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Luis Benitez
Delivering Exceptional Experiences to Social Software Product Mgr
Customers, Partners, & Employees IBM Collaboration Solutions
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Reinventing RELATIONSHIPS a change is happening
Business to Business to Peer to Peer
Customer Business
Government to Business to
Citizen Employee
“Exceptional Web Experience” “Exceptional Work Experience”
Customers interacting as an individual (self- Employees interacting as individuals (expertise),
service), interacting with other customers and interacting with self-forming, distributed teams (peers,
company representatives (efficiently, via social customers, partners & suppliers), as a company overall
tools), with the company overall (driving brand (communities incorporating customers & partners
awareness & revenue growth) around innovation) reducing the friction of work.
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By nature, PEOPLE are SOCIAL everywhere, all the time
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SOCIAL NETWORKS are on the rise in the consumer space
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Leverage this SOCIAL CAPITAL in your business
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How can SOCIAL help BUSINESS? Let’s look at ways
 Save money by reaching out
to professional networks to
respond faster to business
decisions and opportunities
Who knows what
 Knowledge is kept in I need to know?
silos
 Collaboration is only
through email and  Drives advocacy and
phone more sales through
employees solutions build or sold
How can I grow through partner channels
 Unable to co-develop my eco-system?
integrated services &
solutions
 Testing ideas with  Speed time to market and
partners gain market share with
partners break-through ideas and
products that your
What are my customers are asking for
 'Push' marketing via customers
traditional channels thinking?
 Control over brand
image and brand
communication
customers
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How can SOCIAL help BUSINESS? Let’s look at ways
 Save money by reaching out
to professional networks to
respond faster to business
decisions and opportunities
 Drives advocacy and
United Nations
more sales through
employees solutions build or sold
through partner channels
 Speed time to market and
gain market share with
partners break-through ideas and
products that your
customers are asking for
customers
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How can SOCIAL help BUSINESS? Let’s look at ways
Save money by reaching out

to professional networks to
IDC identified IBM as the marketshare leader in Social Software Platform business
respond faster to
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decisions and opportunities
providers July 2010 IBM.com press release
United Nations
 Drives advocacy and
more sales through
employees solutions build or sold
through partner channels
 Speed time to market and
gain market share with
partners break-through ideas and
products that your
customers are asking for
IBM is positioned in the leadership quadrant in the 2009
and 2010 Garter Magic Quadrant reports
customers
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Who knows what I need to know? Employees
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Who knows what I need to know?
employees Partners Customers
 Assemble special project
teams quickly from top talent
from across the organization
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Who knows what I need to know?
employees Partners Customers
 Assemble special project
teams quickly from top talent
from across the organization
 Create and share content
with the confidence of an
end-to-end content
management
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Who knows what I need to know?
employees Partners Customers
 Assemble special project
teams quickly from top talent
from across the organization
 Create and share content
with the confidence of an
end-to-end content
management
 Keep track of what's
happening with your tasks
and projects with activity
streams
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Who knows what I need to know?
employees Partners Customers
 Assemble special project
teams quickly from top talent
from across the organization
 Create and share content
with the confidence of an
end-to-end content
management
 Keep track of what's
happening with your tasks
and projects with activity
streams
 Tap the expertise of your
network and collaborate
instantly from within existing
applications
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How can I grow my eco-system? Partners
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How can I grow my eco-system?
employees Partners Customers
 Cultivate communities
bringing together partners
with R&D to discover more
product ideas
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How can I grow my eco-system?
employees Partners Customers
 Cultivate communities
bringing together partners
with R&D to discover more
product ideas
 Approvals and Status
updates are useful in
providing both formal and ad-
hoc updates
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How can I grow my eco-system?
employees Partners Customers
 Cultivate communities
bringing together partners
with R&D to discover more
product ideas
 Approvals and Status
updates are useful in
providing both formal and ad-
hoc updates
 Leverage tagging of shared
files, bookmarks, blogs, and
communities faster search
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How can I grow my eco-system?
employees Partners Customers
 Cultivate communities
bringing together partners
with R&D to discover more
product ideas
 Approvals and Status
updates are useful in
providing both formal and ad-
hoc updates
 Leverage tagging of shared
files, bookmarks, blogs, and
communities faster search
 Dynamic Networks of
partners collaborating
together and with your
company
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What are my customers thinking? Customers
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What are my customers thinking?
employees Partners Customers
 Collaborative decision
making to analyze customer
patterns
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What are my customers thinking?
employees Partners Customers
 Collaborative decision
making to analyze customer
patterns
 Customer communities on
your site to interact, rate and
recommend, building brand
advocates
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What are my customers thinking?
employees Partners Customers
 Collaborative decision
making to analyze customer
patterns
 Customer communities on
your site to interact, rate and
recommend, building brand
advocates
 Provide live chat on your
website for instant
communication between with
customer service and sales
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What are my customers thinking?
employees Partners Customers
 Collaborative decision
making to analyze customer
patterns
 Customer communities on
your site to interact, rate and
recommend, building brand
advocates
 Provide live chat on your
website for instant
communication between with
customer service and sales
 Brand recognition and
advanced analytics of
content from consumer social
sites
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Helping you begin your journey social transformation
See how social looks in action by testing different scenarios and entry points:
– Employee Intranet
– Virtual Team Places
– Collaborative Decision Making
– Customer-facing Communities
Find an business sponsor
– It's not a technology issue – it's a social, cultural issue.
Identify the socially active in your enterprise
– Who are already using social tools to succeed?
– Let them be evangelists!
Make the business case
– Don't get stuck in Analysis Paralysis
– Focus on tangible objectives, not tools
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IBM Social Collaboration Platform choices
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The Center Piece for Social Business NE
W IBM Connections 3
Social Home page
Stay in touch with your social network See what's happening across your social network
Social Analytics
Work with people who share common interests and expertise
Communities
Work with people who share common interests and expertise
Profiles
Find the people you need
Files
Post, share, and discover documents, presentations, images, and more
Wikis
Create web content together Blogs
Present your own ideas, and learn from others
Activities
Organize your work and tap your professional network
Bookmarks
Save, share, and discover bookmarks
Forums
Exchange ideas with, and benefit from the expertise of others
Social Everywhere
Social networks are better when you can connect at anytime and from anywhere
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Take the next step learn more about IBM
Visit IBM at Booth 201
Read the Whitepaper
 Whitepaper: Measuring the impact of Social Collaboration → http://bit.ly/cS2rgx
 Whitepaper: Lotus Connections v3 Reviewers Guide → http://bit.ly/Scdpr
Watch the video (or two)
• YouTube: Social Software has real business value → http://bit.ly/c6elru
• YouTube: LotusKnows → youtube.com/collaboration4you
Join us in the conversation
• Community: The IBM Collaboration Soapbox → http://bit.ly/ibmsoapbox
• Blog: Socialize Me → http://www.lbenitez.com/
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disclaimer because we have to
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