monetary meltdown madness
DESCRIPTION
how enterprise social software can be used to manage better business during a downturnTRANSCRIPT
WHOAMI?
1
2
3
4
5
3
4
Thisishowac/veIaminourinternalsocialnetwork
ThisiswhatIdo
ThisiswhatIsaythatIknow
ThisiswhatIactuallyknow,
basedonwhatIdo
Herearemyexternallinks…(twiBer,blogetc.)
ThisismyonlineCV(availableonmyuser
profile)
Twocolleaguesofminealsousedtoworkat
MicrosoL…
Thisismypersonalnetwork.It’sgeneratedautoma/callybasedonwhoIworkwith.Idon’t“add
friends”tomynetwork
Thesearepeoplethatshareinterestswithme
Thesearethepeoplethatreadandcommentmyworkthemost…asyoucanseeCarlosDiazisthe
personthatreadsmystuffthemost.
CarlosisourCEO
ENOUGHABOUTME…
Thispollwills/llbeopenforafewdays,andispostedtohBp://robgray.org/?p=66
YoucanvoteifyouhaveaUKmobile
Ina/meofcrisis,thereisatendencytofocusoncostreduc/on…
MMM2.0
ReducingCosts
Innova/onProduc/vity
ButacrisisisoLentheright/metobefocusingoninnova/on…
ThisisoLenoverlookedbecauseeveryone’sfocusingonthecrisis…
Getridofthismachinegunsalesman–can’tyouseeI’mbusyfigh/ngawar?
ThreeareaswhereEnterpriseSocialNetworking(ESN)canprovidebenefit…
MMM2.0
ReducingCosts
Innova/onProduc/vity
MMM2.0
ReducingCosts
Innova/onProduc/vity
Herearesomeexamplesofhoworganisa/onshaveusedESNtoreducecosts…
SavingMoney
MarketResearch
Events
Stafframp‐up/me
Intheseexamples…“nameshavebeenchangedtoprotecttheinnocent”
Savings
Insurance
Investments
Pensions
Mortgages
“TheBank”sellsvariousproducts
MikeisanIndependentFinancialAdvisor(IFA)
“TheBank”valuesMikeasheistheonewhoactuallysellstheseproductsto
customers.He’slikeanemployeetothem…
…andhemakesthemalotof….
Savings
Insurance
Investments
Pensions
Mortgages
“TheBank”needstocommunicatenewproductsto
MikeandotherIFAsacrossthecountry
TheyalsoneedtogatherfeedbackfromMike,inordertounderstandhowtheycanbeBerservertheircustomers
Savings
Insurance
Investments
Pensions
Mortgages
“TheBank”communicatesnewproductlaunchesto
IFA’sthroughmul/pleregionalevents(costly)
FeedbackfromallIFA’sisgatheredafew/mesayearviaaMarketResearch
company
Theresultsaregatheredtogetherinareportfor“TheBank”whichcostsalotof…
So...theBank’srela/onshipwiththeir“valued”virtual
employeeswashandledbyathirdparty…
ThiswayofdoingthingswasaliBleoutdated…
andquiteexpensive…
Fortunatelytherewasanotherway…
Withaprivatesocialnetwork,theycan
connectcommuni/esofmarketers,expertsandIFAsinoneplace
MarketResearchinthisareacanbeeliminated,
because….
Mycustomersarenotbuyingitbecausenosavingguaranteeforbusiness
Ihadthesameproblem.Itwouldbegreatif…wecouldofferthistosmallbusiness,mycustomersareinpanicmode
Customersareleaving...sameproblemupinManchester….
Let’sguaranteeethisforsmallbusiness
NewSavingsProductforsmallbiz…it’swonderful,brilliant,great,blahblahblah
Everyonewillwantone,massiveinterestratesforbusiness
SeeourexclusiveObamavideo….
Thereisnowa2‐way‘conversa/on’
NewSavingsProductforsmallbiz…it’swonderful,brilliant,great,blahblahblah
Everyonewillwantone,massiveinterestratesforbusiness
SeeourexclusiveObamavideo….
Communica/ongoesdirectlytomul/ple“peoplegroups”/communi/es
These“cross‐group”conversa/ons,leadtoac/onwithinhoursordays…
Customersareleaving...sameproblemupinManchester….
Ihadthesameproblem.Itwouldbegreatif…wecouldofferthistosmallbusiness,mycustomersareinpanicmode
Let’sguaranteeethisforsmallbusiness
NewSavingsProductforsmallbiz…it’swonderful,brilliant,great,blahblahblah
Everyonewillwantone,massiveinterestratesforbusiness
SeeourexclusiveObamavideo….
Mycustomersarenotbuyingitbecausenosavingguaranteeforbusiness
“cross‐group”conversa/onsincludepeoplefromalltherelevantcommuni/es
Communica/on
Feedback
TakeAc/on
Thebenefitsareclear:
(easier,cheapercommunica/ontoIFAsaboutnewproducts,withaninstantfeedback
mechanism)
Butthebusinesscaseisbuiltaroundsavingmoney($$$$$$$$$$)
Savings
£268K
£164K
£32K£55K
MarketResearch Events
Before
ALer
Savings
£236 £109
MarketResearch Events
BeforeALer
+ = £345K
Savings:£345Kofcostperyeareliminated
Costs:Approx£75Kperyearspentonimplemen/ngthesocialnetwork(includinghardware,soLware,hos/ng,maintenance,management)
Future:Nextyeartheyplanonreducingthenumber“IFAhelpline”callcentrestaff=addi/onal*significant*saving
MMM2.0
ReducingCosts
Innova/onProduc/vity
TheInnova/onProcess–howdoesanideabecomeamarketableproductorservice?
Innova/on
Idea Refinement Failure/Success Perseverance
MarketableProduct/Service
Italwaystakesmorethan
onepersontobringanideatofrui/on
Anexamplefromourownorganisa/on,howanideabecameanewpartofourproduct…
Hereisagraphshowingideasinsideourcompanyover/me…andafeedofnotes
star/ngwiththelatest
ThesearespecificideasfromourownUKcommunity,inorderofnumberofviews…
ThisoneisanoteaboutApple’s
announcementofEnterpriseappsforthe
iPhone
ChristopheourCTO,askswhetherweshoulddevelopaniPhoneapp
Hisideahasbeenviewedover127/mesandgenerates14commentsfromdevelopers,sales,
marke/ng,execteam,ourpartnersandcustomers.
Withinaday,we’vegatheredenoughopinioninordertomakeourdecision….“It’stechnicallyfeasible,customerswant
it,andcouldwealsodosomethingforblackberry?”
Westartdevelopment3weekslaterandwillincludeitinourfutureproductrelease
OneofourcustomersisusingblueKiwiasan“ideagenera/onspace”…sofaremployeeshavegeneratedover50newideasforthecompany,whicharenowintheproduct
developmentpipeline….
Innova/on
Idea Refinement Failure/Success Perseverance
MarketableProduct/Service
Recap:beingmorecompe//ve
NewIdeas
Faster/metomarket
MarketIntelligence
MMM2.0
ReducingCosts
Innova/onProduc/vity
MMM2.0
ReducingCosts
Innova/onProduc/vity
Produc/vity
FindExperts
ReduceDuplica/onofeffort
Highperformancevirtualteams
Produc/vity
FindExperts
ReduceDuplica/onofeffort
Highperformancevirtualteams
Exper/seisgeneratedautoma/callybasedonwhatyouread,writeandcommentabout.Eachpersonhasa“personaltagcloud”
Remembermyprofilefromtheintroduc/on?
Here’sareminder…
ThisiswhatIactuallyknow,
basedonwhatIdo
Thishelpswhenitcomestofindingexperts
Exper/seisbasedonmyself‐profiledtags,aswellasmydynamicpersonaltagcloud
VIDEODEMO:FINDINGEXPERTS
I’veuploadedthepreviousvideoonmybloghBp://robgray.org/?p=60
Findingpeoplehelpsgetthejobdonefaster.Verybeneficial,butit’sverydifficultto
measurethisagainstacostsaving,whichiswhyweseldomdoabusinesscasearoundproduc/vityalone…butyouMUSTincludeit
Produc/vity
FindExperts
ReduceDuplica/onofeffort
Highperformancevirtualteams
The“ParetoPrinciple”ofTeamPerformance
Inanyteamyouhaveafewstars,thenmostly“normal”performers,andafewpoor
performers
AccordingtotheSalesBenchmarkingIndex13%ofSalespeoplebringinover80%ofthe
revenue
Afewstarsbringinmostoftherevenue
Inaglobalsalescommunity,thestarscansharetheirsuccessstories,visibletotheirpeers,managersandtheexecu/veteam
“Stars”ShareSuccessStories
Allsalesteamsgloballyhave
visibilityofthis
Thewholecommunitylearnsfromeachother
Andbecomesmoreeffec/ve
ToRecapsomeofthebenefits….
MMM2.0
ReducingCosts• £345Kevents&research
• Futuresavingoncallcentrecosts
Innova/on• 50Newproductsindevelopment
Produc/vity• Findexper/se• Improveteameffec/veness
• Reduceramp‐up/me
Idea Refinement Failure/Success Perseverance
MarketableProduct/Service
Howtogetrapidresults…
Experience(successfulandunsuccessfulprojects)hastaughtushowtogetbuy‐in…
anddeliverquicklyatalowcost
Gexngbuy‐in
FOCUS:Iden/fyONEbusinessgoal
Iden/fymeasurableoutcomes
Createavision
Communicatethevision
AchievableImplementa/onplan
Thedecisiontogoaheadisjustthebeginning
Implementa/onPlan
5 1 2 3 4
Identify steering group, champions & pilot members
Identify Executive sponsors
Focused Event (real / virtual)
End user training Internal Marketing, Community stimulation,
Analysis & review
With steering group
Measuringsuccessisimportant
• MarketResearch:£250K• Events:£100K• CallCenter:over£300K
ReduceCosts
• RevenueperIFA
IncreaseRevenue
• Reduceramp‐up/me(/metofirstdeal)
Staff
• Communityac/vity• Ac/vevsInac/ve• #readers,#commenters
Engagement
SuccessScorecard
Measuringengagementandsuccessofthecommunity
againstyourgoals…
Thanks!
My Twitter conversations My Blog