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Ibm social business jam camp 2011 vp sandy carter get bold social business agenda

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Ibm social business jam camp 2011 vp sandy carter get bold social business agenda

  1. 1. Get BOLD Social Business Agenda Sandy Carter | VP, Social Business Evangelist IBM Corporation Follow me @ sandy_carter http://twitter.com/sandy_carter Subscribe to my blog http://socialmediasandy.wordpress.com/
  2. 2. The Fifth IT Era: The era of Social Business Social Internet PCs Departmental Mainframe $200B by 2015 2
  3. 3. Germany Social Network Usage on the Rise #2 Site in Germany 67% reach #1 In Europe for online video 45M unique viewers 18% growth 1st half 2011 ~20 hours per month Banned in some countries Source: ComScore, 2011 3
  4. 4. Germany IBM Social References! #1 In IBM Europe Social Business Public References! #1 Public References! In IBM WW Social Business 4
  5. 5. What is a Social Business? Engaging Transparent Nimble 5
  6. 6. Social Media vs. Social Business Social Media Social Business Nimble Engaged Transparent Primarily marketing Encompasses and PR organization and business processes 6
  7. 7. The Social Business Agenda A Social Business A Align Organizational Goals & Culture G G Gain Social Trust E E Engage through Experiences N N Network Your Business Processes D D Design for Reputation & Risk Management A A Analyze Your Data Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press 7
  8. 8. The Social Business Agenda http://www.forbes.com/sites/danschawbel/2011/ 10/13/how-to-build-a-social-business/
  9. 9. A A Align Culture to Achieve Goals Drive the appropriate engagement model, tools & analytics CULTURE eats strategy for lunch! BASF 9
  10. 10. A A Goals: Bank of NY Mellon Goals: Increase revenue, cross selling and customer loyalty Culture: 40K Employees best practices and expertise sharing
  11. 11. G G Gain Social Trust 15% Friends Transparent Responsive Tippers & & Open Followers Consistent Expertise 11
  12. 12. G G Trusted Networks can be Visualized Based on Interactions… …identifying targets for driving engagement
  13. 13. E E Engage through Experiences What is an Exceptional Experience The Usage Life Cycle Engagement 1st Time Regular Passionate Unaware Interested Participant Participant Participant Source: “Designing for the Social Web” by Joshua Porter Consumption Integrated: Consistent online and offline Interactive: Gaming, Video, Mobile, Virtual Gifting Identifying: Personalized, knowledge of you 13
  14. 14. E E Engage: Interactive Social Gaming RIM: Use of Avatar to drive Drive adoption rate and training for social tools success of product “e-Collaboration Day in the Life” Community Pride Post at a Glance Mini-Dashboard Featured Contributor 14
  15. 15. E E Engage: Mobile Interactive access increases adoption 100k mobile devices in use at IBM today • 65k Smartphones and Tablets • 35k Blackberry IBM CIO Office study: • Mobile access increases sales productivity by 11 hours per opportunity! Estimated 3 year ROI of 195% 2015 goals: • 500k users • 80% of all enterprise capabilities accessible from mobile devices 15
  16. 16. E E Engage: Sennheiser Interactive access to deliver the smooth flow of music Lars Rasmussen Strategic Alliance Manager Connecting customer service, tone technicians and global experts Immediate access to musicians requests for equipment and technical specifications for the venue 16
  17. 17. N N (Social) Network Processes Social Business Listen to market Outcomes Build advocates Traditional Business Marketing, Customer 'Push' marketing Control brand Embed social in process Service Connect in and outside Product Invest R&D & Service Build communities Ideas from inside Development Act small Operations, Siloed Human Rigid Resources 17
  18. 18. N N (Social) Network your Processes: Customer Service OLD PROCESS: Receive Retrieve Register Manage Manage request customer customer profile request data Customer Service Process SOCIAL ENABLED PROCESS: RBC
  19. 19. N N (Social) Network your Processes: Product Development OLD PROCESS: Reqmts Definition Develop Ramp Up Life Cycle & Concept & Plan & Qualify & Launch Mgmt Product Development Process SOCIAL ENABLED PROCESS: Sun Life Site to solicit ideas
  20. 20. N N (Social) Network your Processes: HR Resource Sharing OLD PROCESS: Human Resource Process SOCIAL ENABLED PROCESS: Celestica 2010 Celestica #1 Game Changer Award Winner 20
  21. 21. N N Value of Social Business Customer Service 18% Increased customer satisfaction R&D 20% Increased time to market and successful innovation HR & Talent Management 15% Cost reduction + Increased speed to knowledge and experts “The rise of the networked enterprise. Web 2.0 finds its payday” – McKinsey Global Survey Results, 2010 21
  22. 22. D D Design for Reputation and Risk Management Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press 22
  23. 23. D D Compliance Built into processes & solutions • Develop Policies • Management Oversight • Regulatory Compliance • Network Security Integrated tools are available Real time monitoring Moderation of content Contextual logging Archiving of activities and events E-Discovery compliance Regulatory Compliance 23
  24. 24. A A Analytics Gatorade AFFINITY ANALYTICS SENTIMENT Relationship Dimensional Tables Analysis Relationship Matrix Filtering Relationship Graph Voice Seton Hall COMPREHENSIVE EVOLVING TOPICS ANALYSIS Keyword Search Relevant Topics Dimensional Associated Themes Navigation Ranking and Volume Drill Through to Source: Content http://www.shu.edu/offices/loader.cfm?csModule=security/get file&pageid=156753 Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press 24
  25. 25. Social Business Adoption Advocates 25
  26. 26. Call to action 26
  27. 27. Available Now ISBN-10: 0132618311 ISBN-13: 9780132618311 Subscribe to my blog http://socialmediasandy.wordpress.com/ Follow me @ sandy_carter http://twitter.com/sandy_carter 27

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