get social do business jeannemurray un women natl conf
DESCRIPTION
Presentation for: United Nations Women United States National Committee , annual conference. Get Social, Do Business: Social networking helps people connect, share information, and collaborate more effectively. At IBM and other "social businesses", organizations have the ability to build relationships, service customers, and drive innovation faster than competitors. In this session you'll learn elements of a successful social business strategy: how you can apply social to your business.TRANSCRIPT
© 2011 IBM Corporation
Get Social, Do Business Developing a successful social business strategy
June 11, 2011
Jeanne MurrayProgram Manager, IBM Presentation for: UN Women National Committee United States Annual Conference
© 2011 IBM Corporation2
Social networking helps people connect, share information, and collaborate more effectively.
At IBM and other "social businesses", organizations have the ability to build relationships, service customers, and drive innovation faster than competitors.
In this session you'll learn elements of a successful social business strategy: how you can apply social to your business.
© 2011 IBM Corporation4
© 2011 IBM Corporation
Connecting people, breaking down traditional boundaries and silos
geographical…organizational… hierarchical…generational
© 2011 IBM Corporation
95% of standout organizations will focus more on “getting closer to the customer” over the next 5 years.
– IBM CEO Study 2010
Standout organizations are 57% more likely to allow their people to use social and collaborative tools.– IBM CHRO Study 2010
Why Social Business matters...
The most forward-thinking companies…activate networks of people that apply relevant content and expertise to improve and accelerate how things get done, delivering unprecedented return for the time invested.
© 2011 IBM Corporation
“the workplace”
170 countries, 400K+ employees worldwide
70+ acquisitions since 2002
More than 50% regularly work away from traditional IBM offices
73% of managers have remote employees
24 x 7 x 365
© 2011 IBM Corporation
Enabling people to work smarter together
Unlocking innovation through broad participation
Fostering deep insightful relationships
Collaboration drives business value
© 2011 IBM Corporation
Wiki
Team Share
CommunitiesActivities
IndividualShare
BlogFiles
Bookmarks
Micro-blogging
Person
Profile
Forums
External internet Internal intranet
Smart collaborationInnovation
Relationships
© 2011 IBM Corporation
Working smarter together
© 2011 IBM Corporation
Innovation through broad participation
© 2011 IBM Corporation
Fostering relationships
Jeanne Murray
© 2011 IBM Corporation
• Collaboration 2.0 available to 400k of us• 1170 countries, 2k locations, 140k+ remote workers
• Profiles: 631,000; 1 M+ searches/week• Communities: 33,600; 329k members,
80k users/month• Blogs: 32,000; 10,400 very active bloggers,
74k users/month• Files: 225,000; 5.2M downloads,
211k users, 71k user/month• Activities: 171,000; 2.3M entries,
346K members, 70k users/month • Wikis: 29.800 with 263.000 pages and
69k users/month• Bookmarks: 1.1M; 3.1M tags,
32k users• Instant Messages: 11M+ a day • Web Conferences: 19k with 103k users and
8.3M connection minutes per month
• Collaboration 2.0 available to 400k of us• 1170 countries, 2k locations, 140k+ remote workers
• Profiles: 631,000; 1 M+ searches/week• Communities: 33,600; 329k members,
80k users/month• Blogs: 32,000; 10,400 very active bloggers,
74k users/month• Files: 225,000; 5.2M downloads,
211k users, 71k user/month• Activities: 171,000; 2.3M entries,
346K members, 70k users/month • Wikis: 29.800 with 263.000 pages and
69k users/month• Bookmarks: 1.1M; 3.1M tags,
32k users• Instant Messages: 11M+ a day • Web Conferences: 19k with 103k users and
8.3M connection minutes per month
About*About*
© 2011 IBM Corporation
Developing your social business strategy
1. Decide where to focus
2. Understand key components of a social culture
3. Develop capabilities that lead to the business value
© 2011 IBM Corporation
Customer ValueCustomer Value
Acquire new customersAcquire new customers
Retain best customersRetain best customers Leverage
loyalist customers
Leverage loyalist customers
Improve marketing effectiveness
Improve marketing effectiveness
Get current customers to buy more
Get current customers to buy more
Deal better with blows to reputation
Deal better with blows to reputation
Improve sales effectiveness
Improve sales effectiveness
Improve customer service
Improve customer service
Find unmet customer needs
Find unmet customer needs
1. Focus your strategy
© 2011 IBM Corporation
Customer ValueCustomer Value
Operating EfficiencyOperating Efficiency
Acquire new customersAcquire new customers
Retain best customersRetain best customers Leverage
loyalist customers
Leverage loyalist customers
Improve marketing effectiveness
Improve marketing effectiveness
Get current customers to buy more
Get current customers to buy more
Deal better with blows to reputation
Deal better with blows to reputation
Improve sales effectiveness
Improve sales effectiveness
Improve customer service
Improve customer service
Find unmet customer needs
Find unmet customer needs
Reduce cycle time for product development
Reduce cycle time for product development
Capitalize on innovative approaches
Capitalize on innovative approaches
Improve company processes
Improve company processes
Provide employees with better information
Provide employees with better information
Encourage endorsements of products by loyalists
Encourage endorsements of products by loyalists
Improve shared services
Improve shared services
Improve effectiveness of sales channels
Improve effectiveness of sales channels
Deal with reputational risks
Deal with reputational risks
Reduce labor time on processes
Reduce labor time on processes
1. Focus your strategy
© 2011 IBM Corporation
Customer ValueCustomer Value
OperatingExcellenceOperatingExcellence
Operating EfficiencyOperating Efficiency
v
Acquire new customersAcquire new customers
Retain best customersRetain best customers Leverage
loyalist customers
Leverage loyalist customers
Improve marketing effectiveness
Improve marketing effectiveness
Get current customers to buy more
Get current customers to buy more
Deal better with blows to reputation
Deal better with blows to reputation
Improve sales effectiveness
Improve sales effectiveness
Improve customer service
Improve customer service
Find unmet customer needs
Find unmet customer needs
Increase return on company assets
Increase return on company assets
Develop new businessesDevelop new businesses
Improve product differentiation
Improve product differentiation
Generate income on intellectual capital
Generate income on intellectual capital
Eliminate waste across the enterprise
Eliminate waste across the enterprise
Improve brand awareness
Improve brand awareness
Drive effectiveness of supply chain
Drive effectiveness of supply chain
Shorten time to marketShorten time to market
Improve demand generation activities
Improve demand generation activities
Reduce cycle time for product development
Reduce cycle time for product development
Capitalize on innovative approaches
Capitalize on innovative approaches
Improve company processes
Improve company processes
Provide employees with better information
Provide employees with better information
Encourage endorsements of products by loyalists
Encourage endorsements of products by loyalists
Improve shared services
Improve shared services
Improve effectiveness of sales channels
Improve effectiveness of sales channels
Deal with reputational risks
Deal with reputational risks
Reduce labor time on processes
Reduce labor time on processes
1. Focus your strategy
© 2011 IBM Corporation
Customer ValueCustomer Value
OperatingExcellenceOperatingExcellence
Operating EfficiencyOperating Efficiency
People& CulturePeople& Culturevv
Acquire new customersAcquire new customers
Retain best customersRetain best customers Leverage
loyalist customers
Leverage loyalist customers
Improve marketing effectiveness
Improve marketing effectiveness
Get current customers to buy more
Get current customers to buy more
Deal better with blows to reputation
Deal better with blows to reputation
Improve sales effectiveness
Improve sales effectiveness
Improve customer service
Improve customer service
Find unmet customer needs
Find unmet customer needs
Increase return on company assets
Increase return on company assets
Develop new businessesDevelop new businesses
Improve product differentiation
Improve product differentiation
Generate income on intellectual capital
Generate income on intellectual capital
Eliminate waste across the enterprise
Eliminate waste across the enterprise
Improve brand awareness
Improve brand awareness
Drive effectiveness of supply chain
Drive effectiveness of supply chain
Shorten time to marketShorten time to market
Improve demand generation activities
Improve demand generation activities
Reduce cycle time for product development
Reduce cycle time for product development
Capitalize on innovative approaches
Capitalize on innovative approaches
Improve company processes
Improve company processes
Provide employees with better information
Provide employees with better information
Encourage endorsements of products by loyalists
Encourage endorsements of products by loyalists
Improve shared services
Improve shared services
Improve effectiveness of sales channels
Improve effectiveness of sales channels
Deal with reputational risks
Deal with reputational risks
Reduce labor time on processes
Reduce labor time on processes
Recruit stellar employees
Recruit stellar employees
Enable employees to represent the company
Enable employees to represent the company
Develop employee competencies
Develop employee competencies
Enhance employee /leader interactions
Enhance employee /leader interactions
Improve employee performance
Improve employee performance
Engage in the community
Engage in the community
Share best practicesShare best practices
Strengthen cultureStrengthen culture
Improve employee climate
Improve employee climate
1. Focus your strategy
© 2011 IBM Corporation
EngagedConnecting people – whether customers, partners or employees – as networks to drive innovation
TransparentRemoving unnecessary boundaries inside and outside the organization to allow your people and culture to reflect your brand and your values
NimbleLeveraging these networks to speed up business, gain real-time insight, and make quicker and better decisions
2. Key elements of a social culture
© 2011 IBM Corporation
3. Build social business capability
Connectthe ability to create social networks by finding people and expertise, and by identifying relationships
© 2011 IBM Corporation
3. Build social business capability
Connect
Learn
the ability to create social networks by finding people and expertise, and by identifying relationships
the ability to gain skill and insight from people and data in the social network, and apply it to your work
© 2011 IBM Corporation
3. Build social business capability
Connect
Organize
Learn
the ability to create social networks by finding people and expertise, and by identifying relationships
the ability to gain skill and insight from people and data in the social network, and apply it to your work
the ability to use social networks to form groups, discover available resources, and execute work items across organizational structures
© 2011 IBM Corporation
3. Build social business capability
Connect
Organize
Decide
Learn
the ability to create social networks by finding people and expertise, and by identifying relationships
the ability to gain skill and insight from people and data in the social network, and apply it to your work
the ability to gather stakeholder input, build buy-in, convey authority for, disseminate, and respond to decisions using the social network
the ability to use social networks to form groups, discover available resources, and execute work items across organizational structures
© 2011 IBM Corporation
3. Build social business capability
Connect
Organize
Respond
Decide
Learn
the ability to create social networks by finding people and expertise, and by identifying relationships
the ability to gain skill and insight from people and data in the social network, and apply it to your work
the ability to gather stakeholder input, build buy-in, convey authority for, disseminate, and respond to decisions using the social network
the ability to use social networks to form groups, discover available resources, and execute work items across organizational structures
the ability to evaluate, analyze, and respond to solicited and unsolicited ideas, people, and data in the social network
© 2011 IBM Corporation
3. Build social business capability
Connect
Organize
Respond
Decide
Optimize
Learn
the ability to create social networks by finding people and expertise, and by identifying relationships
the ability to gain skill and insight from people and data in the social network, and apply it to your work
the ability to gather stakeholder input, build buy-in, convey authority for, disseminate, and respond to decisions using the social network
the ability to use social networks to form groups, discover available resources, and execute work items across organizational structures
the ability to evaluate, analyze, and respond to solicited and unsolicited ideas, people, and data in the social network
the ability to recognize opportunities and deficiencies, express perspectives, and implement changes to improve responsiveness and accuracy
© 2011 IBM Corporation
In cultivating the capabilities, the culture matures
Start anywhere - maturity progresses around the circle of Capabilities, as well as within each Capability
As organizations become more mature in their Capabilities, they achieve the Social Business Qualities of: Engaged, Transparent and Nimble
As the social business matures, the Capabilities converge and become co-dependent
CAPABILITIES
© 2011 IBM Corporation
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Get Social. Do Business.