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How to become a Social Enterprise? Jörg Besier and Danny Le Jehan

Cloudforce Munich

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Invented by the Mom-and-pop store we lost and finally found again the Social Enterprise

Local, Personal Global, Standard Global, Personal

Until 1970 1970-2005 Since 2005

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The Social Enterprise is here to stay… …and you cannot afford to ignore it!

Consequences of Ignorance

•  Lacking insight into conversations •  Less influence on opinions •  Missed customer interaction opportunities •  Low speed of resolution of customer concerns •  Limited understanding of new customer needs •  Neglect of useful metrics on social’s impact, •  Degrading customer loyalty •  Less successful new products and services

3 Next Accenture Technology Vision to be released in Jan. 2013

Nothing in all the world is more dangerous than sincere ignorance and conscientious stupidity.

– Dr. Martin Luther King

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Social Collaboration has become a first-tier concern for C-Level Executives

Towards the fully-networked enterprise 85%

indicated that they believe that enterprise-wide collaboration is more important than individual specialization for success. 75%

indicated they plan initiatives to increase the use of communications and collaboration technologies in the following year.

Enterprise Social Collaboration technologies such as Chatter can enable a new way of working

4 Next Accenture Technology Vision to be released in Jan. 2013

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Starting with Salesforce.com to build your Social Enterprise is a very good idea, but..

…you do need a blacksmith!

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Start with a compelling story... ...and develop a clear roadmap...

Social Enterprise Story and Roadmap

Compelling Story Functional Prototypes

Phase I Phase II Phase III

Execution Plan

Satis

fact

ion

Opp

ortu

nity

Burden Relief Opportunity

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Business Case

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.. and then we help to make sure all the required details are being cared for during execution

Functional Domains •  Industry knowledge & expertise •  Customer Relationship Management •  Social Engagement •  Workplace Collaboration •  Social Marketing Analytics

Technical Domains •  Architecture Design •  IT Strategy & Transformation •  Social Media Innovation Center

Program Management •  Business Case Development •  Complex Global Delivery

Accenture Expertise in Delivering salesforce.com Programs

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Largest Sales Transformation the History of the company

Sales Transformation for one of the world's Largest Technology Companies

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The Challenges •  Mind shift from a product driven to customer centric

organization •  Huge and complex organization with >35.000 users The Success Factors •  Executive Sponsorship •  Co-Create with the business: Sales rep at the center •  Fast end user deployment •  Management of change •  External partnership

The Mission Improve the customer experience, increase sales productivity and enhance management visibility by transforming the clients end-to-end processes across the entire sales lifecycle

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OBJECTIVES

1.  Explore what Future Shock means for your business, using fresh insights and proven facilitation techniques to provoke and stimulate discussion, so that together we can generate a new level of thinking about your new consumer

2.  Shape your response to Future Shock and generate innovative ideas that can help your business respond to the needs of your new consumer

3.  Commit to a shared vision, your futurescape, about what the future looks like for your business: a firm, collective understanding of what really lies ahead.

EXECUTION §  The experience will be immersive and interactive

§  We will fully tailor the experience to align to your ambitions

§  We will use proven world-class facilitation techniques

§  You will have access to the latest thinking and insights through a dedicated micro-site before, during and after your session.

Meet Future Shock at Accenture’s London Innovation Centre

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Pre-Away Day -6 weeks

Away Day 1-2 days

Post-Away Day +2 days onwards

q  Client confirmation and preparation (-6 to -5 weeks)

§  Confirm attendees and objectives §  Send invite and confirm dates for

interviews q  Design tailored away day

experience (-4 weeks)

§  1:1 interviews with each attendee §  Design tailored approach and content

to meet client ambitions §  Provide access to microsite q  Finalise Future Shock away day

(- 3 to -2 weeks) §  Finalise agenda and review with client q  Prepare client team to attend the

Innovation Centre (-1 week) §  Confirm logistics §  Provide away day pack to all

attendees

q  Provide write-up of away day day and experience

q  Provide physical reminder of the discussion on the day

q  Micro-site in place for further sharing of relevant insights

q  Accenture/Client Team check-points established to monitor progress following the away-day

q  Ongoing dialogue to support commitments made during the away day

q  Insight - understand the implications of the changing consumer on your business and start to paint a picture of the future

q  Innovate - Turn key insights into innovations and design a unified ‘vision of the future’

q  Commit - Turn the vision into reality by identifying a clear set of priority areas / questions that need to be addressed

Pre-away day consumer immersion activity optional.

Pre- or Post- Away Day dinner can also be arranged

The Innovation Centre Experience will be interactive, immersive and engaging

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Innovation Room •  Introduction to Accenture’s London Innovation Centre, with

technology and concepts designed to ‘shock and awe’ •  Innovative, state of the art demos to explore, with access gained

through latest facial recognition software

Context Room

•  Explore what Future Shock means for your business using world class facilitation techniques

•  Cutting edge touch screen technology allowing multiple attendees to interact at the same time using the world’s first 10mx3m video wall

Solutions Room

•  You can draw up your futurescape to combat tomorrow’s real challenges

•  A blank canvas – ideas can be scribbled anywhere in the room •  You will leave with a firm commitment and resolve.

Business Sphere •  Fully immersive experience surrounding attendees in the world of

Future Shock •  Versatility to explore multiple environments to understand the needs

of today’s consumer

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Welcome to the London Innovation Centre—step inside

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About Accenture and Salesforce.com

We help you to build your Social Enterprise

•  Salesforce’s most successful strategic alliance partner. •  3,200+ cloud projects completed or in progress around

the world in over 44 countries •  1,500+ Salesforce.com skilled

professionals •  500+ SaaS implementations

on enterprise level

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