Undestanding Social Business Strategy

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Undestanding Social Business Strategy

  1. 1. IBM Social Business Strategyand Collaboration Solutions IBM Collaboration Solutions WW Sales Enablement team ©2012 IBM Corporation
  2. 2. Line Of Business – Key to Social Business sales 65% of LOB buyers will buy without IT - Forrester 2011 © 2012 IBM Corporation 2
  3. 3. Social Business opportunity will reach $73B in 2012 across Software, Services & Hardware Solutions $5B $4B $4B $4B Growing by Customer Product & CHRO Workforce CSO VP Industry Vertical $17B 13% CMO Care & R&D Service CFO Optimization Solutions Insight Innovation Consulting $16B $35B 12% IT Services $19B Social Networking Social Analytics Social Content Collaboration: $7B $2B $4B $16B 9% Compliance, Business Process Management, Project Management $3B Hardware, Appliances $4B $ 4B 7%Sources: ICS Strategy Analysis, IBM Market Analysis © 2012 IBM Corporation 3
  4. 4. In 2012, we are focusing on 3 key SocialBusiness scenarios Workforce Customer Care Product & Service Optimization & Insight Innovation © 2012 IBM Corporation 4
  5. 5. Workforce Optimization Goals Mobilize for speed & flexibility WorkforceOptimization Improve recruiting & onboarding Retain expertise leaving the company Cultivate creative leaders Create a culture of sharingCOO, CFO, GM, LOB, CIO, Increase employee engagement CHRO © 2012 IBM Corporation 5
  6. 6. Workforce Optimization Mobilize for speed & flexibility Goals Business Challenges Capabilities SolutionsMobilize for •  Non-collaborative culture •  Facilitate communities for most •  Intranetspeed and complex process, products, Experienceflexibility •  Complex decisions Suite •  Forum for open communication •  Employee buy-in for real change across employees •  Social •  Locating resources & coordinating Collaboration •  Executive Blog with video, effort asking questions, … •  Social Analytics •  Build cross silo working •  IBM SmartCloud relationships & culture Engage •  Provide intranet channel for •  Compliance, consistent messages, linkages Risk to resources & experts Management & Governance © 2012 IBM Corporation 6
  7. 7. Workforce Optimization at TD Bank •  Expected resistance to keeping branches open on Sunday… •  Used social environment for open dialogue on the idea across company •  Allowed employees to voice concerns, but … •  Allowed TD to respond quickly to alleviate concerns “We made our employees part of a highly transparent decision making process [Frustration] shifted to pride and excitement about being open on Sundays for our customers” -- Wendy Arnott,VP of social media & digital communications, TD Bank Group © 2012 IBM Corporation 7
  8. 8. ICS Social Business Framework Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery Model © 2012 IBM Corporation 8
  9. 9. Workforce Optimization - Solutions, Products, Services Ø IBM SmartCloud Engage Consulting Ø Intranet Experience Services Transform Envision Enable Adopt Optimize Suite Ø Websphere Portal Access Points / Ø Lotus Notes / Domino Experiences Ø IBM Sametime Ø IBM Forms Social Networking Social Content Social Analytics Ø Mobile tools Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web Mobile Portal Accelerator Ø  joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Ø Social Everywhere Business Services Process Governance and Lifecycle Management Delivery Model © 2012 IBM Corporation 9
  10. 10. Workforce Optimization - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Collaboration Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery ModelØ  Social Collaboration Ø  IBM Connections Ø  IBM Web Content ManagerØ  Social Content Management Ø  IBM FileNet Ø  IBM Quickr © 2012 IBM Corporation 10
  11. 11. Workforce Optimization - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Ø  Governance, Risk Management & Compliance for Social Ø  Actiance Vantage Ø  Lotus Protector Delivery Model © 2012 IBM Corporation 11
  12. 12. Workforce Optimization - Solutions, Products, ServicesØ  Quickstarts For Connections, Quickr, Sametime,Ø  Deployment Planning SmartCloud, Portal, Notes, Domino,Ø  Adoption Content Manager, FormsØ  Optmization Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery Model © 2012 IBM Corporation 12
  13. 13. Customer Care & Insight GoalsCustomer Care Enhance Customer Relationships" & Insight Increase Products per Customer" Accelerate Customer Responsiveness" Improve Brand Loyalty" Optimize Service across Channels"CMO, VP Sales, VP Customer Service Increase Success of Marketing Campaigns" © 2012 IBM Corporation 13
  14. 14. Customer Care & Insight Enhance Customer Relationships" Goals Business Challenges Capabilities SolutionsEnhance •  Knowledge about customers spread •  Build dynamic customer- •  Customercustomer widely across organization personalized information Experience Suiterelationships sources •  Customers can’t find information to their •  Intranet specific situations •  Create internal spaces for Experience Suite involved employees to discuss •  Customer experience varies broadly per-customer issues •  Cognos across many channels Customer Insight •  Create public communities for customer-facing roles and customers to converse (e.g., SXC Healthcare) •  Track per-customer participation across education, marketing events, sales meetings, etc. © 2012 IBM Corporation 14
  15. 15. Customer Care & Insight - SXC Health Solutions “Some of our best ideas “Great IBM social tools allow come from our customers” our employees to collaborate regardless of location” © 2012 IBM Corporation 15
  16. 16. Customer Care & Insight - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Ø Customer Experience Suite Access Ø Intranet Experience Suite Points / Experiences Ø Websphere Portal Social Networking Social Content Social Analytics Ø IBM Sametime Ø IBM Forms Mail, presence indicator, meetings, Web content editing, social portal, Ø Web Content Manager Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Ø Mobile Portal Accelerator Services Process Governance and Lifecycle Management Delivery Model © 2012 IBM Corporation 16
  17. 17. Customer Care & Insight - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery ModelØ  Social Collaboration Ø  IBM Connections Ø  UnicaØ  Social Analytics Ø  Cognos Customer Insight Ø  SPSSØ  Social Content Management Ø  CoreMetrics Ø  Filenet © 2012 IBM Corporation 17
  18. 18. Customer Care & Insight - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Ø  Governance, Risk Management & Compliance for Social Delivery Ø  Actiance Vantage Model © 2012 IBM Corporation 18
  19. 19. Customer Care & Insight - Solutions, Products, ServicesØ  Quickstarts For Connections, Quickr, Sametime,Ø  Deployment Planning SmartCloud, Portal, Domino, ContentØ  Optimize Manager, Forms Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery Model © 2012 IBM Corporation 19
  20. 20. Product & Service Innovation Goals Product & Radically Innovate Models, Markets, Products Service Innovation Increase Speed of New Products to Market Innovate Through Partnerships Cultivate Networks & Communities of ExpertiseCOO, VP Product Dev, Chief Design Officer, Increase Quality of New Products & Services VP Research © 2012 IBM Corporation 20
  21. 21. Product & Service Innovation Radically Innovate Models, Markets, Products Goals Business Challenges Capabilities SolutionsEstablished •  Islands of expertise •  Build communities to brings •  Socialacademic and teams together Collaborationother partners •  Lack of collaboration acrossto accelerate similar teams •  Build cross silo working •  Social Contentinnovation relationships Management •  Limited Expertise in certain areas •  Build culture with consistent, •  Intranet •  Inflexible legacy models, products, role based messages & Experience infrastructure conversations Suite •  Connect to contextual expertise & resources •  Build external partnerships across the supply chain •  Crowdsource ideas with partners & customers © 2012 IBM Corporation 21
  22. 22. Product & Service Innovation at Asian Paints Transforming their core business model Selling paint products Design & décor servicesNeeded to:l  Foster a Culture of Innovationl  Facilitate multinational cultural perspectivel  Crowdsource ideas from ecosystem of partners, interior designers, retailers © 2012 IBM Corporation 22
  23. 23. Product Innovation - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Ø Intranet Experience Suite Ø Websphere Portal Access Points / Ø Lotus Notes / Domino Experiences Ø IBM Sametime Ø IBM Forms Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery Model © 2012 IBM Corporation 23
  24. 24. Product Innovation - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery ModelØ  Social Collaboration Ø  IBM Connections Ø  IBM Web Content ManagerØ  Social Content Management Ø  IBM Quickr Ø  IBM FileNet © 2012 IBM Corporation 24
  25. 25. Product Innovation - Solutions, Products, Services Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Ø  Governance, Risk Management & Compliance for Social Ø  Actiance Vantage Ø  Lotus Protector Delivery Model © 2012 IBM Corporation 25
  26. 26. Product Innovation - Solutions, Products, ServicesØ  Quickstarts For Connections, Quickr, Sametime,Ø  Deployment Planning SmartCloud, Portal, Notes, Domino,Ø  Optimization Content Manager, Forms Consulting Services Transform Envision Enable Adopt Optimize Access Points / Experiences Social Networking Social Content Social Analytics Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more Social Business Services Process Governance and Lifecycle Management Delivery Model © 2012 IBM Corporation 26
  27. 27. Focus for Value-based selling to Line of BusinessProduct & Service Customer Care Workforce Innovation & Insight OptimizationVP Product Dev, Chief Design CMO, VP Sales, VP COO, GM, LOB, VP Officer, COO Customer Service HR, CIO VP Research © 2012 IBM Corporation 27
  28. 28. Cross-IBM Social Business offerings Smarter Commerce Collaborative Decisioning Cognos 10 + Connections Sterling Commerce, Core metrics, Unica, Custmer Expereince Advanced Case suite,Cognos Consumer Insight, IBM Management Case Manager FileNet + Connections Case Manager + Sametime Community Insights Social Augmented BPM Cognos Consumer Insight + Lombardi / Connections; Cognos BI + WebSphere Process Server + Connections Connections (planned) Social Software Governance, Risk EngineeringManagement, Compliance Rational Jazz + Connections + Tivoli directory, identity, and Sametime security mgmt. products + Connections + Vantage + SmartCloud Social Information Social Application Management Middleware DB2 products + Cognos + WebSphere products + Cognos + Connections, etc. Connections, etc. © 2012 IBM Corporation 28
  29. 29. Why IBM?Our value proposition is stronger than any of our competitors... Market-Leading Software, Strategic Services, Wide Industry Perspective, Technical thoughtleadership, Global Infrastructure …combined brings a full social business transformation to clients Platform Ø  IDC identified IBM as the marketshare leader in Social Software Platform Providers two years Incumbents Soci Insurgents in a row1 al Busi ness Ø  Gartner ranked IBM in the Leader Quadrant for Social Software in the Workplace for third year.2 Application Ø  Forrester Wave on Enterprise Social Platforms ranked IBM as a Leader.3 Sources: 1. IDC, “Worldwide Social Platforms Vendor Shares,” Jun 2011. Doc #228808 2. Gartner, Inc. "Magic Quadrant for Social Software in the Workplace" by Nikos Drakos et al., Aug. 25, 2011 3. The Forrester WaveTM: Enterprise Social Platforms, Q3 2011. August 24, 2011 © 2012 IBM Corporation 29
  30. 30. Social Business AGENDA A Align Organizational Goals & CultureSocial Business G Gain Social Trust E Engage through Experiences N Network Your Business Processes D Design for Reputation & Risk Management A Analyze Your Data © 2012 IBM Corporation 30
  31. 31. What do you do next?SocialBusiness UniversityOnline resource to find detailed informationby Line of Business scenarios, Industry, andProducts & Solutions across ICS and IBMhttp://swglearning.raleigh.ibm.com/sbuniversity © 2012 IBM Corporation 31
  32. 32. ©2012 IBM Corporation

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