E2.0 for Partner Management
Michael Fauscette, Group Vice President,
Software Business Solutions
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SF Zoo
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Social media for business purposes is precipitated primarily by younger employees who have a fascination with presently
available web sites offering these services. CEOs, COOs, CFOs find them distractions and most professional business people
I AM SURPRISED HOW LITTLE I KNOW ABOUT MOST OF THE PROGRAMS YOU LISTED. I AM MUCH LESS SKILLED IN
CURRENT COMPUTER TECHNOLOGY AND PROGRAMS THAN I SHOULD BE!
I hadn't really given much thought to the business value of these
services.
I have noticed several major companies moving their product image to
social networking sites
Social networking will enhance and increase customer interests, loyalties
and product passions to ensure a corporation will stay afloat over the next
three years.
I think the world is changing and facebook and wiki's and blogs may play an
important role in the future of IT.
Kids are the future they will dictate that social networking become more prevalent in
business. not IT, not the lawyers, but a generation of social networking kids growing up
on it!
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Use of Social Networks for
Business
Source – IDC QuickPoll January N=390
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What Tool Would You Consider for
Social CRM?
Source – IDC QuickPoll January N=390
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Enterprise 2.0
Applying emerging technologies like
Web 2.0 accompanied by
organizational, cultural and process
changes to improve business
performance in an increasingly
connected Global economic
environment
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Web 2.0 Empowerment
Democratization -Wisdom of
Crowds
-Mashups -Crowdsourcing
-Wiki’s -folksonomy
-Blogs -presence
-Micro-blogging
Platform
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Key Elements
Search
Authoring
Links
Tags (folksonomy)
Association
Notifications
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Consumer
Collab CRM Content Apps
Apps
Online Community Platforms – connecting, sharing, collaborating,
building relationships/trust, publishing/authoring – UGC, customers
as consumers
Social Analytics
Ideasourcing
Enablers Wiki Social Wiki
Customer
Blogs Blogs
Service
+traditional Crowdsourcing
Social SFA
Collab
(predictive
selling)
Brand
Monitoring /
building
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Consumer
Collab CRM Content Apps
Apps
Online Community Platforms – connecting, sharing, collaborating,
building relationships/trust, publishing/authoring – UGC, customers
as consumers
Social Analytics
Facebook SocialText Concursive Google Apps
LinkedIn Lotus UserVoice Cisco Eos
Connections Oracle Sales Reality Digital
MySpace
Sharepoint Prospector
Twitter MyLife
Jive Bright Idea
Google Apps OneRiot
Google Apps Omniture
Wink
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Some examples
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SAP
 SAP EcoHub
• New catalogue + community site
• Incorporating user ratings and comments
• Discover, Evaluate, Buy
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 DS Solidworks
• Crowdsourcing product enhancements
• Incorporating customer ratings
• Social Media Manager
• Executive blogs
• Channel initiative - local presence
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 IBM collaboration in Second Life (P2P
networking)
• 3D virtual world where IBM and partners collaborate
• Enables partners to meet other partners from across the world in a virtual
conference room.
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 Cisco partner space and virtual events
(P2C networking)
• Partner Booths: visitors learn about a partner’s Cisco offerings in a 3D
environment
• Events: Cisco and partners host live and on-demand virtual events, simple
one-time Web seminar or complex events with many seminars, breakout
sessions, and custom exhibition halls and booths.
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 Other P2P and P2C networking
• Microsoft Channel Builder
• SAP PartnerEdge P2P Network
• mix.oracle.com
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 IBM web content syndication
• Takes IBM content including collateral, demos, product information, video
and webcasts and syndicates to partner’s website
• Content looks like it’s part of the partner’s site & automatically updates,
ensuring partners have the most up-to-date sales and marketing assets from
IBM
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 Sun catalog syndication
• Online catalog showcases Sun products and technologies, and embeds in
the partner’s web site.
• Complete and up-to-date information on Sun products and technologies
• Allows customers to request a quote directly from the partner.
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 IBM search engine optimization (SEO)
• Assess how a partner’s site performs in online searches &
recommends improvements to drive increased traffic
• Helps partner identify and capture prospects that access their site
from a search engine.
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 Microsoft ISV SEO
• Fee-based or co-funded campaign.
• Service performs analysis of partner’s site and suggests a plan to
improve organic search result ranking
• Also provides recommendations on how to improve conversion ratio
of visitors to sales leads
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 Cisco small business site
• Customers who come to this site can enter a live chat with a Cisco
rep.
• The Cisco rep can connect the customer to a partner to continue a
live chat, based on the profile and presence information of
registered partners
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• Create community
• Creating local presence (blogs, microblogs)
• Capturing / sharing knowledge (wikiʼs, microblogs,
networks, LinedIn groups, etc.)
• P2P networking - enabling “solutions”
• Conversations
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• Brand monitoring and building
• Increasing sales effectiveness - visibility, ongoing
conversations
• Lower customer service cost while increasing
satisfaction - provide service when, where and how
customers want it
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• Increase innovation and greater opportunity to meet
customer needs by using crowdsourcing and the
wisdom of crowds (lower cost methods for building
requirements, understanding customer needs, etc)
• And remember:
– Web / e 2.0 is about spreading control across a
broad audience, adding value, building relationships,
conversations, & increasing transparency
– It’s not just tools, it’s about changing process and
culture!
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