabler and driver for social network across the business value chain Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 4
  • 5. Secure Executive Sponsorship andManagement Commitment Towards „Going Social‟ Assemble an enterprise level organization for social business Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 5
  • 6. Ensure „Social‟ is Part of the Overall Business Develop and integrate external and internal social business processes Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 6
  • 7. Engage in Active Community Building and Management Deploy new technologies to shift from reactive to proactive social engagement Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 7
  • 8. Design Innovative Business and Functional Models that Leverage the Social Network Across the Value Chain Employ social networking across all functions, not just sales and service Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 8
  • 9. Utilize Integrated IT Platforms to haveTechnology Act as an Enabler and Driver for Business A perfect blend of social and related technologies, including analytics and mobility, can provide substantial competitive advantage Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 9
  • 10. Empower Employees to Shift from Sales,Service, and Silo‟d Functions to Customer Ownership Experience Ensure a holistic approach to Social CRM. Culture, too plays an important role Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 10
  • 11. Turn Social Insight into Action Listen, cut through the noise and turn insight into action. Harness Social Insights for competitive advantage Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 11
  • 12. “We dont have a choice on whether we do social media, the question is how well we do it” – Erik Qualman Secure executive sponsorship and Assemble an enterprise level organization for social business management commitment towards „going social‟ Ensure „Social‟ is part of the overall Develop and integrate external and internal social business processes business strategy 1 Engage in active community Deploy new technologies to shift from reactive to proactive social engagement building and management 7 2 Design innovative business and functional models that leverage the Employ social networking across all functions, not just sales and service Summary social network across the value6 3 chain Utilize integrated IT platforms to Deploy a perfect blend of social and related technologies, including analytics have technology act as an enabler 5 4 and mobility, to provide substantial competitive advantage and driver for business Empower employees to shift from sales, service and related / silo‟d Ensure a holistic approach to Social CRM. Culture, too plays an important role functions to customer ownership experience Listen, Analyze and Engage. Harness social insights for competitive Turn social insight into action advantage. Capgemini & Salesforce 2012 Happy customers only. Copyright © Capgemini 2012. All Rights Reserved 12