Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | Six Stages of Social Business How to Integrate Social
Across the Enterpriseand Why it Matters. John Nolt Senior Director,
Product Management Oracle Social Cloud @a1phab3t
Slide 3
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Technology Changing Everything
Mobile, Digital, Social via the Cloud 3
Slide 4
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Social is Influencing Purchasing
Decisions 4 o Four in ten social users have purchased an item
online or in-store after sharing or favoriting it. o 90% of all
purchases are subject to social influence. 40% 90%
Slide 5
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Social Giving Customers a Voice &
Platform 5 Promoted Tweet to 300k after a negative luggage
experience. How does a billion dollar corporation only have 9-5
social media support for a business that operates 24/7?
Slide 6
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Consumerization has Affected Your
Business 6 Source: 2011 Customer Experience Impact Report (CEI),
based on a survey commissioned by RightNow and conducted by Harris
Interactive. If you make customers unhappy in the physical world,
they might each tell six friends. If you make customers unhappy on
the Internet, they can each tell 6,000. Jeff Bezos, Amazon CEO Mass
mediaInternet/1:1Social/Mobile The Power of Your Voice Customers
Power & Choice
Slide 7
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Devices, Connections, Content &
Empowered Consumers 7 o 86% of customers will start doing business
with a competitor after a bad customer experience. o 2 hours:
Average time American spends on social media each day. o 60 hours:
Average time Americans spend a week consuming content. o 4: Average
# of devices Americans own
Slide 8
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Promoting Change Across People &
Cultures #PowerShift 8
Slide 9
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Take Social Beyond Marketing 9 13
Departments Involved in Social Media Across Organizations 8 in 10
Marketing and IT Leaders Report Companys Investment in Social will
Increase 178 Average # of Social Accounts Across Organizations
Slide 10
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Global Study Reveals 97% of
Executives Place a High Importance on Becoming a Socially Enabled
Enterprise. Global Study of Marketing & Technology Executives
Oracle, Social Media Today & Leader Networks 10 97 %
Slide 11
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN The deep integration of social media
and social methodologies into the organization to drive business
impact. Altimeter Group 11 Socially Enabled Business Defined
Slide 12
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Social Business Maturity 12
1.Planning Listen & Learn 2.Presence Stake Our Claim
3.Engagement Dialog Deepens Relationships 4.Formalized Organize for
Scale 5.Strategic Become a Social Business 6.Converged Business is
Social Drive ROI through Social Media and Business Objective
Alignment
Slide 13
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 1. Planning - Listen and Learn 13
Every good conversation starts with good listening.
Slide 14
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 2. Presence - Stake Your Claim
14
Slide 15
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 3. Engagement - Dialogue Deepens
Relationships 15 Broadcasting Listening & Engaging
Relationships The Social Media Brand Engagement Curve
Slide 16
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 4. Formalized - Organize For Scale 16
Decentralized Multiple Hub and Spoke Centralized Holistic Hub and
Spoke Source: Altimeter Group, Q4 2012 Social Business Survey -
Social Business Organizational Models.
Slide 17
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 5. Strategic Become a Social Business
17 Broadcasting Listening & Engaging Relationships Marketing
and Communications SalesCustomer Care HR & Talent Management
Internal Collaboration
Slide 18
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 6. Business Is Social 18 Broadcasting
Listening & Engaging Relationships Business has only two basic
functions marketing and innovation. Peter Drucker
Slide 19
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Transformational Change is Never Easy
or Automatic 19 Broadcasting Listening & Engaging
Relationships
Slide 20
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Transformational Change is Never Easy
or Automatic 20 Broadcasting Listening & Engaging
Relationships
Slide 21
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN But You Can Blaze a Path 21
Broadcasting Listening & Engaging Relationships Establish Goals
and Metrics Communicate Vision Structure the Organization Empower
& Train Employees Put Right Technology In Place Showcase
Results
Slide 22
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 22
Slide 23
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Oracle Social Cloud: SRM Industrys
Only Unified, Integrated and Global Social Solution 23 Social
Engagement & Monitoring Social Marketing Social Network Social
Data
Slide 24
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Oracle Social Cloud: Key
Differentiators 24 Unified Platform Industrys Only Unified Social
Solution Deeper Listening Eliminates Dirty Data for Precise
Insights Global Social Global UI, Advanced Listening, Data Sources
Social Everywhere Integration with Oracle CX Applications
Slide 25
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Globalizations and Statutory
Localizations 25 Oracle CX Complete Customer Experience Platform
Oracle Marketing Cloud Integrated Customer Experience Foundation
Social NetworkMobileIntegrations Globalizations and Statutory
Localizations Oracle Sales Cloud Oracle CPQ Cloud Oracle Commerce
Oracle Service Cloud Oracle Social Cloud Analytic KPIs &
Dashboards Predictive Analytics
Slide 26
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 26 Example Customer Journey 1
Customer Need & Product Research Timely First Engagement
Personalised Clientelling Relevant Recommendations Product Issue
Efficient Self Service Assisted Service Social Advocacy 2 3 4 8 9 7
Buy 5 6 Market and Sell Own Support and Serve
Slide 27
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Social. Exceed Your Customers
Expectations. 27
Slide 28
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN So What Now? 28 o Is social still in
a silo? o Is social fully integrated with your digital marketing
efforts? o Does your organization desire to be a social business?
Start collaborating with key executives now. #Innovate
Slide 29
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN The Future Looks Like This 29 By
2025, 75% of the workforce will be millennialsthat will be your
employees, partners and customers.
Slide 30
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Its About the Journey, Not the
Destination 30 Broadcasting Listening & Engaging Relationships
Bring People, Processes and Technology Together Download the eBook
and find other resources at oracle-downloads.com/OracleSocial
Slide 31
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN Safe Harbor Statement The preceding
is intended to outline our general product direction. It is
intended for information purposes only, and may not be incorporated
into any contract. It is not a commitment to deliver any material,
code, or functionality, and should not be relied upon in making
purchasing decisions. The development, release, and timing of any
features or functionality described for Oracles products remains at
the sole discretion of Oracle. 31
Slide 32
Copyright 2014 Oracle and/or its affiliates. All rights
reserved. | @a1phab3t #IMSCIN 32
