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21st Century Collaborative Enterprises: The Business Case

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  • 1. 21 st Century CollaborativeEnterprises:The Customer Case Sameer Patel Sovos Group @sameerpatelKMWorld 2011 Sameer.patel@sovosgroup.com
  • 2. Hi. Sameer Patel Twitter: @sameerpatel Blog: pretzellogic.org sameer.patel@sovosgroup.com Web: sovosgroup.com
  • 3. The Social Web and The Changing CustomerContractImplications of this Shift on BusinessHow 21st Century Enterprises Need to Capitalizeon The Opportunity sameer.patel@sovosgroup.com| @sameerpatel 3
  • 4. Core Competency A deep proficiency that enables acompany to deliver unique value to customers. - Gary Hamel, CK Prahalad
  • 5. Building Relationships is the new Core Competency sameer.patel@sovosgroup.com| @sameerpatel 5
  • 6. WHY?The Emergence of the Connected,Social Customer
  • 7. You Controlled the Message < < Sales & Marketing Your Prospect Their Moneyand Customers sameer.patel@sovosgroup.com| @sameerpatel 7
  • 8. Not Anymore > Your Prospect Their Their Moneyand Customers Networks sameer.patel@sovosgroup.com| @sameerpatel 8
  • 9. Access to social and traditional web content now equalized sameer.patel@sovosgroup.com| @sameerpatel 9
  • 10. The Customer Contract is Changing…How you provide …How you Prospects Service and Engage with Customers Them …How you Innovate sameer.patel@sovosgroup.com| @sameerpatel 10
  • 11. Implications of the Social Customersameer.patel@sovosgroup.com| @sameerpatel 11
  • 12. Implications of the Social CustomerEngagement. Not Data 12 sameer.patel@sovosgroup.com| @sameerpatel
  • 13. Implications of the Social Customer They want the Best Answers….And Only From the Experts.
  • 14. Implications of the Social Customer Minimal Latency 14 sameer.patel@sovosgroup.com| @sameerpatel
  • 15. Implications of the Social Customer Global Competency yet Local Relevancy sameer.patel@sovosgroup.com| @sameerpatel
  • 16. Implications of the Social Customer Goods Sold Goods Sold = =Goods Produced Ability to Satisfy
  • 17. The Enterprise 1.0 Dilemma <placeholder image>sameer.patel@sovosgroup.com| @sameerpatel 17
  • 18. “The Enterprise 1.0 Dilemma”We’re Optimized. For Silos sameer.patel@sovosgroup.com| @sameerpatel 18
  • 19. The Case for the Collaborative EnterpriseHow We Market…How We Design and Fulfill…How We Operate…
  • 20. How We Market Today? How We Market Today
  • 21. How WeMarketToday? The Result
  • 22. How We Market Today Marketing and Support Employe EmployeCustomers es Employe es Employees es Suppliers Partners The Silo’d Enterprise The Best Minds Are Shut Out
  • 23. Marketing in the 21st Century Collaborative Enterprise Marketing and Suppliers Support CUSTOMERS R&D Product Partners DesignWrap the Best Minds Around Customer Needs
  • 24. How we Innovate and Produce todayR&D and Innovation Production and Support Operationally Efficient for Ourselves
  • 25. Innovation - Global Competency / Local Relevancy CUSTOMER CUSTOMER INNOVATIONR&D and Innovation Production and Support 25 sameer.patel@sovosgroup.com| @sameerpatel
  • 26. How Customers Engage ConsumersEngagement Content Data Consumers Operates in the ‘Me’ Web sameer.patel@sovosgroup.com| @sameerpatel 26
  • 27. How Organizations Engage. Well They Don’t! X X Data Content Engagement Enterprises Operate in the ‘Systems’ Web sameer.patel@sovosgroup.com| @sameerpatel 27
  • 28. How Organizations Engage Today’s Process Centric Design Heightened risks and costs of building, marketing and selling products Ineffective engagement models to sell what customers want to buyOrganizations Operate in the ‘Systems’ Web sameer.patel@sovosgroup.com| @sameerpatel 28
  • 29. How the 21st Century Collaborative Enterprise Operates Business Activity Process Engagement +Designing Around the Needs of the Customer `
  • 30. How the 21st Century Collaborative Enterprise OperatesPeople At The Core of Business Activity
  • 31. Do’s and Don’ts ENTERPRISE 2.0 – What is it? Team Operational Financial Efficiencies Metrics Metrics Drive Customer Operational Revenue Centricity Efficiency Employees, Customers and Lower Cost Partner Collaboration Innovation Customer Customer Centricity Reduce Risk CentricityUnderstand the operational and financial metrics you need to impact and build an execution plan accordingly sameer.patel@sovosgroup.com| @sameerpatel 31
  • 32. Summarizing the Opportunitysameer.patel@sovosgroup.com| @sameerpatel 32
  • 33. The Opportunity ENTERPRISE 2.0 – What is it?The Social Web exposes the true sentiment and needs of your customers…. sameer.patel@sovosgroup.com| @sameerpatel 33
  • 34. The Opportunity ENTERPRISE 2.0 – What is it?Collaborative Enterprises Drastically Reduces Customer Acquisition Costs…. sameer.patel@sovosgroup.com| @sameerpatel 34
  • 35. The Opportunity ENTERPRISE 2.0 – What is it?You Own Most of the Ingredients Already…. sameer.patel@sovosgroup.com| @sameerpatel 35
  • 36. The Opportunity ENTERPRISE 2.0 – What is it?And The Collaborative Enterprise comes for an attractive ROI. Sameer.patel@sovosgroup.com| @sameerpatel 36
  • 37. ThanksSameer PatelTwitter: @sameerpatelBlog: pretzellogic.orgsameer.patel@sovosgroup.comWeb: sovosgroup.com
  • 38. About Sovos
  • 39. About Sovos About Focus • Strategy and Execution • Employee & Workplace Consulting Firm Performance • Focus: Helping organizations • Process Performance accelerate business – Sales and Marketing performance with the – Partner Relationships strategic use of social and – Customer Engagement collaborative technologiesTeam Experience: Sun/Oracle, Cisco, McKesson, Merck, CA,Sony PlayStation, Sabre, KPMG, amongst others Sameer.patel@sovosgroup.com| @sameerpatel 39
  • 40. About Sovos What We Do Leadership Workshops: Identify where collaboration can in fact accelerate workplace and process performance Strategy and Execution Planning engagements Operational and Program Design for scalable rollouts Go to Market and Competitive Assessments for social software Sameer.patel@sovosgroup.com| @sameerpatel 40