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Social media and analytics on
product development
Aslam Hirani
Customers and Devices used by them are connected
3 Billion
internet
users**
1.75 Billion
smart
phones/tablets*
4.9+ Billio...
… and social media has become the largest focus group
Customers are
fast in reporting
product/service
dislikes
2 Billion s...
Technology and demanding customer are pushing for
faster response
42% of users
complaining in
social media
expect 60 minut...
Only some companies are using social media for product
development
kalypso survey
Companies are still catching up with demanding customer
and new technologies
Only 33% analyze
customer insight across
orga...
Challenges
… As Companies are facing multiple Challenges in using
social media and analytics
Minimal IT
Experience
interna...
… Its Time for sharing Knowledge
• How are you or your company's product development
teams using social media and analytic...
Social media and Analytics can be used in 3 different ways
• Ideation
• Design Improvement
• Remote Support
Social media and Analytics can be used in 3 different ways
• Ideation
• Design Improvement
• Remote Support
Online and Physical focus groups to engage the customers
Extract
Information
Product
Development
Involve experts
Share Kno...
IBM - Internal Crowd sourcing of ideas - to bring emerging
technologies in market early.
IBM CIO - “Internal community of
...
Import.io engages users by sourcing their ideas and voting
by peers
Generate new ideas for product development or solving
specific problems using crowdsourcing and open innovation
Process to...
Open Innovation used by companies for research areas
Tata Steel using NineSigma open innovation framework
Some companies are using the competition route to solve
problems
Industry leaders are using open Innovation to generate new
Ideas
Samsung
“We get most of our ideas from
the market,”
- Kim...
Companies can reap 3 major advantages of Open
Innovation
Wide Pool of Ideas
Fast Development
Cost Reduction
… Its Time for sharing Knowledge
• How is your company involved in open
Innovation/Focused Customer Engagement?
• What are...
Social media and Analytics can be used in 3 different ways
• Ideation
• Design Improvement
• Remote Support
product design improvements can be continuously done by
listening to feedback from device usage
customers/
Device/
Softwar...
… and product design improvements can be done by
listening to feedback from social media sources
Device/
Software
Product
...
… and product design improvements can be done by
listening to feedback from warranty and customer support
Social
Media/
Di...
… and product design improvements can be done by
listening to feedback from operations
Social
Media/
Discussion
Groups
War...
BMW uses big data and analytics technology
to help detect and fix vulnerabilities in
automobiles before new models are lau...
Social media and Analytics can be used in 3 different ways
• Ideation
• Design Improvement
• Remote Support
Cost of Returns is high and most of the returns don’t have
issues
● 8% of customer sales
● 5–6% of sales on managing retur...
Multichannel support need to be provided to the customer
for resolving product issues
Social
Media/
Discussion
Groups
Devi...
Multichannel support need to be provided to the customer
for resolving product issues and educate on product usage
Social
...
GE uses predictive analytics to fix the problems before they
occur
Analytics Engine
Huge Data frommachine parts
Change the...
Social media and analytics framework
Collect data
People
and
Platform to
Analyze
data
Product
Developm
ent
Customer
engage...
Linked in - in.linkedin.com/in/aslamhirani
Twitter - @aslamhirani
Skype - hiraniaslam
Website - www.innobryx.com
Thanks
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Social Media and Analytics for Product Development.pptx

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Social Media and Analytics for Product Development.pptx

  1. 1. Social media and analytics on product development Aslam Hirani
  2. 2. Customers and Devices used by them are connected 3 Billion internet users** 1.75 Billion smart phones/tablets* 4.9+ Billion Connected devices *** ● http://www.statista.com/statistics/278414/number-of-worldwide-social-network-users/ ** www.statista.com/statistics/273018/number-of-internet-users-worldwide/ *** http://www.gartner.com/newsroom/id/2905717
  3. 3. … and social media has become the largest focus group Customers are fast in reporting product/service dislikes 2 Billion social media users* Co-Creation market is projected to grow to 5.5 billion in 2015** ● Less than 24 hours after removing the offline maps browsing capability from Google Maps for Android, Google has returned the feature back to the app ● Urban Outfitters pulled a shirt covered in the word "depression" after outraged customers took to social media to rant. ● http://www.statista.com/statistics/278414/number-of-worldwide-social-network-users/ ** Business Innovation Observatory Contract No 190/PP/ENT/CIP/12/C/N03C01
  4. 4. Technology and demanding customer are pushing for faster response 42% of users complaining in social media expect 60 minute response time.
  5. 5. Only some companies are using social media for product development kalypso survey
  6. 6. Companies are still catching up with demanding customer and new technologies Only 33% analyze customer insight across organizational boundaries.* 96% of mobile apps currently lack in-line service ** ● Forrester 2014 ** Gartner Research 2014
  7. 7. Challenges … As Companies are facing multiple Challenges in using social media and analytics Minimal IT Experience internally to build or integrate complex systems No Formal Strategy for utilization of social media inputs Unable to build/Utilize collaborative focus groups No Actionable analytics Low Budget for Social/Device Analytics
  8. 8. … Its Time for sharing Knowledge • How are you or your company's product development teams using social media and analytics for product development? • Challenges that your company has faced in using social media or analytics for product development?
  9. 9. Social media and Analytics can be used in 3 different ways • Ideation • Design Improvement • Remote Support
  10. 10. Social media and Analytics can be used in 3 different ways • Ideation • Design Improvement • Remote Support
  11. 11. Online and Physical focus groups to engage the customers Extract Information Product Development Involve experts Share Knowledge Resolve issues Brainstorm ideas Provide incentives IBM Vision
  12. 12. IBM - Internal Crowd sourcing of ideas - to bring emerging technologies in market early. IBM CIO - “Internal community of innovators and early adopters to try new and beta versions of IBM technologies and give feedback to shape the development of the technology”.
  13. 13. Import.io engages users by sourcing their ideas and voting by peers
  14. 14. Generate new ideas for product development or solving specific problems using crowdsourcing and open innovation Process to evaluate the ideas Select the idea Reward the participants
  15. 15. Open Innovation used by companies for research areas Tata Steel using NineSigma open innovation framework
  16. 16. Some companies are using the competition route to solve problems
  17. 17. Industry leaders are using open Innovation to generate new Ideas Samsung “We get most of our ideas from the market,” - Kim Hyun-suk, an executive vice president at Samsung, in a conversation about the future of mobile devices and television.
  18. 18. Companies can reap 3 major advantages of Open Innovation Wide Pool of Ideas Fast Development Cost Reduction
  19. 19. … Its Time for sharing Knowledge • How is your company involved in open Innovation/Focused Customer Engagement? • What are the challenges that your company has faced in using Open Innovation/Focused customer engagement? • Are your product development teams involved in Open Innovation or Focused Customer Engagement?
  20. 20. Social media and Analytics can be used in 3 different ways • Ideation • Design Improvement • Remote Support
  21. 21. product design improvements can be continuously done by listening to feedback from device usage customers/ Device/ Software Product development Update of product features Usage of features Product usage Patterns Product performance Product issues
  22. 22. … and product design improvements can be done by listening to feedback from social media sources Device/ Software Product development Update of product features Usage of features Product feedback Competitor feedback New feature ideas Social Media/ Discussion Groups Feedback, Product Ideas
  23. 23. … and product design improvements can be done by listening to feedback from warranty and customer support Social Media/ Discussion Groups Warranty/Cu stomer Support Device/ Software Product development Feedback, Product Ideas Product Returns product issues Update of product features Usage of features Defect reported Product returns Usability issues
  24. 24. … and product design improvements can be done by listening to feedback from operations Social Media/ Discussion Groups Warranty/Cu stomer Support Device/ Software Product development Feedback, Product Ideas Product Returns product issues Operations Product Performance Update of product features Usage of features Production performance Product deployment Operation complexity
  25. 25. BMW uses big data and analytics technology to help detect and fix vulnerabilities in automobiles before new models are launched. prototype test runs Workshop reports Analytics Engine New Models Advantage : ● Reduce expensive and time- consuming repairs later on ● Number of workshop Visits
  26. 26. Social media and Analytics can be used in 3 different ways • Ideation • Design Improvement • Remote Support
  27. 27. Cost of Returns is high and most of the returns don’t have issues ● 8% of customer sales ● 5–6% of sales on managing returns 70% of these returns can be reported as “no trouble found,” Cost of returns is Whereas
  28. 28. Multichannel support need to be provided to the customer for resolving product issues Social Media/ Discussion Groups Device/ Software Product development Resolve issues Software update Self Support
  29. 29. Multichannel support need to be provided to the customer for resolving product issues and educate on product usage Social Media/ Discussion Groups Customer Support Resolve issues Mobile /Website live support
  30. 30. GE uses predictive analytics to fix the problems before they occur Analytics Engine Huge Data frommachine parts Change the Parts before they fail
  31. 31. Social media and analytics framework Collect data People and Platform to Analyze data Product Developm ent Customer engagement Collect data Consolidat e the data Data collection tool
  32. 32. Linked in - in.linkedin.com/in/aslamhirani Twitter - @aslamhirani Skype - hiraniaslam Website - www.innobryx.com Thanks

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