This executive white paper discusses how social business practices can be applied to improve key business processes and provide a return on investment. It outlines seven social business patterns that organizations have used successfully, including customer engagement, innovation, recruiting and onboarding, mergers and acquisitions, workplace and public safety, expertise and knowledge sharing, and supply chain management. The customer engagement pattern helps organizations build lasting relationships with customers through social tools to better understand and respond to individual customer needs across channels.
Patterns for the digital enterprise: The repeatable patterns that improve bus...Scott Smith
A shift of power in commercial relationships from producers and sellers to buyers has changed marketplace and leadership thinking toward greater collaboration with customers, partners and employees. Fortunately, new capabilities in technology and business practices can help organizations adapt to, even harness, these marketplace dynamics.
Collaboration can be combined with mobility and cloud to enable organizations to innovate and execute faster, better understand and serve their customers, and empower a more engaged workforce. This paper describes seven examples of repeatable approaches for using collaboration practices and capabilities to impact your business, to create competitive advantage and to gain identifiable and measurable ROI.
Collaboration is much more than social media and technologies. It’s an organization whose culture and practices recognize that business transformation includes the interactions of people. They encourage networks of people including employees, partners, customers and other stakeholders, to create business value. They will embed social interactions into core business process and apply analytics to gain insights from social networks.
A social business is an organization whose culture and systems encourage networks of people to create business value. Social businesses connect individuals, so they can rapidly share information, knowledge and ideas by having conversations and publishing informal content. They analyze social content from multiple channels and sources, in addition to structured data, to gain insights from both external and internal stakeholders. When those things happen, innovation and business execution rates increase, better decisions are made, and customers and employees are more engaged and satisfied. Social businesses enjoy lower operating costs, faster speed-to-market, improved customer and employee engagement, and increased profitability.
IBM social business patterns paper / April 2013 - Venite a vederli il 23/5 al...Max Ardigó 🇦🇷
This document discusses patterns in achieving social business success through leading organizations. It describes how social business practices can help organizations adapt to changing economic conditions and create competitive advantages. Six social business patterns are identified: finding expertise, gaining external customer insights, increasing knowledge sharing, improving recruiting and onboarding, managing mergers and acquisitions, and enabling workplace safety. Each pattern is described in detail with examples of how organizations have successfully implemented social capabilities to address common business challenges and achieve benefits like faster problem solving, reduced costs, improved customer and employee engagement, and increased innovation.
Whitepaper IBM on social business patternse-office bv
In dit whitepaper worden 6 use cases beschreven voor succesvol inzetten van social voor bedrijfsprocessen. Use cases zijn: toegang tot kennis, inzicht in klantvragen, kennisdelen, werving en inwerken, fusies en overnames, veiligheid op de werkplek.
New expectations for a new era chro insights from the global c-suite studyIBM Software India
This report draws upon input from the 4,183 CxOs
we interviewed as part of IBM’s first study of the entire
C-suite. It is the 17th in the ongoing series of C-suite
studies developed by the IBM Institute for Business
Value. We now have data from more than 23,000
interviews stretching back to 2003.
In part one of this two part study, The Socially Enabled Enterprise, we explored the opportunities and challenges global organizations are facing in the transition to becoming socially enabled enterprises. Oracle, Leader Networks, and Social Media Today recently conducted an online survey of over 900 marketing and technology executives to understand how companies are leveraging social technologies and practices throughout their organizations.
This document summarizes key findings from an IBM study on how automotive companies can create business value by adopting social business strategies. The study found that automotive organizations should focus on three areas: 1) creating valued customer experiences by engaging customers on social media, building communities, and shifting towards social sales and service; 2) driving workforce productivity by increasing knowledge sharing and collaboration internally and externally; and 3) accelerating innovation by capturing new ideas from various sources and leveraging internal communities. While automotive companies recognize the importance of social business, many still face challenges in fully realizing its benefits. The document provides examples and recommendations for automotive organizations to move their social business efforts forward in these three focus areas.
The Socially Enabled Enterprise Research Findings BriefLeader Networks
The document summarizes the key findings of a 2013 research study on socially enabled enterprises. Some of the main findings include:
- Most organizations surveyed use at least 3 social platforms and see benefits like increased customer loyalty and stronger customer connections.
- Larger organizations are further along in becoming socially enabled.
- Common metrics for measuring social business are awareness, customer satisfaction, and share of voice.
- Insights from social platforms are increasingly being used for product development, customer care, and across departments.
- Over 50% of organizations report they currently are or will be a socially enabled enterprise within a year.
Patterns for the digital enterprise: The repeatable patterns that improve bus...Scott Smith
A shift of power in commercial relationships from producers and sellers to buyers has changed marketplace and leadership thinking toward greater collaboration with customers, partners and employees. Fortunately, new capabilities in technology and business practices can help organizations adapt to, even harness, these marketplace dynamics.
Collaboration can be combined with mobility and cloud to enable organizations to innovate and execute faster, better understand and serve their customers, and empower a more engaged workforce. This paper describes seven examples of repeatable approaches for using collaboration practices and capabilities to impact your business, to create competitive advantage and to gain identifiable and measurable ROI.
Collaboration is much more than social media and technologies. It’s an organization whose culture and practices recognize that business transformation includes the interactions of people. They encourage networks of people including employees, partners, customers and other stakeholders, to create business value. They will embed social interactions into core business process and apply analytics to gain insights from social networks.
A social business is an organization whose culture and systems encourage networks of people to create business value. Social businesses connect individuals, so they can rapidly share information, knowledge and ideas by having conversations and publishing informal content. They analyze social content from multiple channels and sources, in addition to structured data, to gain insights from both external and internal stakeholders. When those things happen, innovation and business execution rates increase, better decisions are made, and customers and employees are more engaged and satisfied. Social businesses enjoy lower operating costs, faster speed-to-market, improved customer and employee engagement, and increased profitability.
IBM social business patterns paper / April 2013 - Venite a vederli il 23/5 al...Max Ardigó 🇦🇷
This document discusses patterns in achieving social business success through leading organizations. It describes how social business practices can help organizations adapt to changing economic conditions and create competitive advantages. Six social business patterns are identified: finding expertise, gaining external customer insights, increasing knowledge sharing, improving recruiting and onboarding, managing mergers and acquisitions, and enabling workplace safety. Each pattern is described in detail with examples of how organizations have successfully implemented social capabilities to address common business challenges and achieve benefits like faster problem solving, reduced costs, improved customer and employee engagement, and increased innovation.
Whitepaper IBM on social business patternse-office bv
In dit whitepaper worden 6 use cases beschreven voor succesvol inzetten van social voor bedrijfsprocessen. Use cases zijn: toegang tot kennis, inzicht in klantvragen, kennisdelen, werving en inwerken, fusies en overnames, veiligheid op de werkplek.
New expectations for a new era chro insights from the global c-suite studyIBM Software India
This report draws upon input from the 4,183 CxOs
we interviewed as part of IBM’s first study of the entire
C-suite. It is the 17th in the ongoing series of C-suite
studies developed by the IBM Institute for Business
Value. We now have data from more than 23,000
interviews stretching back to 2003.
In part one of this two part study, The Socially Enabled Enterprise, we explored the opportunities and challenges global organizations are facing in the transition to becoming socially enabled enterprises. Oracle, Leader Networks, and Social Media Today recently conducted an online survey of over 900 marketing and technology executives to understand how companies are leveraging social technologies and practices throughout their organizations.
This document summarizes key findings from an IBM study on how automotive companies can create business value by adopting social business strategies. The study found that automotive organizations should focus on three areas: 1) creating valued customer experiences by engaging customers on social media, building communities, and shifting towards social sales and service; 2) driving workforce productivity by increasing knowledge sharing and collaboration internally and externally; and 3) accelerating innovation by capturing new ideas from various sources and leveraging internal communities. While automotive companies recognize the importance of social business, many still face challenges in fully realizing its benefits. The document provides examples and recommendations for automotive organizations to move their social business efforts forward in these three focus areas.
The Socially Enabled Enterprise Research Findings BriefLeader Networks
The document summarizes the key findings of a 2013 research study on socially enabled enterprises. Some of the main findings include:
- Most organizations surveyed use at least 3 social platforms and see benefits like increased customer loyalty and stronger customer connections.
- Larger organizations are further along in becoming socially enabled.
- Common metrics for measuring social business are awareness, customer satisfaction, and share of voice.
- Insights from social platforms are increasingly being used for product development, customer care, and across departments.
- Over 50% of organizations report they currently are or will be a socially enabled enterprise within a year.
Worth Connects, a department within Worth Higgins & Associates (WHA) that provides digital services, has an internal communication problem. A survey found that less than 25% of WHA associates understand Worth Connects' services. This plan aims to create understanding of Worth Connects among associates through connection strategies including establishing its value, building an environment of co-creation, and advocating for Worth Connects through ongoing communication and events. Tactics include highlighting Worth Connects' projects, encouraging collaboration between departments, and sharing industry trends that demonstrate Worth Connects' importance to WHA's future success.
1. The document discusses how to create bespoke e-learning content and the role of instructional design.
2. It provides examples of instructional design principles like using scenarios, interactivity, and feedback to help learners practice skills.
3. The document shows how to apply action mapping to design e-learning by identifying goals, actions, and necessary knowledge.
How to Excite Your Executives About Online Community!Leader Networks
This session is designed to surface opportunities to excite leadership about the value your online community is delivering and offer insights into ways to spotlight the potential returns and benefits. Following this approach you will be able to answer the burning questions every executive asks and community leader faces:
How does the community align with the organizational strategy?
What is the business case?
How do we know we are making the right decisions (do we have the priorities)?
How are we measuring success?
What speaks to executives at various stages of a community's lifecycle?
This document describes seven social business patterns that organizations can use to improve business processes and gain measurable returns. The innovation pattern is discussed. It aims to increase innovation through a wider reach of ideas and faster time to market. Key actions include using collaboration tools to openly communicate strategy and generate ideas, engaging internal and external crowds to vet ideas, and using gamification to improve engagement. Companies that have applied this pattern have seen benefits like $40 million in manufacturing savings and launching new global products in 1/3 the time.
This document provides an overview of how financial services firms can harness social networking to improve business processes and customer engagement. It discusses that social networking is transforming how businesses operate and customers expect constant connectivity. It then outlines five stages for an effective social engagement model: plan, listen, engage, measure, and evaluate/revise. It also discusses regulatory guidelines, building a social business strategy, and how information technology can support social networking initiatives. The key points are that financial firms need to embrace social networking where it makes sense, have a clear strategic plan, and ensure proper governance and tools to measure success.
The findings of this research study (purchase on Amazon.com) examines the impact social media has on consumers and decision-makers around the world and characterizes the impact of social influence models. The Social Mind research explores the best practices of using social business as a platform to strengthen sustainable methods for working and living in new, interactive and collaborative business world. It identifies key characteristics and insights into the engagement behaviors of influencers and individuals, and how organizations can maximize reach and influence to execute on what we call the new Principals of Engagement in the Millennium.
Socially Driven Collaboration Research Study 2014 Leader Networks
What happens when Marketing and IT unite to tackle the escalating challenges that today’s
rapidly moving digital, social and mobile world bring? Collaboration brings both Marketing
and IT the potential to influence management decisions while, in tandem, add business value.
When Marketing collaborates with IT, the possibility exists for Marketing to make an impact
beyond raising awareness to improving speed to market for new products and services while
reducing project costs. In turn, IT’s collaboration with Marketing can give rise to greater
awareness of thought leadership and increase share of budget.
When collaboration happens, Marketing often leads the charge to break down the functional
silos with IT. And even though Marketing is making progress, it faces strong headwinds as it
attempts to advance collaboration within the company.
To get a better understanding of the state of collaboration between Marketing and IT, Oracle
commissioned Social Media Today and Leader Networks to field a study to investigate the
changing relationship between these functional teams. Responses were gathered from 662
Marketing and 263 IT leaders from more than 500 organizations around the world.
The Engagement Gap: How executives and employees think differently about empl...Brian Solis
New survey data shows that employees and executives have different views about employee engagement and the things organizations do to improve it. This is the result of the Engagement Gap. Employee engagement programs, while well intentioned, often miss the mark. This white paper describes the Engagement Gap, and shares survey results captured by Jostle Corporation in partnership with Brian Solis. The data suggests that effective employee engagement programs focus on turning organizations into more meaningful, congenial, and transparent communities.
The document discusses trends in social computing adoption by organizations. It finds that:
1) Companies are increasingly using social tools both internally for employee collaboration and externally to engage customers, with goals like building brand advocacy, innovation, and customer service.
2) While marketing was initially the main focus, organizations now use social media for recruitment, product development, and brand management.
3) Adoption of social technologies is widespread across industries and includes objectives from driving innovation to improving customer service.
4) Internally, social tools enhance employee communication and knowledge sharing, while external uses include engaging customers through social media channels.
Properly reflecting companies’ commitment with sustainable and ethical behaviour is the main challenge of communication in relation to reputation and corporate responsibility. However, that Corporate Social Responsibility (CSR) has to go beyond the mere realization of ‘good deeds’ to become something strategic and integrated into the business.
Through accountability, companies are increasingly communicating the phenomenon of responsibility and ethics in business. This started to happen in the 90s when responsibility was not only concerning economic issues but social, environmental and labour issues within organizations.
This document was prepared by Corporate Excellence – Centre for Reputation Leadership and contains references, among other sources, to the statements made by Larry Parnell, associate Professor of the Graduate School of George Washington University (USA), during the session “New developments and trends in sustainable communication” held by Corporate Excellence, the school of Communication at the University of Navarra and EOI Business School in Madrid on September 19, 2012.
Why does business strategy fail (slideshare)Ty Wiggins
The document discusses why business strategies often fail. It provides several reasons for failure:
1) Strategies on average only deliver 63% of their potential financial performance due to misguided strategies and failure to implement strategies properly.
2) Managers are reluctant to make strategic choices and underestimate internal threats to strategy.
3) Strategies fail more due to insufficient implementation than inadequate formulation, and leaders do not invest enough in managing implementation.
4) Few companies properly track performance metrics or evaluate past strategies against actual results.
The document discusses social learning solutions from Mzinga. It outlines Mzinga's vision to provide unique insights into customers' needs through social learning platforms. Mzinga offers a next-generation solution framework including content, applications, open platforms and networks. Their role-based solutions provide value in areas like HR, customer experience, learning and marketing. Mzinga's platform aims to improve employee development, customer experience and leverage multi-site capabilities. It also discusses Mzinga's analytics and social intelligence capabilities including community monitoring, benchmarking and social media listening.
- The document is a management report submitted by Rilwan Damola Alli in 2013 for their MSc in Information Systems Management & Innovation at the University of Warwick.
- It discusses the adoption of online communities for customer engagement in organizations, identifying key factors influencing adoption decisions and major challenges.
- Four case organizations are examined - a manufacturing company, home theater installation service, solutions consultancy, and the Yammer ESN platform - to understand motivations and experiences with adopting online communities.
Gamifying Business to Drive Employee Engagement and PerformanceCognizant
This document discusses how organizations are using gamification to improve employee engagement and business performance. It defines gamification as incorporating game elements, such as rewards and leaderboards, into existing business processes to motivate employees. The document outlines several ways gamification can be applied, such as to training programs, and discusses challenges to successful implementation. Overall, the document advocates that gamification, when integrated with an organization's culture and goals, can boost employee engagement and productivity.
In a few short years, social technologies have given social interactions the speed and scale of the Internet. Whether discussing consumer products or organizing political movements, people around the world constantly use social-media platforms to seek and share information. Companies use them to reach consumers in new ways too; by tapping into these conversations, organizations can generate richer insights and create precisely targeted messages and offers.
While 72 percent of companies use social technologies in some way, very few are anywhere near to achieving the full potential benefit. In fact, the most powerful applications of social technologies in the global economy are largely untapped. Companies will go on developing ways to reach consumers through social technologies and gathering insights for product development, marketing, and customer service. Yet the McKinsey Global Institute (MGI) finds that twice as much potential value lies in using social tools to enhance communications, knowledge sharing, and collaboration within and across enterprises. MGI’s estimates suggest that by fully implementing social technologies, companies have an opportunity to raise the productivity of interaction workers—high-skill knowledge workers, including managers and professionals—by 20 to 25 percent.
Involucrando a empleados, a tu equipo y a tus clientes en tu empresa a través de las redes.
Relationship Economics: How genuine communication and engagement in social media helps businesses grow relationships with employees and customers while improving the bottom line.
Patterns in achieving Social Business success by leading and pioneering organ...IBM Software India
This document discusses patterns in achieving social business success through leading organizations. It describes how social business practices can help organizations adapt to changing economic conditions and create competitive advantages. Six social business patterns are identified: finding expertise, gaining external customer insights, increasing knowledge sharing, improving recruiting and onboarding, managing mergers and acquisitions, and enabling workplace safety. Each pattern is described in detail with examples of how organizations have successfully implemented social capabilities to address common business challenges and achieve benefits like faster problem solving, reduced costs, improved customer and employee engagement, and increased innovation and profits.
The document summarizes key insights from a study of over 4,000 C-level executives, including 342 Chief Human Resource Officers, about how HR functions need to transform to support "customer-activated" organizations. The main points are:
1) HR must focus on developing new customer-facing roles and using analytics to enhance the customer experience.
2) Social/digital technologies are changing how work gets done, requiring HR to address challenges like BYOD policies and digital reputation.
3) While CHROs recognize the need to understand customers better, HR is still seen as transactional rather than strategic. Overcoming this perception is a hurdle to HR transforming.
Organizations recognize the need to improve customer engagement by providing a complete view of customers and their interactions across multiple touchpoints. To better engage with customers, companies require new systems and analytics capabilities that can integrate data from disparate sources and provide consistent experiences across channels. Advanced analytics in particular can help companies understand customer behavior and improve engagement by informing metrics, processes and training to enhance the customer experience.
This document provides an overview of a project report on Customer Relationship Management (CRM) conducted at Sri Futuristic Solutions in Vijayawada, India. It discusses the importance of CRM in maintaining long-term relationships with customers. The objectives of the CRM study are to examine current CRM practices, understand the impact of CRM on profitability, identify factors affecting CRM, and analyze the role of information technology in CRM. Primary and secondary data were collected through surveys. Sri Futuristic Solutions is introduced as a company providing web design, software development, and education consultancy services with a goal of delivering high quality solutions.
Worth Connects, a department within Worth Higgins & Associates (WHA) that provides digital services, has an internal communication problem. A survey found that less than 25% of WHA associates understand Worth Connects' services. This plan aims to create understanding of Worth Connects among associates through connection strategies including establishing its value, building an environment of co-creation, and advocating for Worth Connects through ongoing communication and events. Tactics include highlighting Worth Connects' projects, encouraging collaboration between departments, and sharing industry trends that demonstrate Worth Connects' importance to WHA's future success.
1. The document discusses how to create bespoke e-learning content and the role of instructional design.
2. It provides examples of instructional design principles like using scenarios, interactivity, and feedback to help learners practice skills.
3. The document shows how to apply action mapping to design e-learning by identifying goals, actions, and necessary knowledge.
How to Excite Your Executives About Online Community!Leader Networks
This session is designed to surface opportunities to excite leadership about the value your online community is delivering and offer insights into ways to spotlight the potential returns and benefits. Following this approach you will be able to answer the burning questions every executive asks and community leader faces:
How does the community align with the organizational strategy?
What is the business case?
How do we know we are making the right decisions (do we have the priorities)?
How are we measuring success?
What speaks to executives at various stages of a community's lifecycle?
This document describes seven social business patterns that organizations can use to improve business processes and gain measurable returns. The innovation pattern is discussed. It aims to increase innovation through a wider reach of ideas and faster time to market. Key actions include using collaboration tools to openly communicate strategy and generate ideas, engaging internal and external crowds to vet ideas, and using gamification to improve engagement. Companies that have applied this pattern have seen benefits like $40 million in manufacturing savings and launching new global products in 1/3 the time.
This document provides an overview of how financial services firms can harness social networking to improve business processes and customer engagement. It discusses that social networking is transforming how businesses operate and customers expect constant connectivity. It then outlines five stages for an effective social engagement model: plan, listen, engage, measure, and evaluate/revise. It also discusses regulatory guidelines, building a social business strategy, and how information technology can support social networking initiatives. The key points are that financial firms need to embrace social networking where it makes sense, have a clear strategic plan, and ensure proper governance and tools to measure success.
The findings of this research study (purchase on Amazon.com) examines the impact social media has on consumers and decision-makers around the world and characterizes the impact of social influence models. The Social Mind research explores the best practices of using social business as a platform to strengthen sustainable methods for working and living in new, interactive and collaborative business world. It identifies key characteristics and insights into the engagement behaviors of influencers and individuals, and how organizations can maximize reach and influence to execute on what we call the new Principals of Engagement in the Millennium.
Socially Driven Collaboration Research Study 2014 Leader Networks
What happens when Marketing and IT unite to tackle the escalating challenges that today’s
rapidly moving digital, social and mobile world bring? Collaboration brings both Marketing
and IT the potential to influence management decisions while, in tandem, add business value.
When Marketing collaborates with IT, the possibility exists for Marketing to make an impact
beyond raising awareness to improving speed to market for new products and services while
reducing project costs. In turn, IT’s collaboration with Marketing can give rise to greater
awareness of thought leadership and increase share of budget.
When collaboration happens, Marketing often leads the charge to break down the functional
silos with IT. And even though Marketing is making progress, it faces strong headwinds as it
attempts to advance collaboration within the company.
To get a better understanding of the state of collaboration between Marketing and IT, Oracle
commissioned Social Media Today and Leader Networks to field a study to investigate the
changing relationship between these functional teams. Responses were gathered from 662
Marketing and 263 IT leaders from more than 500 organizations around the world.
The Engagement Gap: How executives and employees think differently about empl...Brian Solis
New survey data shows that employees and executives have different views about employee engagement and the things organizations do to improve it. This is the result of the Engagement Gap. Employee engagement programs, while well intentioned, often miss the mark. This white paper describes the Engagement Gap, and shares survey results captured by Jostle Corporation in partnership with Brian Solis. The data suggests that effective employee engagement programs focus on turning organizations into more meaningful, congenial, and transparent communities.
The document discusses trends in social computing adoption by organizations. It finds that:
1) Companies are increasingly using social tools both internally for employee collaboration and externally to engage customers, with goals like building brand advocacy, innovation, and customer service.
2) While marketing was initially the main focus, organizations now use social media for recruitment, product development, and brand management.
3) Adoption of social technologies is widespread across industries and includes objectives from driving innovation to improving customer service.
4) Internally, social tools enhance employee communication and knowledge sharing, while external uses include engaging customers through social media channels.
Properly reflecting companies’ commitment with sustainable and ethical behaviour is the main challenge of communication in relation to reputation and corporate responsibility. However, that Corporate Social Responsibility (CSR) has to go beyond the mere realization of ‘good deeds’ to become something strategic and integrated into the business.
Through accountability, companies are increasingly communicating the phenomenon of responsibility and ethics in business. This started to happen in the 90s when responsibility was not only concerning economic issues but social, environmental and labour issues within organizations.
This document was prepared by Corporate Excellence – Centre for Reputation Leadership and contains references, among other sources, to the statements made by Larry Parnell, associate Professor of the Graduate School of George Washington University (USA), during the session “New developments and trends in sustainable communication” held by Corporate Excellence, the school of Communication at the University of Navarra and EOI Business School in Madrid on September 19, 2012.
Why does business strategy fail (slideshare)Ty Wiggins
The document discusses why business strategies often fail. It provides several reasons for failure:
1) Strategies on average only deliver 63% of their potential financial performance due to misguided strategies and failure to implement strategies properly.
2) Managers are reluctant to make strategic choices and underestimate internal threats to strategy.
3) Strategies fail more due to insufficient implementation than inadequate formulation, and leaders do not invest enough in managing implementation.
4) Few companies properly track performance metrics or evaluate past strategies against actual results.
The document discusses social learning solutions from Mzinga. It outlines Mzinga's vision to provide unique insights into customers' needs through social learning platforms. Mzinga offers a next-generation solution framework including content, applications, open platforms and networks. Their role-based solutions provide value in areas like HR, customer experience, learning and marketing. Mzinga's platform aims to improve employee development, customer experience and leverage multi-site capabilities. It also discusses Mzinga's analytics and social intelligence capabilities including community monitoring, benchmarking and social media listening.
- The document is a management report submitted by Rilwan Damola Alli in 2013 for their MSc in Information Systems Management & Innovation at the University of Warwick.
- It discusses the adoption of online communities for customer engagement in organizations, identifying key factors influencing adoption decisions and major challenges.
- Four case organizations are examined - a manufacturing company, home theater installation service, solutions consultancy, and the Yammer ESN platform - to understand motivations and experiences with adopting online communities.
Gamifying Business to Drive Employee Engagement and PerformanceCognizant
This document discusses how organizations are using gamification to improve employee engagement and business performance. It defines gamification as incorporating game elements, such as rewards and leaderboards, into existing business processes to motivate employees. The document outlines several ways gamification can be applied, such as to training programs, and discusses challenges to successful implementation. Overall, the document advocates that gamification, when integrated with an organization's culture and goals, can boost employee engagement and productivity.
In a few short years, social technologies have given social interactions the speed and scale of the Internet. Whether discussing consumer products or organizing political movements, people around the world constantly use social-media platforms to seek and share information. Companies use them to reach consumers in new ways too; by tapping into these conversations, organizations can generate richer insights and create precisely targeted messages and offers.
While 72 percent of companies use social technologies in some way, very few are anywhere near to achieving the full potential benefit. In fact, the most powerful applications of social technologies in the global economy are largely untapped. Companies will go on developing ways to reach consumers through social technologies and gathering insights for product development, marketing, and customer service. Yet the McKinsey Global Institute (MGI) finds that twice as much potential value lies in using social tools to enhance communications, knowledge sharing, and collaboration within and across enterprises. MGI’s estimates suggest that by fully implementing social technologies, companies have an opportunity to raise the productivity of interaction workers—high-skill knowledge workers, including managers and professionals—by 20 to 25 percent.
Involucrando a empleados, a tu equipo y a tus clientes en tu empresa a través de las redes.
Relationship Economics: How genuine communication and engagement in social media helps businesses grow relationships with employees and customers while improving the bottom line.
Patterns in achieving Social Business success by leading and pioneering organ...IBM Software India
This document discusses patterns in achieving social business success through leading organizations. It describes how social business practices can help organizations adapt to changing economic conditions and create competitive advantages. Six social business patterns are identified: finding expertise, gaining external customer insights, increasing knowledge sharing, improving recruiting and onboarding, managing mergers and acquisitions, and enabling workplace safety. Each pattern is described in detail with examples of how organizations have successfully implemented social capabilities to address common business challenges and achieve benefits like faster problem solving, reduced costs, improved customer and employee engagement, and increased innovation and profits.
The document summarizes key insights from a study of over 4,000 C-level executives, including 342 Chief Human Resource Officers, about how HR functions need to transform to support "customer-activated" organizations. The main points are:
1) HR must focus on developing new customer-facing roles and using analytics to enhance the customer experience.
2) Social/digital technologies are changing how work gets done, requiring HR to address challenges like BYOD policies and digital reputation.
3) While CHROs recognize the need to understand customers better, HR is still seen as transactional rather than strategic. Overcoming this perception is a hurdle to HR transforming.
Organizations recognize the need to improve customer engagement by providing a complete view of customers and their interactions across multiple touchpoints. To better engage with customers, companies require new systems and analytics capabilities that can integrate data from disparate sources and provide consistent experiences across channels. Advanced analytics in particular can help companies understand customer behavior and improve engagement by informing metrics, processes and training to enhance the customer experience.
This document provides an overview of a project report on Customer Relationship Management (CRM) conducted at Sri Futuristic Solutions in Vijayawada, India. It discusses the importance of CRM in maintaining long-term relationships with customers. The objectives of the CRM study are to examine current CRM practices, understand the impact of CRM on profitability, identify factors affecting CRM, and analyze the role of information technology in CRM. Primary and secondary data were collected through surveys. Sri Futuristic Solutions is introduced as a company providing web design, software development, and education consultancy services with a goal of delivering high quality solutions.
This document provides an overview of social business and how organizations are applying social approaches. Some key points:
- Social business involves embedding social tools and practices into organizational activities both internally and externally. This allows for improved knowledge sharing, collaboration, and customer experiences.
- Leading organizations are applying social business to create valued customer experiences, drive workforce productivity and effectiveness, and accelerate innovation.
- To create customer value, companies are using social media to engage and listen to customers, build online communities, and shift marketing and sales online.
- Applying social approaches internally increases transparency, allows experts to more easily share knowledge, and improves collaboration both within and outside the organization.
- While investment in social business is
Collaboration is key for professional services firms to drive growth and succeed in today's competitive landscape. Modern collaboration tools and integrated ERP systems can raise efficiencies within a firm by 20-25% by reducing search time and enhancing knowledge sharing. These technologies also allow firms to deliver full-service offerings by enabling partnerships and joint ventures. To take advantage of new opportunities and market conditions, firms need real-time data access across locations to make informed decisions and quickly adapt. As firms expand globally, collaboration becomes even more important to secure value in new markets and ensure everyone has access to the same accurate information.
Wp 5 the compelling returns from ibm connections in support of social businessIQVIA
This document discusses 5 case studies of organizations that implemented IBM Connections to transform into social businesses. The first case study is about a health insurance company that implemented IBM Connections to improve knowledge sharing, expertise location and collaboration among employees. This resulted in estimated financial benefits of $12 million over 3 years from increased productivity, customer retention and sales. The second case study is about a large consumer products company that used IBM Connections to help shorten product development cycles and foster innovation among its 10,000 global R&D employees.
Trends Reshaping the Future of Customer Service Jules Smith
How is Customer Relations responding in 2016 to continued pressure on cost, expectation for higher quality, rising complexity, and decreasing cycle-time to respond to clients? This report addresses the drivers of trends we are observing – evolving channels and customer experience expectations – and will provide insight into methods for addressing the customer relationship evolution.
Las tendencias que están redefiniendo la experiencia del cliente y su fidelización - See more at: http://www.sitel.com/es/noticias/sitel-senala-las-tendencias-que-estan-redefiniendo-la-experiencia-del-cliente-y-su-fidelizacion/#sthash.tMdJEjiA.dpuf
Complex organizations must integrate social into how they do business despite the shifts needed to make it happen. Contact David.Armano[at]Edelman.com for more information on Social Business Planning and how it can help your organization integrate social at scale.
Every year, Kelly Services conducts a comprehensive survey of talent issues in many industries the world over. It is one aspect of an aggressive campaign to help the world’s companies understand what attracts, engages and motivates workers. This report is covering our findings about what workers in High Tech want.
Lack of clarity, skills, limiting behaviors, and information are the main factors that hinder achieving goals. Traditional performance management systems are outdated and do not motivate employees. A new system needs continuous feedback, goal tracking, and collaboration to engage employees. Data-driven performance management using analytics can provide insights to improve performance and competitive advantage.
AGE OF EXPERIENCE, TRENDS RESHAPING THE FUTURE OF CUSTOMER SERVICE, by Gesner...Gesnerf
This report is the result of collaboration between Sitel’s employees and stakeholders from around the globe. Our company is now providing services through more than 61,000 employees in 21 countries on behalf of some of the best known brands in the world in the most diverse number of industries with global solutions that include customer acquisition, customer care, technical support and social media programs.
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Social business patterns whitepaper 2014
1. Executive White Paper
Applying social business:
The repeatable patterns that improve business processes and provide return
January 2014
2. 2
Applying social business: The repeatable patterns that improve business processes and provide return
Contents
CxOs plan to collaborate much
more extensively with customers
4 Social Business Patterns
6 Customer engagement
90%
8 Innovation
46%
96%
more
10 Recruiting and onboarding
Today
90%
3–5 Years
46%
12 Mergers and acquisitions
14 Workplace and public safety
16 Expertise and knowledge
18 Supply Chain
20 IBM and social business
CxO planned level of
collaboration with partners
89%
A shift of power in commercial relationships from producers
and sellers to buyers has changed marketplace and leadership
thinking toward greater collaboration with customers, partners
and employees. Fortunately, new capabilities in technology and
business practices can help organizations adapt to, even
harness, these marketplace dynamics. Social business can be
combined with mobility and cloud to enable organizations to
innovate and execute faster, better understand and serve their
customers, and empower a more engaged workforce. This
paper describes seven examples of repeatable approaches for
using social business practices and capabilities to impact your
business, to create competitive advantage and to gain
identifiable and measurable ROI.
Social Business is much more than social media. A social
business is an organization whose culture and practices
encourage networks of people including employees, partners,
customers and other stakeholders, to create business value.
They will embed social interactions into core business process
and apply analytics to gain insights from network interactions.
47%
89
%
more
Today
89%
3–5 Years
47%
CxO planned level of
collaboration with employees
91%
50%
82%
more
Today
91%
3–5 Years
50%
Source: “The Customer-activated Enterprise: Insights from the Global
C-suite Study,” IBM Institute for Business Value, October 2013.
3. 3
Leadership in organizations have tuned into the opportunity.
Nearly seven in ten executives in the C-suite recognize the
shift to improved transparency in social and digital interaction.
The C-suite is transforming all relationships (customers,
partners and employees) by building social into their core
processes.1 Over half expect to meet an even more difficult
demand: understanding and engaging the customer as an
individual rather than as a category or market segment. The
magnitude of the value creation potential of social business is
estimated to be as much as USD1.3 trillion in just four
industry sectors.2 This potential is similar to that of the
adoption of online commerce capabilities a decade ago.
However, the same study found that, as of last year, just three
percent of all organizations surveyed are deriving substantial
benefit from social.
Many leaders understand that social business represents an
enormous opportunity to transform their organizations and
fuel substantial value creation.3 Beyond content with just
Facebook and other public social networks, their organizations
are applying their own social capabilities to business processes
that connect external and internal stakeholders: customers,
partners, employees, communities and more. They are
optimizing key business processes by enabling the human
interactions necessary to produce results when the effectiveness
of automated process activities has been exhausted.
Which socially-enabled business processes are producing
meaningful value now?
•
•
•
By socially transforming customer service, organizations have
reduced their customer defection rates
Being social has helped businesses cut as much as two-thirds
from their new product development times.
Human resources functions have reduced, by two days, new
hire onboarding time.
•
•
Marketing departments have achieved a 100 percent increase
in market exposure via social.
Some organizations have jumpstarted their sales processes
while connecting sales people better with customers. These
initiatives have increased sales manager revenue by 40
percent and improved sales efficiency by up to 50 percent.
Exactly how are organizations optimizing these processes and
becoming social businesses? What best practices have emerged?
Those questions are addressed by Social Business Patterns.
38%
54%
54% of companies expect
to support their Customer
Service processes with
social capabilities within
two years, up from 38%
at present4
46%
60%
60% will socially-enable
their Sales processes in
the next two years, up from
46% now5
Source: “The business of social business: What works and how it’s done,”
IBM Institute for Business Value, November 2012.
4. 4
Applying social business: The repeatable patterns that improve business processes and provide return
Social Business Patterns
Organizations with a solid foundation of social business
experience and techniques are seeing real business benefits.
These organizations started with critical business processes and
are applying Social Business Patterns to drive the change
program.
Social Business Patterns are repeatable
methodologies to improve business processes
by embedding social capabilities that create
business impact.
These patterns are repeatable methodologies of business
transformation that:
1. Start with the top 2-3 business priorities
2. For each business priority, identify the critical roles, audiences
and processes that have the highest impact on success
3. Visually demonstrate the current pain by showing the
interaction between roles and audiences for the process
4. Embed social into the existing process and core applications
5. Build the business case based on the process’ standard metrics.
Table 1 summarizes seven Social Business Patterns that
organizations can apply to quickly realize business results.
Social Business
Pattern
Value producers
Customer
engagement
•
Innovation
•
Provide a common customer experience to sales,
service and marketing processes and channels
(online, contact center, in-person, mobile and others)
• Identify and connect with key customer influencers
to establish broad and ongoing relationships
•
Recruiting and
onboarding
•
Mergers and
acquisitions
•
Workplace and
public safety
•
Expertise and
knowledge
•
Supply Chain
Increase innovation with a wider reach of ideas
Increase the success and speed of bringing
innovations to market
•
Collaboratively find and connect the right candidate
to the right position
• Streamline assessment and hiring processes
• Better connect, engage and retain new hires
• Contextually recommend expertise to increase
new hire productivity
Increase overall success rate of merger and
acquisition activities
• Accelerate creation of “one company” community
and culture
• Maintain customer focus and success by building
rich social networks
Speed communication of new or changed safety
regulations, policies and procedures
• Minimize or eliminate project execution delays
that arise from actual or potential safety issues
• Improve innovation in safety procedures by
increasing dialogue between safety experts and
workers
Create social networks aligned to organizational
priorities to identify, create and spread knowledge
and expertise
• Connect the best possible resources to effectively
respond to customer needs
• Embed the identification of resources with
relevant expertise and other related communities,
documents and more into core applications and
processes
Engage customer communities and leverage
social analytics for improved demand forecasting
• Build active supply chain communities (within and
across companies) to benchmark and share best
practices
Table 1: Social Business Patterns and how they produce value
5. 5
“I’ve had more than 30 conversations with IBM customers
who have not only implemented and benefited from social
business IT implementation, but have quantified the
results…the ROI is real.” 6
6. 6
Applying social business: The repeatable patterns that improve business processes and provide return
Customer engagement
Business challenges
Markets are conversations.7 Because of increasing pressure from
web savvy and empowered customers with ever improving
mobility, businesses are reinventing how they engage customers
(from online to contact center and in person). Improving
customer engagement and loyalty is, after all, a critical concern
of business leadership today. The number of executives
planning to collaborate much more extensively with customers
will double in the next 3-5 years.8 In fact, outperforming
organizations are 54 percent more likely to collaborate with
their customers.9 Improved customer collaboration enables
organizations to treat customers as individuals first, rather than
demographics.
The common challenges faced by organizations that could
benefit from applying this pattern include:
Detailed customer profiles, combined with listening and
analytics technologies, can uncover insights about behaviors
that span multiple channels and sources. Organizations can
then feed those insights into internal workforce collaboration
systems and processes, which enable employees to use intuitive
social tools to respond better to customers. The Customer
Engagement Social Business Pattern reveals how organizations
build lasting relationships with customers through all channels
to increase revenue and customer loyalty. The benefits are seen
in promotional successes and increased efficiency in customer
service as well as in product and service development.
•
•
•
•
Key stakeholders
The key stakeholders for this pattern are CMOs, vice
presidents of customer service and sales, as well as product
innovators.
Recommended actions
This pattern features these specific actions:
•
Primary business processes
The primary business processes for this pattern are sales,
customer service, marketing and ongoing customer relationship
management.
Most relevant industries
The industries for which this pattern is most relevant are retail,
consumer packaged goods, banking, travel and transportation,
automotive, media and entertainment, insurance,
telecommunications and others that depend on loyal customers.
Inability to understand the evolving needs of existing and
potential new customers and markets, and meeting those
needs with relevant offerings
Struggling to begin or accelerate a shift from mass
marketing to targeting key individuals whose influence
reaches large numbers of additional potential customers
Loss of customer loyalty or drops in satisfaction levels
(66 percent of global consumers change service providers
because of poor customer service, which represents USD5.9
trillion in potential revenue)10
Need for brand management and reputation care by means
of digital presence
•
•
•
•
•
Implement collaboration tools for conversing with individual
customers and key influencers from customer acquisition
and “onboarding” to aftermarket services.
Deploy social analytics and monitoring tools to “listen” to
and understand customer sentiment and gain insight into
existing and future customer needs.
Discuss insights about customers in internal collaborative
social systems and identify, prioritize and develop new
product and service capabilities.
Consider deploying appropriate loyalty and reward programs.
Enable rich media experiences that engage customers and
aid service and call center best practices.
Foster the developement of customer communities to
engage clients and provide additional levels of support.
7. 7
Potential benefits
Organizations that have applied the practices that constitute
this pattern have observed these benefits:
•
•
•
•
Nearly 50 percent reduction in customer or agent service
costs11
Almost 50 percent decrease in time required to develop new
services and features12
20 percent reduction in man hours needed to create new
product release information13
100 percent yearly average growth in new business
premiums14
IBM experience
IBM has supplied its expertise and analysis capabilities to some
of the premiere sporting events in the world, including the US
Open Tennis and the Masters Golf tournaments. IBM works
with event sponsors to help them quickly improve their
understanding of the event’s operations. Event sponsors can
also learn from customer interactions with the event’s website.
IBM has run its own digital events, called Jams, which are
online discussions that involve its employees, business partners,
customers and others. IBM also plans and conducts Jams for
customers who want to learn more about their employees and
external constituents.
Greater collaboration with customers
translates into greater financial success
54%
more
39%
Underperformers
60%
Outperformers
Source: “The Customer-activated Enterprise: Insights from the Global
C-suite Study,” IBM Institute for Business Value, October 2013.
“31 percent of CEOs personally sponsor digital
initiatives, up from 23 percent who said so in
2012. This growth illustrates the importance
of these new digital programs to corporate
performance.” 15
Reliance
A self-service portal called Lifeline delivers services to all
of Reliance’s key stakeholder groups, from customers and
prospects to the company’s employees and agents. The portal
provides customers with a single experience for researching
and purchasing insurance plans, managing their portfolios and
paying their premiums. Because Reliance stores all customer
and transaction information in a consolidated data warehouse,
the company can see which product offerings are successful
and which are not.
“Many corporate technology companies have
social media or analytics products…But IBM
has the early lead in marrying the two.” 16
8. 8
Applying social business: The repeatable patterns that improve business processes and provide return
Innovation
Innovation is strongly correlated with value creation and is a
key factor in financial outperformance. However, only 25
percent of organizations are good at generating and converting
innovations.17 These companies align innovation goals with
business strategy. Their efforts support the appropriate mix of
product, operational and business model innovation that
enables them to effectively grow and compete. And, their
innovation activities are managed in a transparent program.
Organizations that strategize and manage innovation in a
collaborative, open and continuous manner create a source of
competitive advantage and economic benefit. Collaboration
includes seamlessly engaging all employees in the innovation
process and securely including external business partners and
customers.
The top ten most innovative companies had two-year
compound annual growth rates of 60 percent more than the
overall Standard and Poors Global 1200.18 For these
companies, innovation is much more than a “big idea.”
Innovation is an ongoing process of creating value from
something new, such as new ideas, new technologies, new
products or new processes. For example, 75 percent of
successful companies rely on social networks to vet new ideas
for success.19 They use them for:
•
•
•
•
Openly communicating strategy
Openly generating and prioritizing non-traditional ideas for
new products and services
Innovating operations by teaming with external specialists
and business partners
Innovating business models by combining emerging
technologies with business imperatives to redefine the value
chain or move into entirely new industries
Future innovation will be conducted in more open
environments and CEOs interviewed for the 2012 IBM Global
CEO study corroborate this point.20
The Innovation Social Business Pattern is designed to increase
innovation by providing a wider reach of ideas and to help
organizations increase the success and speed of bringing
innovation to market.
Primary business processes
The primary business processes for this pattern include
research and development, product and service management,
business strategy and operations transformation.
Most relevant industries
The industries for which this pattern is relevant are
government, healthcare, financial services, energy and utilities,
telecommunications, pharmaceuticals and life sciences,
electronics and manufacturing
Business challenges
The common challenges faced by organizations that could
benefit from applying this pattern include:
•
•
•
•
•
•
•
Lack of revenue from new product initiatives
Insufficient communication from leadership that is needed to
guide the organization toward strategic priorities
Long development times for new products or services
Ineffectiveness in selecting the best products or services to
commercialize
Difficulty with operational transformation initiatives
Lack of openness and the inability to measure performance
Overcoming a risk-averse culture and silos in the business
Key stakeholders
The key stakeholders are research and development, product
development, line of business executives, CMOs, CIOs and
CTOs.
Recommended actions
This pattern features these specific actions:
•
•
•
•
Deploy collaboration tools for more open communication and
to guide innovation toward delivering the type of value
desired, such as product versus business model (see figure 1).
“Engage the crowd” (internal and external) to vet new ideas.
Deploy a portal that combines content, social and advanced
mobile features to provide an exceptional digital experience
for customers, partners, and employees while managing
access by role.
Deploy social gamification and social rewards systems to
improve engagement.
9. 9
Potential benefits
Organizations that have applied the practices that constitute
this pattern have observed the following benefits:
•
•
•
•
•
USD40 million in manufacturing savings21
The launch of new global products in 1/3 of the time22
Improved creativity and competitive edge from enabling
mobile communications and collaboration23
On demand access to critical information for physicians
including advanced social networking, video and simulation
technologies24
Identification of nine new markets with innovation
crowdsourcing25
IBM experience
IBM is consistently recognized for its leadership in new
patents. IBM’s research and professional services organizations
are excellent examples of knowledge-driven business. IBM
employees are extremely knowledgeable in specific areas of
research and investigation; they include Nobel Laureates and
winners of other prestigious awards. Many of the researchers at
the IBM Center for Social Business have been at the forefront
of exploring how knowledge is shared in organizations and
what can be done to improve those methods and tools. They
actively participate in IBM client engagements in all industries.
Cemex
Given that it employs more than 40,000 people in nearly 50
countries, Cemex had to overcome barriers of language, time
zones and disparate work cultures to launch a new product.
Cemex built an internal social network called Shift based on
IBM Connections, an industry-leading enterprise social
software solution with capabilities such as activities,
embedded experience, social analytics, discussion forums,
blogs and global communities. Shift enabled employees to
work together to solve local problems with global talent.
Employees used real-time collaboration and interaction to
test and prioritize ideas and encourage staffers to innovate.
Organizations are progressively opening themselves to both more
and different types of people—from inside and outside.
Openness
Space
Number
of active participants
Omni-directional
engagement
(social networks,
micro-blogging,
crowd-sourcing,
jams, etc.)
Multi-directional
engagement
(team-rooms,
wikis, chat, etc.)
Uni-directional
engagement
(pod-casts, blogs,
websites, etc.)
Diversity
of active participants
Openness refers to freeing up constraints on collaboration,
communication and creativity. It is associated with
empowerment of individuals to engage and interact, both
inside and outside organizations.
Number of active participants refers to the number of people
actively engaged in interactions – whether they be internal
or external.
Diversity of active participants refers to heterogeneity of
people actively engaged in interactions – beyond internal
employees to customers, partners, the community and others.
Figure 1:
Source: “Insatiable Innovation,” IBM Institute for Business Value, June 2013.
Asian Paints
The sales staff members of Asian Paints found it difficult to
share best practices and innovative ways of supporting
dealers. They also could not post issues of concern to the
entire sales team. Now the sales department uses IBM
Connections software and finds it an excellent tool for sharing
innovations, expertise and best practices to solve challenges.
10. 10
Applying social business: The repeatable patterns that improve business processes and provide return
Recruiting and onboarding
Business challenges
Organizations must identify, hire and retain the best available
talent if they want to gain and maintain a competitive
advantage. Businesses must also increase the effectiveness of
their onboarding activities so new hires are acclimated and
productive quickly. The Recruiting and Onboarding Social
Business Pattern shows how to meet those objectives by
harnessing communities and social networks that connect:
•
•
•
External candidates with HR staff and hiring managers
New hires with direct supervisors, team members and other
sources of expertise
Primary business processes
The primary business processes for this pattern include hiring,
training and human capital management.
Most relevant industries
The common challenges faced by organizations that could
benefit from applying this pattern include:
•
•
Identifying and attracting the best possible candidates
Accessing candidates in relation to corporate culture and
matching their talents to specific, best-fit job openings
Getting new hires started and making them productive
contributors as quickly as possible
Key stakeholders:
The key stakeholders are CHROs, vice presidents of customer
service, vice presidents of sales, CEOs and COOs.
Recommended actions
This pattern features these specific actions:
•
The industries for which this pattern is relevant include retail,
banking, finance, healthcare, life sciences, government,
telecommunications, and media and entertainment.
•
•
Use internal and external social capabilities to connect HR
staff, hiring managers and candidates in the recruiting
process to new hires, HR staff, direct supervisors and others
in the onboarding process.
Align your social approach to target key skills gaps and
proactively mine candidate data.
Use internal social capabilities to connect new hires with
team members and needed expertise to quickly develop
productivity.
Potential benefits
Organizations that have applied the practices that constitute
this pattern have observed the following benefits:
•
•
•
•
•
30 percent more candidate searches completed annually26
25 percent reduction in time needed to fill open positions27
Two-day reduction in time to onboard new employees28
30 percent faster new hire time-to-value29
At least 20 percent increase in employee retention30
11. 11
IBM experience
With a global headcount of more than 430,000, IBM has
large-scale experience in recruiting, hiring and onboarding new
employees. Its Human Capital Management processes are
frequently optimized and have become socially-enabled in
recent years. IBM uses LinkedIn, Facebook, Twitter and
YouTube to support its external recruiting processes. Potential
candidates can be made aware of country and role-specific
positions for which IBM is hiring. They can also interact with
IBM recruiters through these channels. IBM recruiters and
hiring managers can learn about the candidate by conversing
online with them and by visiting their social profiles on the web.
During the IBM onboarding process, new hires establish their
internal social profile and connect with their supervisor and
team members. New employees are also instructed on ways to
find the information and expertise they will need to quickly
become a productive contributor at IBM, including the use of
social capabilities.
Regeneron
Working with Kenexa to use contextual targeting to find
scientists in print and online, Regeneron found 400-600 scarce,
highly skilled scientists per year. In a few short years,
Regeneron rose from being unranked to being number 2 in the
2011 edition of Science magazine’s top employers survey.
AMC Theatres
A new applicant tracking system helped AMC Theaters find
candidates who could thrive in its culture by matching the right
people to the right jobs. Theaters led by managers who most
closely aligned with the “fit” strategy increased profits per
customer by 1.2 percent. This increase translated into millions of
extra dollars of net income. AMC increased candidate leads from
250,000 in 2006 to 1.4 million in 2008, and employee turnover
rates have declined by 11 percent.
ZurickDavis
Wider lens: CHROs want to focus more on enhancing
the customer experience. Many CHROs are planning to
strategically hire to improve the end-customer experience
ZurickDavis uses a portfolio of IBM technologies to support
their work placing candidates with clients. After sociallyenabling their key processes, ZurickDavis completes 30%
more searches annually and fills positions in 25% less time.
Their profitability has increased by 100%.
NHS Leadership Academy
28%
Today
38
%
3–5 years
Source: “The Customer-activated Enterprise: Insights from the Global
C-suite Study,” IBM Institute for Business Value, October 2013.
Because we have so many applicants, we needed a process in
place that could manage huge numbers of candidates in a quick,
efficient and fair manner. We needed an approach that would
enable us to spot talent quickly and easily.31
“Think about it: much of what it really takes to
get up the learning curve doesn’t come from
some dusty old policy and procedure manual. It
comes from what you learn from the people
around you.” 32
12. 12
Applying social business: The repeatable patterns that improve business processes and provide return
Mergers and acquisitions
Organizations can create significant value through carefully
considered mergers and acquisitions. However, numerous
studies show the failure rate (defined as not meeting the
business objectives) to be in the range of 70-90 percent.33 This
Social Business Pattern demonstrates how organizations can
use social networking techniques and technologies to:
Business challenges
The common challenges faced by organizations that could
benefit from applying this pattern include:
•
•
•
•
•
Create and communicate a compelling, shared vision.
Improve merger and acquisition management activities.
Connect experts that will positively influence both the single
culture and operations of the combined entity.
•
•
Allocating the required effort to creating a common culture
during integration (identified by 70 percent of surveyed
mergers and acquisitions specialists)34
Losing focus on customers and sales during the integration
process
Integrating functions on an organizational chart for its own
sake and breaking processes and relationships35
Difficulty understanding the strategic intent, personal value
or tactical activities of the merger or acquisition
Losing employees (often the loss of top talent)
Primary business processes
•
The primary business processes for this Social Business Pattern
are marketing, customer service, sales, onboarding, corporate
communications and talent management.
Key stakeholders
Key industries
The industries for which this pattern are most relevant
are retail, financial services, healthcare, life sciences,
telecommunications, and media and entertainment.
The key stakeholders are COOs, integration executives,
corporate communications, CHROs, CMOs and CIOs.
Recommended actions
This pattern features these specific actions:
•
•
•
•
Create and use a social network that consists of senior
leadership, HR and corporate communications to engage in
a “conversation” on the vision and value of the new
organization.
Establish collaborative spaces for post-merger integration
teams to work effectively.
For the key areas of expertise and value, use social network
analysis to identify the organizational dynamics and engage
the “tippers” to create and execute plans to integrate and
grow the networks.
Build focused communities in sales and marketing to
maintain customer focus and present a single message.
13. 13
Potential benefits
Organizations that have applied the practices that constitute
this pattern have observed the following benefits:
•
•
•
•
Lower integration costs attributable to reduction of task
duplication
Increased sales from a common understanding of strategy
and access to sales experts and resources
At least 20 percent increase in employee retention37
Higher productivity and lower costs because of increased
employee retention and engagement that stems from
cultural alignment
IBM Experience
IBM has completed at least 120 acquisitions since 2001.38
Through those experiences, much has been learned about
establishing a common vision, creating a single organizational
culture, managing integration activities and retaining engaged
employees.
IBM uses social capabilities that span the range of merger and
acquisition processes. IBM employees work together and with
external partners to assess and value potential acquisition
candidates. IBM teams build business cases together to justify
specific action. Acquired employees participate in IBM
onboarding processes that include social practices and
capabilities.
TD Bank
At TD Bank, fast growth from acquisitions created more
branches in the US than in Canada. The bank’s solution was to
deploy IBM Connections software to create an employee-driven
social network. The network is designed to help employees
connect to others throughout the far-flung enterprise and to
improve access to needed expertise and information that staff
might not know about. It also helps employees initiate
communications, collaboration and social networking.
Omron Europe
Omron Europe was split into two divisions, with separate sales
and marketing teams that served many of the same customers.
Better division communications and collaboration would help
ensure that customers recognized the company as “one
Omron.” “We are much more than the sum of our parts,” says
Michael Min, Strategic Communication and eMarketing Manager
“Companies spend more than $2 trillion on
acquisitions every year. Yet study after study
puts the failure rate of mergers and
acquisitions somewhere between 70 and
90%.” 37
14. 14
Applying social business: The repeatable patterns that improve business processes and provide return
Workplace and public safety
The focus on safety in the workplace spans compliance,
asset management, operational response management, cost
reduction, incident management, proactive communication
and collaborative innovation. The push to improve on these
areas is important. For example, a study conducted by
California’s Division of Occupational Safety and Health
showed a 9 percent drop in injury claims and a 26 percent
average savings on worker compensations costs in the four
years after the implementation of a safety program.39 The
implementation of a Social Business Workplace and Public
Safety Pattern can help organizations transform safety from
a source of liability to an asset by identifying and engaging
relevant expertise and by improving real-time situational
awareness, communications and decision-making.
Business challenges
The common challenges faced by organizations that could
benefit from applying this pattern include:
•
•
•
•
•
Primary business processes
The primary business processes for this pattern are
manufacturing, maintenance, safety, and organizational or
citizen communications.
Most relevant industries
The industries for which this pattern is relevant are travel
and transportation, government, automotive, industrial,
and chemical & petroleum.
The high costs of complying with rapidly changing safety
regulations and procedures, in different jurisdictions
Complex, distributed work environments that make it
difficult to effectively communicate new safety practices
Establishment of a culture that embraces safety
Geographic and time differences that make it difficult for
safety experts to quickly connect with and coach front-line
workers
Preventative measures that are difficult to implement
because of a lack of awareness of all physical asset locations,
maintenance status, contextual and situational incidents, and
procedures that are related to dealing with incident
management
Key stakeholders
The key stakeholders are COOs, governmental leaders,
executive vice presidents of manufacturing, corporate
communications, CHROs and CIOs.
Recommended actions
This pattern features these specific actions:
•
•
•
•
•
•
Use existing applications and devices to provide line workers
with the latest, relevant safety expertise automatically and
contextually.
Create communities that connect safety experts with workers
so they can share new or revised safety practices.
Speed prevention and emergency response with social
communications tools that link employees with relevant
expertise for on-the-spot decision-making.
Use social analytics to predict the likelihood of incidents.
Make use of culturally and personality-aligned onboarding
and recruitment capabilities to recruit more risk-averse
individuals for high accident-propensity roles.
Deploy social knowledge management and training
capabilities to enable adoption of safer practices and
situational awareness of high accident situations.
15. 15
Potential benefits
Organizations that have applied the practices that constitute
this pattern have observed the following business benefits:
•
•
•
Three times fewer accidents among most highly-engaged
dealer partners40
Higher productivity attributable to shorter project execution
delays and fewer hours missed by injured workers
Better innovation in safety procedures because of increased
dialogues between experts and workers
Doncasters Group Ltd.
“We are always focused on keeping the number of accidents as
low as possible, and we wanted to enlist the on-the-job
expertise of our employees to find the best ways for
maintaining a safe and productive work environment.” —Adam
Holbrook, Group European Environmental Health and Safety
Manager at Doncasters Group Ltd.
IBM Experience
Keyera
For decades, IBM has owned and operated a number of
manufacturing plants, many of which routinely store hazardous
chemicals and use potentially dangerous equipment to produce
products. The company formalized its commitment to workplace
safety in 1967 and consistently demonstrates low workday case
rates.41 How IBM communicates workplace safety practices and
procedures, along with lessons learned from assisting clients with
safety issues, inform this Social Business Pattern.
Keyera employees are widely separated by geography. Roughly
one-fifth of them work at headquarters. The rest are dispersed
among 16 gas plants. The organization uses IBM Connections
software to provide ready access to company information.
Employees can share knowledge and interact with their peers
in other operational areas. As a result, Keyera can disseminate
timely critical safety policies and checks.
“Organizational safety culture is largely
determined by the effectiveness of safety
communication.” 42
16. 16
Applying social business: The repeatable patterns that improve business processes and provide return
Expertise and knowledge
“The social network is the new production line.”43 That
statement defines how leading companies achieve value from
expertise and knowledge. Today, organizations operate
globally; data speed, variety and quantity have exploded; and
mobile devices are the norm. Competitive advantage requires
connecting workers with relevant expertise 24 hours a day.
Individual success is not about personal knowledge but how
you share and enable others. Many organizations, however,
struggle to locate the right people who can solve a problem or
can share experience when needed. Many organizations
endlessly reinvent solutions to identical problems because the
knowledge is localized.
This social business pattern is unique because it is a common
thread that underpins many of the other patterns. It
demonstrates how organizations can build rich, social networks
that are full of knowledge to serve as the foundation for
creating the new production line. 44 It also shows how, by
applying analytics and change management, expertise is
available to all.
Primary business processes
The primary business processes for this pattern are human
capital management, customer service, technical support, and
other processes that locate relevant expertise, expand
knowledge and provide organizations and customers with
“rewards” for sharing.
Most relevant industries
This pattern is relevant to all industries.
Business challenges
The common challenges faced by organizations that could
benefit from applying this pattern include:
•
•
•
•
•
Employees do not perceive that knowledge equals power.
Employees and business partners cannot locate the expertise
needed to help them support customers and resolve internal
process issues.
Profitability drops because the same solution is “invented”
many times by different employees and business partners.
Excessive costs that are attributable to “not knowing what
we know” lead to rework and solution duplication.
Inability to execute quickly delays revenue recognition and
creates unnecessary cost.
Key stakeholders:
The key stakeholders for this pattern are C-suite executives,
as well as leaders of research and development departments.
Recommended actions
This pattern features these specific actions:
•
•
•
•
•
•
Build broad social networks that are aligned to most critical
organizational priorities to identify, create and spread
knowledge and expertise.
Make tacit knowledge as accessible as knowledge in
documents by using expert recommendation and alwaysavailable social communication tools.
Apply and mine social analyics to identify hidden pockets of
expertise and identify high-performing units
Embed the identification of resources with relevant expertise
and other related communities, documents, and more into
core applications and processes.
Use gamification elements to provide social recognition to
those who freely and openly share their knowledge.
Reward and recognize the reuse and the contribution of
expertise publicly and vocally.
17. 17
Potential Benefits
Organizations that have applied the practices that constitute
this pattern have observed the following benefits:
•
•
•
30 percent improvement in accessing experts quickly45
25 percent increase in staff productivity by making
information more readily available46
55 percent increase in visibility of company’s subject matter
experts on its public website47
Russell’s Convenience
Russell’s Convenience needed an easy way to connect and
share knowledge among its 25 stores and with its licensees,
vendors and partners to quickly identify and resolve
operational issues. The company adopted the IBM SmartCloud
Engage services to enable staff members to communicate
more seamlessly and transparently across stores and with
external stakeholders.
IBM Experience
By any measure, the cumulative expertise of IBM employees is
staggering. To tap into that wisdom, IBM has developed analytics,
expert recommendation and other expertise-location capabilities
for internal use. Employee profiles, blogs, emails, content
repositories and other information sources are automatically
searched to locate expertise and knowledge on demand.
“Adding social features and mobile access to
CRM applications increased the productivity
of sales people by 26.4 percent.” 48
Lowes
Lowes built internal communities to share best practices and
acquire greater knowledge of their human capital in all their
stores. Clarissa Felts, Lowes vice president of collaboration,
says that IBM Connections has improved their recruitment
process and enabled their headquarters to find proven talent
that knows the store environment from firsthand experience.
TD Bank Group
TD Bank Group needed to improve internal communications
and collaboration, standardize business processes and
capitalize on its employees’ collective knowledge and
experience. The company deployed IBM Connections social
business software to provide better business processes
through knowledge and expertise uncovered by the network
and more confident decisions that are vetted by experts and
reflect past experiences.
Slumberland
With SlumberLink, all 2,300 Slumberland employees have
centralized access to pertinent, up-to-date information and
functional applications. Role-based access by department and
store allows employees to easily find relevant, up-to-date
information including areas such as human resources, sales
administration, merchandising and marketing. Video content is
uploaded, stored and delivered through Web Content
Management to assist in training initiatives. SlumberLink also
provides real-time product information including features and
benefits, warranties, wood types, finishes, and fabric options.
Sales associates have immediate access to advertising
program details and special offers from both Slumberland and
its competitors. Another portal application automates the flow
of financial information from each branch through distribution
centers and ultimately to the accounting department at
Slumberland’s headquarters.49
18. 18
Applying social business: The repeatable patterns that improve business processes and provide return
Supply Chain
Transforming Sales, Marketing, Customer Service, Change
Management and other “customer and communication”
processes has been the starting point for most Social Business
programs. A still untapped and emerging area is the
tremendous opportunities that exist in “operational” processes.
For example, McKinsey found social technologies could add
$170 to $200 billion in value annually for advanced
manufacturing industries. They estimate that operations is 60
to 90 percent of costs in these manufacturing sectors.50 In an
earlier study by IBM, the Institute for Business Value found
that 80 percent of Supply Chain Execs surveyed design
products jointly with their suppliers,but only 68 percent do so
with customers. Even in supply-chain planning, with all the
demand-driven hype, only 53 percent of companies include
customer input, while 63 percent invite supplier participation.51
As further support of focusing on these operational processes
to seek business impact, the Workplace & Public Safety and
Mergers & Acquisition patterns show the benefits of social in
more “operational” processes.
Predicting demand, increasing efficiency and quality in global
operations, managing global suppliers, and increasing
coordination and value with multi-tiered supplier relationships
make the supply chain pattern central to transforming source
materials into finished products (or services).
Primary Business Processes
The primary business process for this pattern are
manufacturing, risk management, supplier management,
logistics, sales, customer service.
Most Relevant Industries
The industries for which this pattern is relevant are
automotive, industrial, chemical & petroleum, consumer
packaged goods, retail, and aerospace and defense.
•
•
•
•
•
Key Stakeholders
The key stakeholders for this pattern are COOs, Executive VP
Manufacturing, Senior VP Supply Chain, CSO, CHROs, CIO
Recommended Actions
This pattern features these specific actions:
•
•
•
•
•
•
Organizations that have applied the practices that constitute
this pattern have observed the following business benefits:
•
The common challenges faced by organizations that could
benefit from applying this pattern include:
•
•
Unreliable forecasts of product demand and source material
availability
Engage customer communities and use broad social analytics
to better forecast demand
Establish broad supply chain communities (in and outside
the company) to benchmark and share best practices
Improve transparency and risk management with operational
communities across tier 1 and associated tier 2 suppliers
Augment logistics with real-time communications to match
carrier availability with freight
Branch into social design including communities that let
engineers communicate through the manufacturing cycle
with end-users
Effectively turn engineering ‘inside-out’ to showcase
contributor’s expertise across departments and teams
Potential Benefits
Business challenges
•
Difficulties in matching demand and supply in fast changing
markets
Managing complex supplier relationships (including tiered
suppliers not managed directly by company) that impact
product fulfillment, logistics, customer satisfaction, quality
and brand
Geographic, time, language, and communication barriers
complicate what needs to be an efficient, 24-hour-day operation
A complex set of global laws and regulations often at the
country level
High turnover of the best talent in the growth markets
•
More accurate demand forecasting
Mitigating risks of over or under purchasing which can cause
losses or discounting
React more quickly to disruptions in the supply chain
Improved capacity planning
19. 19
•
Improved customization through collaboration with endusers in assembly or production, leading to the potential for
higher customer satisfaction
IBM Experience
To improve collaboration and service delivery, IBM
Application Management Services (AMS) has used the Beyond
Discussions collaborative deliberation system four times over
the past two years in “Quality and Innovation Summits” to
both source ideas from ground-level practitioners and to
collaborate through all levels of the organization.
Consistently during these events, more than a thousand
participants use the system to contribute their solutions to
improve service quality, improve delivery, and to address
hundreds of important business issues. The top solutions are
then carried forward by task forces appointed by leadership to
continuously improve AMS.
Roland Corporation
The Roland Horizontal Enterprise Agora (RHEA) solution’s
core mission is to improve business processes through easier
communication, cooperation and collaboration across
geographic boundaries. In addition, this electronic public
square provides a venue for making internal experts and
knowledge more visible and accessible. It also facilitates
informal sharing of concepts and ideas as they develop, helping
harness the organization’s collective creativity.
These capabilities deliver concrete business results to Roland.
This is apparent from a recent initiative to introduce a new
product worldwide. Nearly 200 employees in marketing and
sales were involved, some 90 percent of them working
overseas.
The success of these summits has led AMS to offer them as a
service to their customers, and several external summits with
clients have already been run.
Supply chain planning largely remains an internally driven effort
The percentage who plan with customers—as compared to suppliers and their own organizations —should moderate significantly or to a very significant extent.
Very significant
extent 5%
No extent 19%
Significant
extent 15%
Sales and operations
planning (S&OP)
Demand planning
with customers
Minor
extent 28%
Moderate
extent 33%
Supply planning
with suppliers
78%
25%
more
53%
10%
more
63%
Source: “The Smarter Supply Chain of the Future: Insights from the Global Chief Supply Chain Officer Study,” IBM Institute for Business Value, 2010.
20. 20
Applying social business: The repeatable patterns that improve business processes and provide return
IBM and social business
In early 2011, IBM publicly declared that it was becoming a
social business by accelerating existing initiatives to connect
the organization’s employees, customers, partners and
suppliers. These efforts to transform IBM culture, business
processes and computing systems and, ultimately, its business
outcomes have yielded global, firsthand experiences with and
knowledge of social business.
Not only is IBM a social business itself, but the company has
also helped others on their journey to becoming social. More
than 60 percent of Fortune 100 companies have licensed IBM
solutions for social business.52 IBM consultants work daily with
organizations from all industries and regions to help them tap
the transformative power of social business. IBM Social
Business Agenda workshops and Smarter Workforce
Integration Services are just two examples of the kinds of
tightly interwoven cultural, process and technology guidance
that IBM can provide to clients.
Much of the IBM social platform is accessible on mobile
devices such as tablets and smartphones. And, IBM social
capabilities are available as native applications on a broad array
of mobile operating systems.
IBM social business software and in-cloud services are
frequently recognized as among the industry’s leaders by the
most influential analyst firms. Those acknowledgements
include:
•
•
•
•
This social business know-how has also informed the design,
implementation and use of related IBM software and cloudbased services in the company and in client organizations. When
IBM released IBM Connections in 2007, it was one of the first
enterprise social software products in a nascent market. Since
then, the IBM social platform has grown and can now be used to
embed social capabilities in any business process.
IBM® WebSphere® Portal has proven to be an ideal container
for role and process-specific social activity. IBM Content
Manager and IBM FileNet® services combine traditional
enterprise content management practices with sharing content
in social channels. IBM unified messaging, analytics and web
experience management technologies have also been integrated
into the IBM social platform. With the recent acquisition of
Kenexa® and its award-winning Human Capital Management
solutions, IBM is able to offer socially-enabled talent
management capabilities.53
IDC designated IBM as the Worldwide Enterprise Social
Software Market Share leader for four consecutive years
(2009-2012).54
Gartner named IBM a leader in The Gartner Magic
Quadrant for Enterprise Content Management 2013.55
Forrester Research categorized IBM among the “Leaders” in
its ForresterWave for enterprise social platforms and its
similar assessment of providers of cloud-based collaboration
services.56
IDC named IBM a “Leader” in its most recent market
assessment of providers of HR, learning and recruiting
process outsourcing services.57
With a combination of social expertise, deployment and
adoption services and social business capabilities, IBM can help
organizations capture information, create insights and generate
interactions that translate into real business value. With Social
Business Patterns, IBM offers proven and repeatable
approaches for using social business to transform your
business, create competitive advantage and realize identifiable
and measurable ROI.
21. 21
“IBM paid close attention to customer feedback, feature
requests and requirements while developing the latest
iteration of its social enterprise suite. While the company has
many point products in the social enterprise space, its new
social business software suite brings all these products under
a common platform, making them easier for companies to
implement.” 58
23. 23
1 The Customer-activated Enterprise, Insights from the Global C-suite
Study, IBM Institute for Business Value, October 2013.
2 Chui, Michael et al. The social economy: Unlocking value and
productivity through social technologies. McKinsey Global Institute,
July, 2012. The four industrial sectors are Consumer Packaged Goods,
Consumer Financial Services, Professional Services and Advanced
Manufacturing.
3 Tech Trends Study, IBM Center for Applied Insight, http://www.ibm.
com/smarterplanet/us/en/centerforappliedinsights/dashboard/#pillar=soci
al&data=adoption
4 Cortada, James et al. The Business of Social Business: What works and
how its done. IBM Institute for Business Value, November 2012.
5 ibid.
6 Guptill, Bruce. “Live from Lotusphere: Customers and Accidental
Social Business ROI”. Saugatuck Technology ‘Lens 360 Blog’, January,
18, 2012.
7 Clue Train Manifesto, by Rick Levine, Christopher Locke, Doc Searls
and David Weinberger, Basic Books Jan 9 2001.
8 “Customer Activated Enterprise: Insights from the Global C-suite
Study,” IBM Institute for Business Value, October 2013, http://
www-935.ibm.com/services/us/en/c-suite/csuitestudy2013/index.html
9 ibid.
10 Accenture 2013Global Consumer Pulse Survey.
11 Reliance Life Insurance Corporation: Gaining market leadership with
breakthrough self-service. IBM Corporation, 2010.
12 Reliance Life Insurance Corporation, 2010.
13 Ricoh generates new ideas with lateral communication on a global scale.
IBM Corporation, 2012.
14 Reliance Life Insurance Corporation, 2010.
15 cKinsey & Company. “Bullish on digital: McKinsey Global Survey
M
results.” Brad Brown, Johnson Sikes, and Paul Willmott. August 2013.
http://email.mckinsey.com/1748dc72blayfousubxbb32qaaaaabzc3l5rs4yuu7
eyaaaaa
16 O’Grady, Stephen. Quoted in “IBM Makes its Social Computing
Strategy Smarter,” New York Times ‘Bits’ blog, January 16, 2012.
17 “The Global Innovation 1000: Making Ideas Work,” Barry Jaruzelski,
John Loehr, and Richard Holman, strategy+business Magazine, Winter
2012, Booz & Company, Inc.
18 “Insatiable Innovation, From sporadic to systemic,” IBM Institute for
Business Value, 2013.
19 Insatiable Innovation, 2013, IBM Institute for Business Value.
20 “Leading Through Connections: Insights from the IBM Global CEO
Study,” IBM Institute for Business Value, May 2012.
21 Celistica reference.
22 Cemex reference.
23 Roland Corporation Reference, 2011.
24 Pediatric Hospital Reference of IBM solution.
25 An IBM manufacturing customer reference.
26 ZurickDavis increases sales by approximately 120 percent annually. IBM
Corporation, 2012.
27 ZurickDavis Reference, 2012.
28 TD Bank Group gains cohesion with social business software, IBM
Corporation, 2012.
29 Chui, Michael et al, 2012.
30 ibid.
31 http://www.kenexa.com/Portals/0/Downloads/
NationalHealthServiceCaseStudy.pdf
32 Judy, Charlie. “Empower Employees for Success with Social
Onboarding.” HR Fishbowl blog, October 30, 2012.
33 Christensen, Clayton et al. “The Big Idea: The New M&A Playbook,”
Harvard Business Review, March 2011.
34 Christensen, Clayton et al, 2011.
35 Six Reasons Why So Many Acquisitions Fail, James Price and University
of Michigan, Forbes, October 2012, http://read.bi/10rJhTq
36 Chui, Michael et al, 2012.
37 Eurobas et al. “List of mergers and acquisitions by IBM,” Wikipedia,
2012-2013.
38 “Perspectives on merger integration,” McKinsey & Company, June 2010.
39 Business Case for Safety and Health. United States Department of
Labor, Occupational Safety & Health Administration.
40 Connecting Employee Engagement and Key Metrics Impacts the
Bottom Line for Caterpillar. Kenexa Corporation, 2012.
41 See http://www.ibm.com/ibm/responsibility/employee_global_workplace_
safety.shtml