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Cindy Rockwell CEO CustomerVision, Inc. June 24, 2009 Web 2.0 Knowledge Management and Social Networking.  Why Should I Care?
Agenda What is Knowledge Management & Social Networking?  Why Organizations Must Invest in Their Total Knowledge Capital?    Case Studies, "The Benefits"  Confidential; Property of CustomerVision, Inc.
Social Networks Facebook Mobile LinkedIn IM Google MySpace Twitter
Is Email a Social Network? Confidential; Property of CustomerVision, Inc.
What is  Knowledge Management & Social Networking Social Networking Incorporating Web 2.0 elements Wiki, Blog  Email, IM Mashup/Widgets Communities Knowledge & Expertise Confidential; Property of CustomerVision, Inc. Knowledge Management Capture  & share information real-time Faster dissemination of information  Engage the knowledge user/expert Real-time collaboration to improve organizational performance & increase productivity
Enterprise Social Networking Confidential; Property of CustomerVision, Inc.
New Model for KM now ESN Confidential; Property of CustomerVision, Inc. “ clouds” “ crowds” “ emergent” “ networks” KNOWLEDGE People Process
Why are KM and ESN necessary? Problem : Enterprise Knowledge Worker  Sending/Receiving Problem Too Many Choices Email Overload Can’t find what “I” need when “I” need it Depth ‘vs’ Breadth Need Creativity – “Time to Think” Organizational loss of experience & knowledge through Attrition Down-sizing Retirement Training Confidential; Property of CustomerVision, Inc.
What can ESN & KM Accomplish Confidential; Property of CustomerVision, Inc.
CustomerVision Web Portal  and/or Portlet CustomerVision SaaS  or Client On-site Hosting Center Confidential; Property of CustomerVision, Inc. https https http
CustomerVision for ESN/KM Confidential; Property of CustomerVision, Inc.
Natural User Interface Confidential; Property of CustomerVision, Inc.
Design & User Driven Elements Confidential; Property of CustomerVision, Inc.
Design & User Driven Elements Confidential; Property of CustomerVision, Inc.
Profiling – Based on Unique User Requirements Confidential; Property of CustomerVision, Inc.
For Employee Communication  Audience: Employees Teams Sales Partners Key Benefits: Informal Learning Build knowledge and expertise on a real-time basis  Create publications, FAQs, knowledge bases or reference centers  Compliment formal learning programs  Turn one to one email dialogs into conversations that benefit the entire organization  Provide access to knowledge workers  Ability to quickly search and find just-in-time information Confidential; Property of CustomerVision, Inc.
For Sales Effectiveness  Audience: Sales team Partners Marketing Sales Support Sales Training Key Benefits: Capture best practices  Train new sales people  Reduce time spent looking for answer  Provide a central source for answers  Manage communications with experts  Share ideas, messaging and positioning statements  Share presentations  Reinforce and support formal training programs  Confidential; Property of CustomerVision, Inc.
Communities of Practice  Audience: Members Consumers Clients Community  Students/Educators Key Benefits: Social “Informal” Learning Build knowledge and expertise on a real-time basis  Social Centers of Excellence Marketing  Turn one to one email dialogs into conversations that benefit the entire company and interested parties Provide access to a global community of knowledge experts  Visual learning Confidential; Property of CustomerVision, Inc.
Poolcenter Case Study  Objective – Community Collaboration: Forums Blog Wiki Overall to achieve leading edge marketing and awareness Results:  2 Week Calendar Time to Launch  Engaging clientele as part of a community  Additional sales and marketing needs identified Learning from others (many) Expertise sharing, Community Profiles Reduction of customer service; the community answers questions as does company Confidential; Property of CustomerVision, Inc.
Have a defined need Build as you go Communication; outbound, marketing Reward usage Monitor usability & modify Don’t do it “just because” Best Practices  Confidential; Property of CustomerVision, Inc.
Summary – Business Drivers Key trends are emerging: Businesses are beginning to embrace the fact that email, share drives, and adhoc solutions cannot be primary vehicles for their knowledge capital Traditional Web-based systems have been a detriment for real-collaborative knowledge sharing and widespread use within most organizations until now. Little to no IT resources required; save your IT time and resources for other key projects Social media is experiencing rapid growth and new growth within organizations for business critical applications Value proposition (SaaS model and price point) is very compelling CustomerVision  is an out-of-the-box expert technology solution in turning enterprise social networking and knowledge sharing into the an organization’s most powerful web-based communication platform. Whether the focus is on employees, sales, customer service or innovation. CustomerVision assists organizations in delivering the right information at the right time for the competitive edge they need with today's real-time knowledge requirements. Confidential; Property of CustomerVision, Inc.
Questions?  Contact:  Cindy Rockwell/CEO Email:  [email_address] Phone:  515.989.9900 / 877-824-0181 Fax:  515.989.2034 Website:  www.customervision.com Contact:  Mike Maddison, VP Sales Email:  [email_address] Phone:  877-824-0181 x707 Confidential; Property of CustomerVision, Inc.

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Web 2 0 knowledge management and social networking- why should i care

  • 1. Cindy Rockwell CEO CustomerVision, Inc. June 24, 2009 Web 2.0 Knowledge Management and Social Networking. Why Should I Care?
  • 2. Agenda What is Knowledge Management & Social Networking? Why Organizations Must Invest in Their Total Knowledge Capital?   Case Studies, "The Benefits" Confidential; Property of CustomerVision, Inc.
  • 3. Social Networks Facebook Mobile LinkedIn IM Google MySpace Twitter
  • 4. Is Email a Social Network? Confidential; Property of CustomerVision, Inc.
  • 5. What is Knowledge Management & Social Networking Social Networking Incorporating Web 2.0 elements Wiki, Blog Email, IM Mashup/Widgets Communities Knowledge & Expertise Confidential; Property of CustomerVision, Inc. Knowledge Management Capture & share information real-time Faster dissemination of information Engage the knowledge user/expert Real-time collaboration to improve organizational performance & increase productivity
  • 6. Enterprise Social Networking Confidential; Property of CustomerVision, Inc.
  • 7. New Model for KM now ESN Confidential; Property of CustomerVision, Inc. “ clouds” “ crowds” “ emergent” “ networks” KNOWLEDGE People Process
  • 8. Why are KM and ESN necessary? Problem : Enterprise Knowledge Worker Sending/Receiving Problem Too Many Choices Email Overload Can’t find what “I” need when “I” need it Depth ‘vs’ Breadth Need Creativity – “Time to Think” Organizational loss of experience & knowledge through Attrition Down-sizing Retirement Training Confidential; Property of CustomerVision, Inc.
  • 9. What can ESN & KM Accomplish Confidential; Property of CustomerVision, Inc.
  • 10. CustomerVision Web Portal and/or Portlet CustomerVision SaaS or Client On-site Hosting Center Confidential; Property of CustomerVision, Inc. https https http
  • 11. CustomerVision for ESN/KM Confidential; Property of CustomerVision, Inc.
  • 12. Natural User Interface Confidential; Property of CustomerVision, Inc.
  • 13. Design & User Driven Elements Confidential; Property of CustomerVision, Inc.
  • 14. Design & User Driven Elements Confidential; Property of CustomerVision, Inc.
  • 15. Profiling – Based on Unique User Requirements Confidential; Property of CustomerVision, Inc.
  • 16. For Employee Communication Audience: Employees Teams Sales Partners Key Benefits: Informal Learning Build knowledge and expertise on a real-time basis Create publications, FAQs, knowledge bases or reference centers Compliment formal learning programs Turn one to one email dialogs into conversations that benefit the entire organization Provide access to knowledge workers Ability to quickly search and find just-in-time information Confidential; Property of CustomerVision, Inc.
  • 17. For Sales Effectiveness Audience: Sales team Partners Marketing Sales Support Sales Training Key Benefits: Capture best practices Train new sales people Reduce time spent looking for answer Provide a central source for answers Manage communications with experts Share ideas, messaging and positioning statements Share presentations Reinforce and support formal training programs Confidential; Property of CustomerVision, Inc.
  • 18. Communities of Practice Audience: Members Consumers Clients Community Students/Educators Key Benefits: Social “Informal” Learning Build knowledge and expertise on a real-time basis Social Centers of Excellence Marketing Turn one to one email dialogs into conversations that benefit the entire company and interested parties Provide access to a global community of knowledge experts Visual learning Confidential; Property of CustomerVision, Inc.
  • 19. Poolcenter Case Study Objective – Community Collaboration: Forums Blog Wiki Overall to achieve leading edge marketing and awareness Results: 2 Week Calendar Time to Launch Engaging clientele as part of a community Additional sales and marketing needs identified Learning from others (many) Expertise sharing, Community Profiles Reduction of customer service; the community answers questions as does company Confidential; Property of CustomerVision, Inc.
  • 20. Have a defined need Build as you go Communication; outbound, marketing Reward usage Monitor usability & modify Don’t do it “just because” Best Practices Confidential; Property of CustomerVision, Inc.
  • 21. Summary – Business Drivers Key trends are emerging: Businesses are beginning to embrace the fact that email, share drives, and adhoc solutions cannot be primary vehicles for their knowledge capital Traditional Web-based systems have been a detriment for real-collaborative knowledge sharing and widespread use within most organizations until now. Little to no IT resources required; save your IT time and resources for other key projects Social media is experiencing rapid growth and new growth within organizations for business critical applications Value proposition (SaaS model and price point) is very compelling CustomerVision is an out-of-the-box expert technology solution in turning enterprise social networking and knowledge sharing into the an organization’s most powerful web-based communication platform. Whether the focus is on employees, sales, customer service or innovation. CustomerVision assists organizations in delivering the right information at the right time for the competitive edge they need with today's real-time knowledge requirements. Confidential; Property of CustomerVision, Inc.
  • 22. Questions? Contact: Cindy Rockwell/CEO Email: [email_address] Phone: 515.989.9900 / 877-824-0181 Fax: 515.989.2034 Website: www.customervision.com Contact: Mike Maddison, VP Sales Email: [email_address] Phone: 877-824-0181 x707 Confidential; Property of CustomerVision, Inc.

Editor's Notes

  1. What are you using today, show of hands? What for?
  2. study recently published by Wainhouse Research indicates that Social Networking in enterprise is inevitable. This conclusion is based on the benefits enterprise could achieve from using social networking technology and tracking historical adoption patterns of similar technologies. CustomerVision is a featured company in this research. s In addition, the study finds that even though the ESN market is in its infancy, it has already reached the $200 million mark. Furthermore, the market is expected to grow at a rate of 40% each year over the next five years to reach $2 billion by the year 2013.
  3. Average employee has 150 emails per day Average management employees spends over 50% of their day in meetings Knowledge workers are retiring as the baby boom generation ages Finding information is a burden; when I need it
  4. Part of someone’s daily job is where KM/ESN happens
  5. Blogs, Personal Information based on user role, group, community, Search Results unique widgets based on “Me” and my areas of interest, other employees, etc.
  6. 3 rd Party Mashups have been a part of the product for over 2 years; ex. here: RSS Feed, Weather Widget, Polling Widget