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Social Inside Strategy
- 1. From Social Media to Social
Business
Peter H. Reiser @peterreiser
Director Social Business WebCenter Evangelism
1
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 2. Oracle Safe Harbor Statement
The
following
is
intended
to
outline
our
general
product
direc6on.
It
is
intended
for
informa6on
purposes
only,
and
may
not
be
incorporated
into
any
contract.
It
is
not
a
commitment
to
deliver
any
material,
code,
or
func6onality,
and
should
not
be
relied
upon
in
making
purchasing
decisions.
The
development,
release,
and
6ming
of
any
features
or
func6onality
described
for
Oracle’s
products
remains
at
the
sole
discre6on
of
Oracle.
2
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 3. let’s do a reality check
3
3
Copyright © 2013, OracleOracle and/or its affiliates. Allreserved.
Copyright © 2013, and/or its affiliates. All rights rights reserved.
- 4. Business Process - Social Tools
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
social
social
social
social
social
4
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 5. Organization – Social Graph
Product Marketing Customer
HR IT
Development Service
social
social
social
social
social
5
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 6. I need a urgent response
for a customer complaint
via Twitter ....
nity
Commu er
ag
Man
Source:
hKp://www.global-‐integra6on.com/resources/cartoons
6
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 7. The Novelty Is Over
Social
Media
(Phase
1)
à
Social
Business
(Phase
2)
Source:
hKp://www.edelmandigital.com/2012/03/05/weaving-‐social-‐layer-‐across-‐your-‐organiza6on/
7
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 9. The Customer Experience Lifecycle
PURCHASE! RECOMMEND!
4!
8!
SELECT! 3! BUY! OWN! 7! MAINTAIN!
Market & Sell! Support & Serve!
1!
5!
2! 6!
RESEARCH! NEED! RECEIVE! USE!
9
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 10. The Customer Experience Lifecycle
PURCHASE! RECOMMEND!
4!
8!
Social! Social
SELECT! 3! 7! MAINTAIN!
!
Market & Sell!
1!
!
Support & Serve!
Outside! Inside!
5!
2! 6!
RESEARCH! NEED! RECEIVE! USE!
10
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 11. Social Business Strategy
Socially enable your Applications to make your
Business more effective and efficient
Social
Custom
ee
er
Socia l
Employ
borate
Work
Sales
Service
Ma
Interact
Colla rke6ng
11
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 12. Integrate Social into your Business Processes
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
Business
Applica=ons
IDEAStorm Social
-‐
Capabili6es
-‐–
ecure
–
scalable
–
compliant
Community
Social ocial
Collabora6on
Insightraph
-‐
Adop6on
Enterprise
SPublishing Social
s G Social Collaboration
12
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 13. Integrate the Social Graph
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
Business
Applica=ons
Enterprise
Social
Collabora6on
-‐
secure
–
scalable
–
compliant
13
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 14. Social Outside: LinkedIn, Facebook, Twitter
Source:
hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
14
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 15. Social Inside: Social Insight based recommendations
Source:
hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
15
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 16. Social ROI (WIIFB)
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
metrics metrics Business
Applica=ons
metrics
metrics
metrics
Enterprise
Social
Capabili6es
–
Graph
-‐
Adop6on
Social
-‐
C ollabora6on
-‐
secure
–
scalable
–
compliant
16
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 17. Social Outside: Innovation Management
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
900 metrics ideas
customer metrics Business
Applica=ons
metrics
metrics
metrics
IDEAStorm Enterprise
Social
Capabili6es
–
Graph
-‐
Adop6on
Social
-‐
C ollabora6on
-‐
secure
–
scalable
–
compliant
17
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 19. Social Outside: Social Publishing
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
metrics
27% Sales increase
metrics
1 Million Fans Business
Applica=ons
metrics
metrics
metrics
Social
-‐
Capabili6es
-‐–
ecure
–
scalable
–
compliant
Social ocial
Collabora6on
s Graph
-‐
Adop6on
Enterprise
SPublishing
19
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 20. Social Outside: American Express
THE CHALLENGE | To promote small businesses
during the holiday season.
THE SOLUTION | American Express launched “Small
Business Saturday.” Card holders were given $25 gift
cards to use at their local small business, and small
businesses were offered $100 in Facebook ad credit.
RESULTS | “Small Business Saturday” increased sales
for small businesses by 27% and grew over 1 million
fans for the SBS Facebook Page. American Express
published content across all of their social properties to
promote SBS using Publisher.
20
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 21. Social Inside: Sales & Delivery
Social Re-Use versus Win/Loss Rate and Project Margin
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
metrics metrics Business
metrics Rate 20% higher Margin
Applica=ons
metrics
14% higher Win metrics
Enterprise
Social
Capabili6es
–
Graph
-‐
Adop6on
Social
-‐
C ollabora6on
Insight –
sSocial Collaboration
Social
-‐
secure
calable
–
compliant
21
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 23. ROI on Social Collaboration (Sun Microsystems)
ROI
Calcula=on
Revenue
:
11,000
Millions
80%
of
projects
in
AIM
KMS:
8,800
Millions
14
%
average
Re-‐Use:
1,320
Millions
Average
win
rate
improvement
:
10
%
Source:
hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
23
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 24. Social Outside: Support
Community Driven Support
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
metrics metrics Business
Applica=ons
metrics
metrics
100% Community
metrics
answered
Enterprise
Social
Capabili6es
–
Graph
-‐
Adop6on
Social
-‐
C ollabora6on
-‐
secure
–
scalable
–
compliant
Community
24
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 26. Social enabled business demo
Social
Deal
Contract
Social
Social
Rela6onship
Approval
Signing
Recommenda6on
Collabora6on
Management
see:
hKp://www.youtube.com/watch?v=FmhVYQTlooc
26
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 27. ok – and how to drive
Social Adoption ?
27
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 28. Understand your Communities
Next
Fiscal
year
-‐
you
can
choose
between:
5% more salary
or
work on a cool project
Sales
Team
Tech
Team
Source:
hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
28
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 29. Social Adoption
(Measuring) Social Capital Maslow
+
=
WIIFM
Source:
hKp://socialadop6on.com/2008/09/16/community-‐equity-‐a-‐way-‐to-‐measure-‐social-‐capital-‐for-‐an-‐enterprise/
29
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 30. Social Outside: Swisscom
ica6 on“
Media
Commun
S ocial grated
011
–
d
Inte
ard
2 RM
an
ch
Aw log/C
G oldba ie
„Dia
Ka tegor
Source:
hKp://www.goldbachgroup.com/resources/know-‐how/goldbach-‐award/cases/swisscom-‐care.pdf
30
30
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Copyright © 2013, and/or its affiliates. All rights rights reserved.
- 31. Social Inside: Sun Microsystems
Fellow
Peer Review
Principal
Candidate Pipeline Criteria's
! Internal
Outreach
Engineer
Senior
HR
Levels
HR
Promo6on
Process
! External
Outreach
! Intellectual
Proper6es
! ....
! ....
Engineer
! Over average Social Equity
Source:
hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
31
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 32. Social Business Summary
Product
Sell
Market
BID
Mngt.
Deliver
Support
Crea6on
WIIFB
metrics metrics Business
Applica=ons
metrics
metrics
metrics
Enterprise
Social
Capabili6es
–
Graph
-‐
Adop6on
Social
-‐
C ollabora6on
-‐
secure
–
scalable
–
compliant
WIIFM
32
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 33. socialadoption.com
facebook.com/reiser2.0
linkedin.com/in/peterreiser
@peterreiser
@Apéro
Merci
33
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