Our industry is constantly shifting, and that shift continues today.We have seen the industry change from mainframe computing and mini-computing in the 60’s and 70’s, to client server and desktop cloud computing in the 80’s and 90’s. In the 2000’s, Steve Jobs led the shift with iPhones and iPads to mobile cloud computing.Now we’re in the middle of a major shift in computing. We call it the Social Revolution.Visionaries like Mark Zuckerberg at Facebook and Jack Dorsey at Twitter are leading this shift to social. The enterprise computing world needs to change and transform as well.
Our customers are social. Our employees are social. But are our customers and employees being social with our companies? What about our companies? Are companies social? Do we have social enterprises?
There are three things that we can do to bridge this social divide to create a social enterprise: create an employee social network, a customer social network, and a public social network. You have the opportunityto delight your customers in a whole new way. You're going to have a level of customer intimacy that's unprecedented.Customers today expect that the companies they work with know what they “like” on Facebook, what they are saying on Twitter, who they are connected to on LinkedIn and more. In the social enterprise, the social customer profile captures all of this publicly available information, empowering every employee to delight customers by knowing who they are and delivering an entirely new level of service, only possible in today’s social world.Through employee social networks, people at work can rapidly collaborate on ideas and information. Using the social features popularized by Facebook and Twitter -- such as profiles, status updates and real-time feeds – employee social networks let employees “follow” documents, people, business processes and application data. The result is a new level of productivity that crosses departments and organizational barriers because the insights are pushed to employees in real-time. By connecting to social channels like Facebook and Twitter, companies can delight customers by listening, analyzing and engaging with them. Customer social networks allow companies to build stronger relationships with their customers in an entirely new way on today's most popular social channels like Facebook and Twitter. Companies can createpublic social networks so they can be part of the conversation. Public social networks allow companies to listen to their customers, to engage them, and connect your products to this network.
Marketing in the Social Enterprise, Speaker — Ross Piper (Salesforce.com)
Marketing and the Social EnterpriseRoss PiperSVP Salesforce
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The Social Divide: Customers and Companies Your customers and What about employees are social. your company?