Delivering Exceptional Web Experiences In a Social World

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Becoming a social business it's about connecting your employees, partners, and customers in a human-centered way utilizing the best Web 2.0 technologies out there.

Becoming a social business it's about connecting your employees, partners, and customers in a human-centered way utilizing the best Web 2.0 technologies out there.

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  • 1. Luis Benitez Delivering Exceptional Experiences to Social Software Product Mgr Customers, Partners, & Employees IBM Collaboration Solutions 1
  • 2. Reinventing RELATIONSHIPS a change is happening Business to Business to Peer to Peer Customer Business Government to Business to Citizen Employee “Exceptional Web Experience” “Exceptional Work Experience” Customers interacting as an individual (self- Employees interacting as individuals (expertise), service), interacting with other customers and interacting with self-forming, distributed teams (peers, company representatives (efficiently, via social customers, partners & suppliers), as a company overall tools), with the company overall (driving brand (communities incorporating customers & partners awareness & revenue growth) around innovation) reducing the friction of work. 2
  • 3. By nature, PEOPLE are SOCIAL everywhere, all the time 3
  • 4. SOCIAL NETWORKS are on the rise in the consumer space 4
  • 5. Leverage this SOCIAL CAPITAL in your business 5
  • 6. How can SOCIAL help BUSINESS? Let’s look at ways  Save money by reaching out to professional networks to respond faster to business decisions and opportunities Who knows what  Knowledge is kept in I need to know? silos  Collaboration is only through email and  Drives advocacy and phone more sales through employees solutions build or sold How can I grow through partner channels  Unable to co-develop my eco-system? integrated services & solutions  Testing ideas with  Speed time to market and partners gain market share with partners break-through ideas and products that your What are my customers are asking for  'Push' marketing via customers traditional channels thinking?  Control over brand image and brand communication customers 6
  • 7. How can SOCIAL help BUSINESS? Let’s look at ways  Save money by reaching out to professional networks to respond faster to business decisions and opportunities  Drives advocacy and United Nations more sales through employees solutions build or sold through partner channels  Speed time to market and gain market share with partners break-through ideas and products that your customers are asking for customers 7
  • 8. How can SOCIAL help BUSINESS? Let’s look at ways Save money by reaching out  to professional networks to IDC identified IBM as the marketshare leader in Social Software Platform business respond faster to 3 decisions and opportunities providers July 2010 IBM.com press release United Nations  Drives advocacy and more sales through employees solutions build or sold through partner channels  Speed time to market and gain market share with partners break-through ideas and products that your customers are asking for IBM is positioned in the leadership quadrant in the 2009 and 2010 Garter Magic Quadrant reports customers 8
  • 9. Who knows what I need to know? Employees 9
  • 10. Who knows what I need to know? employees Partners Customers  Assemble special project teams quickly from top talent from across the organization 10
  • 11. Who knows what I need to know? employees Partners Customers  Assemble special project teams quickly from top talent from across the organization  Create and share content with the confidence of an end-to-end content management 11
  • 12. Who knows what I need to know? employees Partners Customers  Assemble special project teams quickly from top talent from across the organization  Create and share content with the confidence of an end-to-end content management  Keep track of what's happening with your tasks and projects with activity streams 12
  • 13. Who knows what I need to know? employees Partners Customers  Assemble special project teams quickly from top talent from across the organization  Create and share content with the confidence of an end-to-end content management  Keep track of what's happening with your tasks and projects with activity streams  Tap the expertise of your network and collaborate instantly from within existing applications 13
  • 14. How can I grow my eco-system? Partners 14
  • 15. How can I grow my eco-system? employees Partners Customers  Cultivate communities bringing together partners with R&D to discover more product ideas 15
  • 16. How can I grow my eco-system? employees Partners Customers  Cultivate communities bringing together partners with R&D to discover more product ideas  Approvals and Status updates are useful in providing both formal and ad- hoc updates 16
  • 17. How can I grow my eco-system? employees Partners Customers  Cultivate communities bringing together partners with R&D to discover more product ideas  Approvals and Status updates are useful in providing both formal and ad- hoc updates  Leverage tagging of shared files, bookmarks, blogs, and communities faster search 17
  • 18. How can I grow my eco-system? employees Partners Customers  Cultivate communities bringing together partners with R&D to discover more product ideas  Approvals and Status updates are useful in providing both formal and ad- hoc updates  Leverage tagging of shared files, bookmarks, blogs, and communities faster search  Dynamic Networks of partners collaborating together and with your company 18
  • 19. What are my customers thinking? Customers 19
  • 20. What are my customers thinking? employees Partners Customers  Collaborative decision making to analyze customer patterns 20
  • 21. What are my customers thinking? employees Partners Customers  Collaborative decision making to analyze customer patterns  Customer communities on your site to interact, rate and recommend, building brand advocates 21
  • 22. What are my customers thinking? employees Partners Customers  Collaborative decision making to analyze customer patterns  Customer communities on your site to interact, rate and recommend, building brand advocates  Provide live chat on your website for instant communication between with customer service and sales 22
  • 23. What are my customers thinking? employees Partners Customers  Collaborative decision making to analyze customer patterns  Customer communities on your site to interact, rate and recommend, building brand advocates  Provide live chat on your website for instant communication between with customer service and sales  Brand recognition and advanced analytics of content from consumer social sites 23
  • 24. Helping you begin your journey social transformation See how social looks in action by testing different scenarios and entry points: – Employee Intranet – Virtual Team Places – Collaborative Decision Making – Customer-facing Communities Find an business sponsor – It's not a technology issue – it's a social, cultural issue. Identify the socially active in your enterprise – Who are already using social tools to succeed? – Let them be evangelists! Make the business case – Don't get stuck in Analysis Paralysis – Focus on tangible objectives, not tools 24
  • 25. IBM Social Collaboration Platform choices 25
  • 26. The Center Piece for Social Business NE W IBM Connections 3 Social Home page Stay in touch with your social network See what's happening across your social network Social Analytics Work with people who share common interests and expertise Communities Work with people who share common interests and expertise Profiles Find the people you need Files Post, share, and discover documents, presentations, images, and more Wikis Create web content together Blogs Present your own ideas, and learn from others Activities Organize your work and tap your professional network Bookmarks Save, share, and discover bookmarks Forums Exchange ideas with, and benefit from the expertise of others Social Everywhere Social networks are better when you can connect at anytime and from anywhere 26
  • 27. Take the next step learn more about IBM Visit IBM at Booth 201 Read the Whitepaper  Whitepaper: Measuring the impact of Social Collaboration → http://bit.ly/cS2rgx  Whitepaper: Lotus Connections v3 Reviewers Guide → http://bit.ly/Scdpr Watch the video (or two) • YouTube: Social Software has real business value → http://bit.ly/c6elru • YouTube: LotusKnows → youtube.com/collaboration4you Join us in the conversation • Community: The IBM Collaboration Soapbox → http://bit.ly/ibmsoapbox • Blog: Socialize Me → http://www.lbenitez.com/ 27
  • 28. disclaimer because we have to 28