Accenture: Der Weg zur Social Enterprise – Best Practices für CIOs


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Der Gedanke der Social Enterprises verändert den Umgang der Unternehmen mit ihren Kunden. Begleiten Sie Jörg Besier, Accenture Cloud Lead in ASG, und Daniel Le Jehan, wie Sie über Best Practices bereits heute den Weg zum Social Enterprise beschreiten können und wie das Salesforce Innovation Center die Kunden hierbei unterstützt.

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Accenture: Der Weg zur Social Enterprise – Best Practices für CIOs

  1. 1. Cloudforce MunichHow to become a Social Enterprise?Jörg Besier and Danny Le JehanCopyright © 2012 Accenture All rights reserved. 1
  2. 2. Invented by the Mom-and-pop store we lost and finallyfound again the Social Enterprise Local, Personal Global, Standard Global, Personal Until 1970 1970-2005 Since 2005Copyright © 2012 Accenture All rights reserved. 2
  3. 3. The Social Enterprise is here to stay… …and you cannot afford to ignore it!Consequences of Ignorance Nothing in all the world is more dangerous than sincere ignorance and conscientious stupidity. – Dr. Martin Luther King•  Lacking insight into conversations•  Less influence on opinions•  Missed customer interaction opportunities•  Low speed of resolution of customer concerns•  Limited understanding of new customer needs•  Neglect of useful metrics on social’s impact,•  Degrading customer loyalty•  Less successful new products and servicesNext Accenture Technology Vision to be released in Jan. 2013Copyright © 2012 Accenture All rights reserved. 3
  4. 4. Social Collaboration has become a first-tier concern forC-Level ExecutivesTowards the fully-networked enterprise 85% indicated that they believe that enterprise-wide collaboration is more important than individual specialization for success. 75% indicated they plan initiatives to increase the use of communications and collaboration technologies in the following year.Enterprise Social Collaboration technologies such as Chatter can enable a new way ofworkingNext Accenture Technology Vision to be released in Jan. 2013Copyright © 2012 Accenture All rights reserved. 4
  5. 5. Starting with to build yourSocial Enterprise is a very good idea, but..…you do need a blacksmith!Copyright © 2012 Accenture All rights reserved. 5
  6. 6. Start with a compelling story... ...and develop a clear roadmap...Social Enterprise Story and Roadmap Compelling Story Functional PrototypesOpportunitySatisfaction Burden Relief Opportunity Phase I Phase II Phase III Business Case Execution Plan Copyright © 2012 Accenture All rights reserved. 6
  7. 7. .. and then we help to make sure all the requireddetails are being cared for during executionAccenture Expertise in Delivering Programs Functional Domains •  Industry knowledge & expertise •  Customer Relationship Management •  Social Engagement •  Workplace Collaboration •  Social Marketing Analytics Technical Domains •  Architecture Design •  IT Strategy & Transformation •  Social Media Innovation Center Program Management •  Business Case Development •  Complex Global DeliveryCopyright © 2012 Accenture All rights reserved. 7
  8. 8. Sales Transformation for one of the worldsLargest Technology CompaniesLargest Sales Transformation the History of the companyThe MissionImprove the customer experience, increase sales productivity and enhance management visibilityby transforming the clients end-to-end processes across the entire sales lifecycle The Challenges •  Mind shift from a product driven to customer centric organization •  Huge and complex organization with >35.000 users The Success Factors •  Executive Sponsorship •  Co-Create with the business: Sales rep at the center •  Fast end user deployment •  Management of change •  External partnershipCopyright © 2012 Accenture All rights reserved. 8
  9. 9. Meet Future Shock at Accenture’sLondon Innovation Centre OBJECTIVES 1.  Explore what Future Shock means for your business, using fresh insights and proven facilitation techniques to provoke and stimulate discussion, so that together we can generate a new level of thinking about your new consumer 2.  Shape your response to Future Shock and generate innovative ideas that can help your business respond to the needs of your new consumer 3.  Commit to a shared vision, your futurescape, about what the future looks like for your business: a firm, collective understanding of what really lies ahead. EXECUTION §  The experience will be immersive and interactive §  We will fully tailor the experience to align to your ambitions §  We will use proven world-class facilitation techniques §  You will have access to the latest thinking and insights through a dedicated micro-site before, during and after your session.Copyright © 2012 Accenture All rights reserved. 9
  10. 10. The Innovation Centre Experience will be interactive,immersive and engaging Pre-Away Day Away Day Post-Away Day -6 weeks 1-2 days +2 days onwards q  Client confirmation and preparation q  Insight - q  Provide write-up of away day day (-6 to -5 weeks) understand the and experience implications of the q  Provide physical reminder of the §  Confirm attendees and objectives changing consumer discussion on the day §  Send invite and confirm dates for on your business interviews q  Micro-site in place for further and start to paint a sharing of relevant insights q  Design tailored away day picture of the future experience q  Accenture/Client Team check- q  Innovate - Turn key points established to monitor (-4 weeks) progress following the away-day insights into §  1:1 interviews with each attendee innovations and q  Ongoing dialogue to support §  Design tailored approach and content design a unified commitments made during the to meet client ambitions ‘vision of the future’ away day §  Provide access to microsite q  Commit - Turn the q  Finalise Future Shock away day vision into reality by (- 3 to -2 weeks) identifying a clear set of priority areas / §  Finalise agenda and review with client questions that need q  Prepare client team to attend the to be addressed Innovation Centre (-1 week) Pre-away day consumer immersion §  Confirm logistics activity optional. §  Provide away day pack to all attendees Pre- or Post- Away Day dinner can also be arrangedCopyright © 2012 Accenture All rights reserved. 10
  11. 11. Welcome to the London Innovation Centre—step inside Innovation Room•  Introduction to Accenture’s London Innovation Centre, with technology and concepts designed to ‘shock and awe’•  Innovative, state of the art demos to explore, with access gained through latest facial recognition software Context Room •  Explore what Future Shock means for your business using world class facilitation techniques •  Cutting edge touch screen technology allowing multiple attendees to interact at the same time using the world’s first 10mx3m video wall Business Sphere•  Fully immersive experience surrounding attendees in the world of Future Shock•  Versatility to explore multiple environments to understand the needs of today’s consumer Solutions Room •  You can draw up your futurescape to combat tomorrow’s real challenges •  A blank canvas – ideas can be scribbled anywhere in the room •  You will leave with a firm commitment and resolve.Copyright © 2012 Accenture All rights reserved. 11 11
  12. 12. About Accenture and Salesforce.comWe help you to build your Social Enterprise•  Salesforce’s most successful strategic alliance partner.•  3,200+ cloud projects completed or in progress around the world in over 44 countries•  1,500+ skilled professionals•  500+ SaaS implementations on enterprise levelCopyright © 2012 Accenture All rights reserved. 12