1. Social Business
Transforming Relationships for Growth,
Innovation, and Efficiency
Mike Handes
@mikehandes
mhandes@au1.ibm.com
Social Business, A/NZ, IBM

2. 2

3. The Fifth IT Era: The era of Social
Social
Internet
PCs
Departmental
Mainframe
What’s your Social Business Agenda?

10. Social Media vs. Social Business
Social Media Social Business
Nimble
Engaged
Transparent
Primarily marketing and PR Encompasses organization
and business processes

11. How Does Your Organization Stand Out?

12. Healthier Stronger
Eco-system Relationships
B2B B2C
(your domain)
Social
Biz Consumer
B2E
Domain
Social
Workforce
Analytics
Optimisation &
Ideation
New Channels
Listen, Learn, Measure, Take Action

13. Marketing

17. The benefits of Social Business to marketing are real
Realized benefit - median improvement %
Increase effectiveness
of awareness
(realized by 52% of respondents)
Increase revenue
(realized by 18% of respondents)
Increased effectiveness
of conversion
(realized by 52% of respondents)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

18. Customer
Service

19. Are you ready?
Customer Service is key to the success of any business. CEOs agree…
95% of standout organizations
will focus more on “getting
closer to the customer” over
the next 5 years, 14% more
likely than their peers.
– IBM CEO Study 2010
How can becoming a Social Business help you meet this goal?
Source: IBV CEO Study, 2010

21. "We estimated that around 70% of our work during
the crises was proactive...previously up to 90% of
the unit's work in crises was reactive.”

25. Value of Social Business for Customer Service
Realized benefit - median improvement %
Increase speed of access
to internal experts
(realized by 52% of respondents)
Increase speed of access
to internal knowledge
(realized by 77% of respondents)
Reduce external
communications expense
(realized by 53% of respondents)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

26. Stronger
Relationships
B2B B2C
(your domain)
Social
Biz Consumer
B2E
Domain
Social
Analytics

27. How do people find you?
Natural
Search
Display
Email Ad Social
Mobile
Paid Mobile
Search

31. Socialise from your site and Social Media sites
Enable customers to get
problems resolved quickly
Drive innovation by supporting idea contribution
Allow customers to provide
feedback
31

32. Healthier
Eco-system
B2B B2C
(your domain)
Social
Biz Consumer
B2E
Domain
Social
Analytics

34. Leverage the Ecosystem
$90 million in reduced
support center costs

35. Value of Social Business for R&D and New Product
Development
Realized benefit - median improvement %
Increase speed of access
to external experts
(realized by 40% of respondents)
Reduce time to market for
new products/services
(realized by 29% of respondents)
Increase number of
successful innovations
(realized by 28% of respondents)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

36. G2B G2C
(your domain)
Social
Gov Consumer
G2E
Domain
Social
Analytics
Listen, Learn, Measure, Take Action

38. B2B B2C
(your domain)
Social
Biz Consumer
B2E
Domain
Social
Workforce
Analytics
Optimisation &
Ideation

39. Why is it important to use social software in the enterprise?
Every week, 42% of people
use the wrong information to
make decisions
Employees spend 25% of their
time just looking for
information
Every week businesses 91% of CEOs say they need
waste 5.3 hours due to to restructure the way their
inefficient processes organizations work
18% of the average working day is spent
on ''work that wasted time and effort'' -
Australian Productivity Pulse survey

40. A lot of the issues are symptoms of an overwhelmed
content-centric model

41. We believe content revolves around people

43. Do we create opportunities for serendipity?

44. Profiles - access a persons 360 degree view
●
Quickly find the people and
expertise you need and tag
them
●
Post a status message
informing your network of
what you are doing
●
Grow and maintain your
professional network and
tag them
●
Communicate to your
network your expertise and
content
Respond faster and make better decisions

45. FIND me a person that knows about..
Profiles
and Tags
search

46. Break Down Silo's
Lowes
Sharing selling best practices and
contributing over
$1M in additional
revenue
- Serendipity Happens, Dachis Group

51. Embedded Experiences
Embedded experiences
ease transient interactions
with content within mail
and other applications.
51

52. Activity Streams provide attention management

54. Sun Life
Goals
• Drive Revenue & Profit Through…
– Attracting Millennium Workers
– Attracting Millennium Customers
– Capture and Share Expertise
Culture
• Executive Sponsorship
• Social Guidelines and
Policies
• IdeaShare: 330 New Ideas

55. Value of Social Business for HR and Talent
Management
Realized benefit - median improvement %
Increase speed of access
to internal knowledge
(realized by 77% of respondents)
Increase speed of access
to internal experts
(realized by 52% of respondents)
Reduce internal
communications
expense
(realized by 60%)
(*) “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010

57. Mike Handes Sydney, Australia
Social Business +61 2 9463 5220
IBM Software Group mhandes@au1.ibm.com
@mikehandes
www.twitter.com/mikehandes