getting to business value webinar

#yamvalue @yammer!

Getting to Business Value June 19, 2012 — 10:00 am PDT"

#yamvalue @yammer!

Speakers!

Sam Loveland"VP of Worldwide Customer Engagement!

Rob Koplowitz"VP, Principal Analyst!

Deb Medsker"SVP, Global Knowledge Management!

Kathleen Rouse"Enterprise Application Manager!

#yamvalue @yammer!

›  Yammer Customer Success Services!›  The Business Value of Enterprise Social Networking!›  Humanizing Global Connectivity @ SMG!›  The Manhattan Associates Yammer Story!›  Panel Discussion / Audience Q&A!

Table of Contents!

#yamvalue @yammer!

The Customer Success Mission!

Customer"Success"

Managers"Solution"

Engineers" Support" Training"

CUSTOMER ENGAGEMENT TEAMS!

Maximize customer value by ensuring they adopt and engage Yammer in their daily work lives, secure and grow every renewal, and work as one team across Sales, Customer Engagement and Product!

#yamvalue @yammer!

›  Yammer enables your most valuable assets – your people!

›  Being successful means making the most of this new wayof working!

›  The transformation is a journey!

›  Need to put metrics where you might not have tracked before!

Being successful means changing how your work!

Business Metrics"

Engagement Metrics"

Adoption Metrics"

People are signing up!"

People are having conversations!!"

How is this helping my business?"

#yamvalue @yammer!

›  Models for measuring adoption maturity and network health!›  Metrics and measures to support analysis of progress!›  Tying it back to organization initiatives!

A proven method of identifying and delivering value!

Define the Vision "" Gain Buy-In"

Define Key Metrics and Measures"

Project Business

Value"

© 2011 Forrester Research, Inc.

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7 © 2009 Forrester Research, Inc. Reproduction Prohibited

Rob Koplowitz, Vice President, Principal Analyst

June 19, 2012

The Business Value of Enterprise Social Networking

© 2011 Forrester Research, Inc.

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Five big drivers of this shift

§  Consumerization

§  Downsizing of workforce –  Global recession

–  Baby-boom retirement

§  Smartphones always connected

§  Cloud-based services

§  Geographic spread

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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It’s not a generational issue, it’s about business value

Seniors b. 1920-1945

Baby Boomers b. 1946-1965

Gen Xers b. 1966-1979

Gen Yers b. 1980-2000

Base: 1,382 US information workers who use social software at least monthly

Source: Forrester’s Q2 2011 Workforce Technology And Engagement Online Survey

1% 38% 35% 26%

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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It’s a business issue

Social software users are:

Managers, directors, or executives (49%)

Well compensated (52% make more than $60K a year)

Late workers (Average 43.53 hrs/week & average 6.91 hrs working outside the office)

Source: Forrester’s Q2 2011 Workforce Technology And Engagement Online Survey #yamvalue @yammer!

© 2011 Forrester Research, Inc.

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Drive pervasive adoption

Executive Support

Business Value

Groundswell of Adoption

§  Workers voluntarily adopt when they see value and low barriers (high usability)

§  Let the community drive the initiative

§  A jam can help drive three levels of support

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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Make it actionable

Executive Support

Business Value

Groundswell of Adoption

§  Funding is just the start

§  Ensure that executives are ready to participate

§  Disruption is the goal not an annoyance

§  Expect pressure on some organizational structure

§  Prepare then to be uncomfortable at first

§  But, it gets better

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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Demonstrate measurable business value

Executive Support

Business Value

Groundswell of Adoption

§  Identify motivated business leaders as partners

§  Look for discrete business value

§  Build a model to measure value

§  Keep a running tally of wins, big and small

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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A typical sales process

Pursue bad business or

use the wrong approach

Higher costs to due to re-creation of

assets

Lose the deal based on not bringing the

right expertise

Inefficiencies due to travel,

poor communications

Identify Opportunity

Define Team

Identify Existing Assets

Create Materials

HUMAN LATENCY

COST/ OPPORTUNITY

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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A social enabled sales process

Pursue bad business or

use the wrong approach

Higher costs to due to re-creation of

assets

Lose the deal based on not bringing the

right expertise

Inefficiencies due to travel,

poor communications

Identify Opportunity

Define Team

Identify Existing Assets Create Materials

HUMAN LATENCY

Have we done this before?

Drive Collective Action

COST/ OPPORTUNITY

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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16

A social enabled sales process

Pursue bad business or

use the wrong approach

Higher costs to due to re-creation of

assets

Lose the deal based on not bringing the

right expertise

Inefficiencies due to travel,

poor communications

Identify Opportunity

Define Team

Identify Existing Assets Create Materials

HUMAN LATENCY

Have we done this before?

Drive Collective Action

Find Expertise Do we have skills?

COST/ OPPORTUNITY

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

Reproduction Prohibited

17

A social enabled sales process

Pursue bad business or

use the wrong approach

Higher costs to due to re-creation of

assets

Lose the deal based on not bringing the

right expertise

Inefficiencies due to travel,

poor communications

Identify Opportunity

Define Team

Identify Existing Assets Create Materials

HUMAN LATENCY

Have we done this before?

Drive Collective Action

Find Expertise

Find Content/ Info

Do we have skills?

Existing product to

reuse?

COST/ OPPORTUNITY

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

Reproduction Prohibited

18

A social enabled sales process

Pursue bad business or

use the wrong approach

Higher costs to due to re-creation of

assets

Lose the deal based on not bringing the

right expertise

Inefficiencies due to travel,

poor communications

Identify Opportunity

Define Team

Identify Existing Assets Create Materials

HUMAN LATENCY

Have we done this before?

Drive Collective Action

Find Expertise

Find Content/ Info

Communicate/Travel

Do we have skills?

Existing product to

reuse?

How do we get the work

done?

COST/ OPPORTUNITY

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

Reproduction Prohibited

19

People

•  Target audience •  Social profile

Objectives

•  Business outcome •  How success will be measured

Strategy

•  How to achieve the objectives •  Policy, people & processes

Technology

•  Social technologies •  Information & integration

Use The POST Method to drive value

#yamvalue @yammer!

© 2011 Forrester Research, Inc.

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20

2012 Activity Streams Wave

© 2011 Forrester Research, Inc.

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1.  Gain executive support and promote adoption

© 2012 Forrester Research, Inc.

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2. Establish a social business council

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3. Establish social media policy &

employee training

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4. Empower the business to solve customer & business challenges

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5. Measure business impact always

© 2012 Forrester Research, Inc.

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© 2009 Forrester Research, Inc. Reproduction Prohibited

Thank you

Rob Koplowitz 1 650.581.3854 rkoplowitz@forrester.com Twitter: @rkoplowitz blogs.forrester.com/rob_koplowitz www.forrester.com

GLOBAL CONNECTIVITY

Humanizing

STARCOM MEDIAVEST GROUP

GLOBAL SCOPE; LOCALIZED NEEDS

110 offices, most with multiple agency brands/divisions 83 countries 7,000+ employees Numerous multi-national clients

YAMMER BRINGS US ALL TOGETHER

email domains merged within one network team groups facilitate global collaboration of global workforce registered

external networks invite client partners to join the conversation

HOW DID WE GET HERE? Soft launch among “social connectors,” March 2009 MarComm push July ‘09 Dedicated CEO/Global Ops presence Market Week

Different global office in the spotlight each week Global attention via CEO “Announcement” Staff introductions, client case studies, notes about the market…and, invariably, elements of fun

MARKET WEEK: OUR OWN 15 MINUTES OF FAME

Starcom Kuwait SMG Russia SMG Iberia SMG South Africa Starcom Sweden SMG Ukraine

MARKET WEEK: TOP MARKET EXAMPLES

EMEA MARKET WEEK RESULTS Actions taken Video views Replies Likes Employee registration

…AND MOST IMPORTANTLY:

Humanized the global network

ADDITIONAL VALUE DERIVED:

•  Globally dispersed MNC teams collaborate in single secure space via private groups

•  Dedicated-office groups allow seamless communication in the native language (including UI)

•  Desktop app provides buying teams instant updates when the market is breaking

•  Global brainstorms & collaboration have contributed to dozens of successful new business pitches

WHAT’S NEXT: GLOBALIZING UNTAPPED VALUE

•  SharePoint integration

•  Mobile push

•  Desktop app rollout for overseas trading desks

•  Real-time chat/email reduction (dashboard)

THANKS!

#yamvalue @yammer!

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Forrester  Webinar  

The  Manha(an  Associates  Yammer  Story  

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

About  Us  

•  20+  years  Supply  Chain  Leadership  

•  Best-­‐of-­‐breed  solu>ons  &  services  

•  Exper>se  Focused  on  Customer  Success  

•  ManhaFan’s  SCOPE:  Supply  Chain  Op>miza>on—Planning  through  Execu>on  

40  

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Structure  to  Achieve  Success  in  Social  Collabora>on  

Ge5ng  answers  to  most  pressing  

ques;ons  

Saving  ;me  Making  our  jobs  easier/

be(er  

Success  is…   Driven  by…  

Oversight  

Communica>on  &  Educa>on  

Measurement  

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

High-­‐level  Overview  

42  

Percent  of  Engaged  Members:  77%  in  May  down  from  peak  of  95%  in  Feb  

Messages  Posted  per  Member:  ~1.5  Msgs  per  Member/Mo  down  from  ~2  Msgs  in  April  

Global  Profile  Comple;on  Stats:  81%  populated  Exper>se  86%  entered  a  Loca>on  78%  entered  their  Work  Telephone  93%  uploaded  a  Photo  

Network  at  7-­‐months:  ~2,200  users,  ~30,000  messages  posted  

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Healthy  mix  of  Cross  Departmental  Message  Contribu>ons  

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Social  Collabora>on  Program  Metrics  

Group  Metrics   Ques;on  Usage   User  Metrics   Topic  Usage  

%  of  Groups     Health:  Top  10  Groups  

Health:  All  Groups  

%   Health     %     Health     %   Health    

   2+  Admins     Msgs          Exper;se        Msgs  w/  Topics    

   Following  Taxonomy   Answered        Loca;on        Msgs  w/  Topics  in  Groups    

   Cross-­‐GEO  Msg  Distribu;on†  

Answered  in  Groups  

     Telephone        Topics  w/  10+  Msgs    

     Cross-­‐Func;onal  Msg  Distribu;on†  

     Photo        Topics  w/  2+  Msgs    

     Cross-­‐GEO  Membership  Distribu;on†  

     Ac;vists    (90+  Msgs)  *  

     Cross-­‐Func;onal  Membership  Distribu;on†  

     Supporters    (10-­‐89  Msgs)  *  

     Business-­‐related  Msgs  ₒ        Listeners    (0-­‐9  Msgs)  *  

†  Calculated  for  Support,  Design  &  Client  Groups  only    ₒ  Based  on  number  of  messages  in  Interest  Groups  *  Avg  of  11  Msgs/User,  Std  dev  of  41  Msgs      Industry  Standard  Dictates  Healthy  Networks  Consist  of:      1%  Ac>vists      9%  Supporters      90%  Listeners  

Monitoring  before  determining  Adop>on  Level  

Good  Adop>on:  80%  and  above  

Avg  Adop>on:  60-­‐79%  

Poor  Adop>on:  59%  and  below  

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Recap  

Ge5ng  answers  to  most  pressing  

ques;ons  

Saving  ;me  Making  our  jobs  easier/

be(er  

Going  back  to  Success…   The  Manha(an  Journey…    Adop;on  Metrics  Engagement  Metrics    Up  Next…  Business  Metrics    •   Billability,  U>liza>on  

•   On-­‐Boarding  Experience  

•   Global  Scalability  of  Tools  &        Processes  

#yamvalue @yammer

Panel Discussion!

Sam Loveland"VP of Worldwide Customer Engagement!

Rob Koplowitz"VP, Principal Analyst!

Deb Medsker"SVP, Global Knowledge Management!

Kathleen Rouse"Enterprise Application Manager!

#yamvalue @yammer

Start your business value journey today!!

Visit yammer.com for more information.!For existing customers, contact your Account Manager or Customer Success Manager for additional details.!For new customers and prospects, please call 888.926.7377!