@vanessathomps

Innovation Management
How Social Technologies Are Changing the Way Companies Interact

INV108 - IBM Connec...
@vanessathomps
Communication is Business

@vanessathomps
Make A Plan…

@vanessathomps
Benefits

@vanessathomps
Connectivity
Economic changes

Social changes

Business Model changes
6
Social Changes

Are you the same person on
Facebook , LinkedIn and Twitter?

@vanessathomps
© IDC Visit us at IDC.com and follow us on Twitter: @IDC

@vanessathomps

8
Business Model Changes.

© IDC Visit us at IDC.com and follow us on Twitter: @IDC

@vanessathomps

9
Communities

10
Why?
Q. What specific initiatives are you planning to conduct using social software
for BUSINESS purposes in the next 12 m...
Communities – Promotion
Sales

Marketing

12
Communities - Feedback
Product
Innovation

Customer
Service

13
Innovation
Product Innovation

Business Model

Discrete

Continuous

14
Today – Mostly Discrete
Customers – Partners
Employees (outside the
Innovation silo)

Innovation
Process (or
accident)

No...
Future - Continuous
Innovation Process

Connected

Integrated System
16
Model for Managing Innovation

Develop

Evaluate

Produce

Design

Execute

Feedback

Collect

Analyze

Collect
Select

© ...
Ideasource

 Source

 Collect

@vanessathomps

18
Develop

 Evaluate

 Select

@vanessathomps

19
Produce

 Design

 Execute

@vanessathomps

20
Feedback

 Collect

 Analyze

@vanessathomps

21
Communication is Business

© IDC Visit us at IDC.com and follow us on Twitter: @IDC

@vanessathomps

22
Some Things to Consider
 Power of Community
 End-to-End Process
supported by Integrated
Systems
 Power of Crowdsourcing...
Some Things to Consider
 Chief Innovation Officer?
 Culture Change Requires a Specific
Plan
 Align Supporting Elements:...
Communities Connect Business

@vanessathomps
Thank You
Vanessa Thompson
Research Manager
Enterprise Social Networks &
Collaborative Technologies
@vanessathomps
about.m...
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IDC Communities and Innovation (IBM Connect 1/29/2014)

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How social technologies are changing the way companies interact and the way we do business

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  • Social Changes – economic changes - business model changes In the past – there was regular interaction with – saw regularly and built a trust relationship over a really long period of time interactions help us build relationships – Business and economic changes – google and amazon – googles revenue comes from an indirect source – they sell the ability to help people find your brand. Moving from mom and pop shops to new sources underpinned by connectivity and influence.
  • economic changes – I can now get “note I didn’t say buy or sell” whatever I want when ever I want.SixDoors, google shopping express, curated gifts
  • business model changes.Building trust over a really long period of time, responding and engaging rather than being prescriptive about how a customer should deal with a company. Also have to change and be responsive and part of the discussion. Talk about Roberto and his tradition in contrast with SixDoors. Local SF curated content pushed to me in categories that I like, sourced local and delivered intraday.
  • the community or network idea has two simple concepts - The idea of network – and the second thing is the idea of content, the creation of content and the availability of content (social media the vehicle for content) – communities grow up around all sorts of things - Public social networks and enterprise social networks – overall the power community and the idea of connectivity and bring people together around a common interest has a lot of power – the community idea is starting to grow into use cases that are valuable across the whole business you can learn about people and interact with them in a way you never could before – over time they build a trust relationship with you and your business - Those people will share information with you that they may not have shared before.Supplier networks are the oldest form of business networks around but companies have realized that they could take the trust relationships building inside communities, tap into them and connect them into your company and use them for a lot of other things. This gives you broad population of your customers partners and suppliers and frankly it is the customers that are most engaged with your brand because they have some reason to engage with you.
  • Market – large segment of your customers have a relationship with you – stop broadcasting out – learn about person? Starbucks I use my app and buy a cup of tea and a banana. Once a person can learn about you – they will share information they have never shared before. Build or get access to your customer community Analytics tools – take that and use it in all these data models – customer is giving you access to all these data models If you understand why you are building a community – you can start to predict behaviors – if you want to make a purchase. Sales force – customers – can I use influencers?
  • Customer Service is the easiest use case.Thinking about the interactions of a customer Customer is the way that customer expects to interact with you rather than the way you prescribe – im not saying meet the customers in the parking lotPeer to peer support – Can solve a lot of your problems in the community. Starbucks – Ideas – green stirerCommunity can be voice of the customer – why would you not want to know who the customer is
  • Product service/innovation – Important innovations have been business models (was the iPod the innovation or was it the iTunes) Now the same thing happens on ny TV and on my iPad. It was a nice mp3 player.Large software companies – they are innovative but I need my product to get incrementally better over time (I am a shareholder and I want to guarantee the long term revenue maintenance fee) Disruptive – these guys get all the press and they are required and large companies can consume the disruptive innovation but they can acquire a discrete innovation.
  • The nervous system – its like drinking coffee or running or eating your greens. It takes maintenance. We need to work on this otherwise we arent as healthy as we could be. If one part of our nervous system isnt quite right then the rest of the body can suffer. That is the same in business. Communities are a way to connect our businesses
  • As information assets are increasingly exposed via APIs, managing risks associated with security, governance, compliance, and IP protection will be increasingly complex but essential.Companies must have a clear picture of how social solutions will complement existing application architecture. Companies should begin to prioritize the key social workflow processes that will have a continued impact on the business because supporting the growing number of social capabilities and workflow in ad hoc scenarios will become impractical.Meeting changing employee, customer, and partner expectations will become the differentiator of companies that remain competitive. Companies need to find new ways to meet and serve these needs through delivering a highly responsive and intuitive user experience to all constituents.
  • IDC Communities and Innovation (IBM Connect 1/29/2014)

    1. 1. @vanessathomps Innovation Management How Social Technologies Are Changing the Way Companies Interact INV108 - IBM Connect 2014 Vanessa Thompson Research Manager, Enterprise Social Networks & Collaborative Technologies
    2. 2. @vanessathomps
    3. 3. Communication is Business @vanessathomps
    4. 4. Make A Plan… @vanessathomps
    5. 5. Benefits @vanessathomps
    6. 6. Connectivity Economic changes Social changes Business Model changes 6
    7. 7. Social Changes Are you the same person on Facebook , LinkedIn and Twitter? @vanessathomps
    8. 8. © IDC Visit us at IDC.com and follow us on Twitter: @IDC @vanessathomps 8
    9. 9. Business Model Changes. © IDC Visit us at IDC.com and follow us on Twitter: @IDC @vanessathomps 9
    10. 10. Communities 10
    11. 11. Why? Q. What specific initiatives are you planning to conduct using social software for BUSINESS purposes in the next 12 months? Online communities Social Learning Public social network for marketing /customer… Application/Video Sharing Socialytics (analytic tools and applications used to… Recruiting Web chat/voice/video over IP applications (including… Enterprise Social Network (including activity streams) Web broadcasting Peer feedback Online office productivity Blog/Wiki File/Content sharing service "Ideasourcing (tools that are used to collect ideas/ … Geo-Social networking Internal Discussion forum Prediction market "Innovation Management (more complex than… External Discussion forum Crowdsourcing External micro-blog for marketing / customer… Internal micro-blog External Gamification (particularly behavior analytics) Internal gamification (particularly behavior analytics) 0% 5% 10% 15% 20% 25% 30% 35% 40% N=701, IDC Social Software Survey, February 2013 11
    12. 12. Communities – Promotion Sales Marketing 12
    13. 13. Communities - Feedback Product Innovation Customer Service 13
    14. 14. Innovation Product Innovation Business Model Discrete Continuous 14
    15. 15. Today – Mostly Discrete Customers – Partners Employees (outside the Innovation silo) Innovation Process (or accident) No End-To-End System 15
    16. 16. Future - Continuous Innovation Process Connected Integrated System 16
    17. 17. Model for Managing Innovation Develop Evaluate Produce Design Execute Feedback Collect Analyze Collect Select © IDC Visit us at IDC.com and follow us on Twitter: @IDC Open Innovation Source Cocreation Ideasource @vanessathomps 17
    18. 18. Ideasource  Source  Collect @vanessathomps 18
    19. 19. Develop  Evaluate  Select @vanessathomps 19
    20. 20. Produce  Design  Execute @vanessathomps 20
    21. 21. Feedback  Collect  Analyze @vanessathomps 21
    22. 22. Communication is Business © IDC Visit us at IDC.com and follow us on Twitter: @IDC @vanessathomps 22
    23. 23. Some Things to Consider  Power of Community  End-to-End Process supported by Integrated Systems  Power of Crowdsourcing. Unlocking Distributed Expertise @vanessathomps 23
    24. 24. Some Things to Consider  Chief Innovation Officer?  Culture Change Requires a Specific Plan  Align Supporting Elements: Incentives, Organization, etc. @vanessathomps 24
    25. 25. Communities Connect Business @vanessathomps
    26. 26. Thank You Vanessa Thompson Research Manager Enterprise Social Networks & Collaborative Technologies @vanessathomps about.me/vanessathomps https://idc-insights-community.com/groups/it_agenda/socialbusiness 26

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