Social Enterprise - Accelerating service provider profitability
Social EnterpriseAccelerating Communications Service ProviderProfitability and Growth /salesforce @dbilimoria64 In/dave-bilimoria
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Social Revolution: Social Eats the Web Social Network Usage Rest of the Web Usage 8 hours per month on social media2007 2008 2009 2010 2011Source: Comscore, “Top 10 Need-to-Knows About Social Networking and Where It’s Headed” December 2011
Social Revolution: Social Networking Surpasses Email Social Users Email Users 1.9 users billion social 2007 2008 2009 2010 2011Source: Comscore, June 2011
Social Revolution: Next Generation Devices Changing How We Access the Web Tablets Smartphones 1.8 Laptops Desktop billion mobile devices by 2014 2006 2007 2008 2009 2010 2011 2012E 2013E 2014ESource: Gartner Research, Smartphone, Tablet, and PC Forecast, December 2011
Social Revolution: Products Now Connected to Social Networks 1.8 Billion 3.5 Billion Networked ProductsNetworked Computers Total of 5.3 Billion Connected Devices 2014Source: IDC Predictions: 2012 competing for 2020. December 2011
Telecoms are heading for a massive crunch Bandwidth & Services Revenue Time
Steve MannelGlobal Industry ExecutiveMedia & Communications
State of the IndustryTwo Different Perspectives Operators want to Customers expect … differentiate with … … tailored products, … personalized and services and timely care at every devices on great interaction networks
Industry built for (hyper) growth, but operating in a new reality (PwC) Post-pay and pre-pay bifurcation Doesn’t everyone have 4G? It’s all about the smartphone … and marketplace for me Smartphone data usage and network requirements growing faster than revenues Don’t market a mobile broadband lifestyle that’s capped Loyalty averaging 48 months, trending down How to differentiate beyond network, devices, plans and apps?Source: PwC, “No wires attached. Changes and trends in the North American wireless industry” March 2012
Industry built for (hyper) growth, but operating in a new reality (ACN)Mobile device proliferationIncreased customer sophisticationNetwork commoditizationNew class of competitorBilling systems preventing agilityAccenture recommends a billingtransformation … ??Source: Acceture, “How Communications ServiceProviders Can Transform TelecomBilling Operations to Support aNew Convergent, Digital Business” March 2012
But the social revolution has created a social divide.
The Social Divide – Customers and Companies Your customers and What about employees are social. your company?
Verizon Think Forward“The Social Enterprise …We are completely aligned.”Bob Toohey VES Quick Facts:President, • Implemented in 14 weeksVerizon Business • Consolidated 6 sales systems into one for first ever unified forecast • Over 12k users in production • Expecting over 80k Chatter+ users • Over 2600 groups by March • Accelerating “merge” of VzB, VzW and Terremark
Rogers Loyal Customers Reserve the Hottest DevicesNRS Quick Facts: Implemented in 6 weeks Processed 22,000 orders in first 24 hours Processed 48,000 orders in first week Almost 1M page views on launch day Deflected +10Ks of calls to contact center7 Day Business Case: 48,000 orders * $55 ARPU * 12 Months = $31,680,00 Before competition had inventory available