Social business a shiny object or a golden ticket

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Great presentation by Kimbeley Edwards from Open Text on social media generally, but specifically how it adds value in the enterprise.

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Social business a shiny object or a golden ticket

  1. 1. Social Business:A Shiny Object or Your Golden Ticket!Kimberly Edwards,Senior Product Marketing Manager@kimberlyedwards#otew2012 Copyright © OpenText Corporation. All rights reserved.
  2. 2. Let’s Connect! @kimberlyedwards #OTEW2012 #CEM
  3. 3. What are we going to talk about OpenText’s social media philosophy Applying social business externally OpenText use case Applying social business internally Delivering a social business framework Q&A3
  4. 4. Shiny Object or Golden Ticket? 4
  5. 5. There is no Magical Pill!“Success will followintegration, properplanning and executionof a plan that alignswith your businessgoals…” Social Business: It’s NOT about the Next Big Thing! By: Pam Moore
  6. 6. Our social media philosophy Customer Support Social media is not Marketing Strategy a strategy, it should support a strategy Knowledge Management Product Development 2
  7. 7. Social Media: applicable to one or multiplebusiness processes Source: Dachis Group
  8. 8. Social Business: illustrated
  9. 9. Tapping into the collective intelligence in theEnterprise to develop new ideas and solutions forincreased profitability and growth.
  10. 10. Breaking down the silos to encourage and equipcollaborative decision-making across the Enterprise.
  11. 11. Inspiring a better way to work by moving themonologues in emails to dialogues in a communitysetting.
  12. 12. Shifting the communication method from top down tomany to many, facilitating more participative andcollaborative communications.
  13. 13. Connecting teams and their skills on a global scale toimprove and enhance collaborative businessrelationships.
  14. 14. Creating a system of engagement to increase valueand adoption, tied to a system of record that is secureand governed.
  15. 15. Facebook for the Enterprise?17
  16. 16. Call to Action: Apply Social Media to the Enterprise Externallyhttp://mashable.com/2009/06/30/social-media-enterprise/ 5
  17. 17. Research and Learn about Your Customers 6
  18. 18. When customers experience problems attempting to conduct an online transaction, 78% share their experience with others**Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive 7
  19. 19. 74% said when they read a negative comment online, it influences their likelihood to do business with the company**Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive 8
  20. 20. Respond Monitor ReactImage owned by DreamWorks
  21. 21. Create Communities to Foster Relationships 9
  22. 22. Build a Reputation of Expertise 10
  23. 23. Ramp up Your Networking 11
  24. 24. Learn from Others12
  25. 25. Create New Channels for Conversation It’s not enough for customers to follow or friend a brand. They want to experience the brand through open conversation. 13
  26. 26. External Use Case Examples 14
  27. 27. Giving Customers a Voicehttp://www.opentext.com/2/global/sso_download_open?docpath=/corporate/customer/casestudy/qad-1209-en.pdf 15
  28. 28. Encouraging Participation and Cultivating Communities 16
  29. 29. Call to Action:Apply Social Media to the Enterprise Internally17
  30. 30. Build Connections and Create a Network 19
  31. 31. Enable Conversations20
  32. 32. Encourage Transparency
  33. 33. Enable Teams to Work Together
  34. 34. Cultivate Communities 22
  35. 35. Create and Innovate Collectively 24
  36. 36. Converse and share with your Customers 25
  37. 37. Social Media Risk vs. Rewards Recent research by Iron Mountain revealed that as many as 74% of businesses have banned social media. 34
  38. 38. Social Compliance33
  39. 39. Social Compliance – Records Mgmt & Archival 35
  40. 40. Can I measure Social Business?Copyright © OpenText Corporation 2011. All rights reserved.
  41. 41. What KPIs are impacted by Social Business? At the Enterprise Leadership Level… Time to Market for New and Improved Products and Services Talent Retention Percentage Return on Capital Employed (margin) Sales, General and Admin Expenses as a Percentage of Revenue. Percentage of IT Contribution to Return on Total Assets Idea Conversion Rate Engagement to Effectiveness Ratio Percentage of KPIs that are green (within set goals) Percentage of KPIs improved compared to the previous measurement Percentage of KPI improvement compared to the previous measurement Engage the OpenText Value Engineering Team for help building a Social Business Case Slide 43
  42. 42. Measuring it’s Use: Social Analytics
  43. 43. Drill Down Reports  Ability for business users to drill into report data to obtain more detailed information. Slide 45
  44. 44. OpenText Leveraging Social Collaboration 46
  45. 45. QuestionsKimberly EdwardsSenior Product Marketing ManagerEmail: kedwards@opentext.comTwitter @kimberlyedwardsVisit our website.Connect with us

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