21st Century Collaborative Enterprises: The Business Case

21st Century Collaborative Enterprises:The Customer Case

KMWorld 2011

Sameer PatelSovos Group

@sameerpatel

[email protected]

Sameer Patel

Twitter: @sameerpatel

Blog: pretzellogic.org

[email protected]

Web: sovosgroup.com

Hi.

The Social Web and The Changing Customer Contract

Implications of this Shift on Business

How 21st Century Enterprises Need to Capitalize on The Opportunity

[email protected]| @sameerpatel

A deep proficiency that enables a company to deliver unique value to customers.

- Gary Hamel, CK Prahalad

Core Competency

Building Relationships is the new Core Competency


WHY? The Emergence

of the Connected,

Social Customer

7

Sales &Marketing<<

You Controlled the Message

Your Prospect and Customers

Their Money


>

Not Anymore

8

Your Prospect and Customers

Their Networks

Their Money



Access to social and traditional web content now equalized

Prospects and

Customers

…How you provide

Service…How you

Engage with Them

…How you Innovate

The Customer Contract is Changing


11

Implications of the Social Customer


Engagement. Not Data




They want the Best Answers….And Only From the Experts.


Minimal Latency



Global Competency yet Local Relevancy


Goods Sold =

Ability to Satisfy


Goods Sold =

Goods Produced

<placeholder image>

The Enterprise 1.0 Dilemma


We’re Optimized. For Silos

18

“The Enterprise 1.0 Dilemma”


How We Market…How We Design and Fulfill…How We Operate…

The Case for the Collaborative Enterprise

How We Market Today?How We Market Today

The Result

How We Market Today?

How We Market Today

Marketing and

Support

Customers

The Best Minds Are Shut Out

Partners

Employees

EmployeesEmploye

esEmployeesSuppliers

The Silo’d Enterprise

Marketing in the 21st Century Collaborative Enterprise

Marketing and Support

R&D Product Design

Suppliers

Partners

CUSTOMERS

Wrap the Best Minds Around Customer Needs

How we Innovate and Produce today

R&D and Innovation Production and Support

Operationally Efficient for Ourselves

Innovation - Global Competency / Local Relevancy

R&D and Innovation Production and Support

CUSTOMERCUSTOMERINNOVATION


Consumers Operates in the ‘Me’ Web

Consumers

Engagement

Data

Content

How Customers Engage


Data Content Engagement


Enterprises Operate in the ‘Systems’ Web

X X

How Organizations Engage. Well They Don’t!

How Organizations Engage

Heightened risks and costs of building, marketing and selling productsIneffective engagement models to sell what customers want to buy

Today’s Process Centric Design

Organizations Operate in the ‘Systems’ [email protected]| @sameerpatel

`Designing Around the Needs of the Customer

Process Engagement+Business Activity

How the 21st Century Collaborative Enterprise Operates

How the 21st Century Collaborative Enterprise Operates

People At The Core of Business Activity

Customer Centricity

Customer Centricity

Understand the operational and financial metrics you need to impact and build an execution plan accordingly

ENTERPRISE 2.0 – What is it?

Customer Centricity

Operational Efficiency

Innovation

Drive Revenue

Lower Cost

Reduce Risk

Employees, Customers and

Partner Collaboration

Team Efficiencies

Operational Metrics

Financial Metrics

Do’s and Don’ts


32

Summarizing the Opportunity


ENTERPRISE 2.0 – What is it?The Opportunity

The Social Web exposes the true sentiment and needs of your customers….



34

Collaborative Enterprises Drastically Reduces Customer Acquisition Costs….



35

You Own Most of the Ingredients Already….




And The Collaborative Enterprise comes for an attractive ROI.

Sameer Patel

Twitter: @sameerpatel

Blog: pretzellogic.org

[email protected]

Web: sovosgroup.com

Thanks

About Sovos

• Strategy and Execution Consulting Firm

• Focus: Helping organizations accelerate business performance with the strategic use of social and collaborative technologies

• Employee & Workplace Performance

• Process Performance – Sales and Marketing– Partner Relationships– Customer Engagement

About Sovos

About Focus

Team Experience: Sun/Oracle, Cisco, McKesson, Merck, CA, Sony PlayStation, Sabre, KPMG, amongst others


About Sovos

Leadership Workshops: Identify where collaboration can in fact accelerate workplace and process performance

Strategy and Execution Planning engagements Operational and Program Design for scalable rollouts Go to Market and Competitive Assessments for social

software

What We Do
