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#otew2012

Social Business: A Shiny Object or Your Golden Ticket!

Kimberly Edwards,Senior Product Marketing Manager @kimberlyedwards

Let’s Connect!

@kimberlyedwards#OTEW2012

#CEM

What are we going to talk about

OpenText’s social media philosophy

Applying social business externally

OpenText use case

Applying social business internally

Delivering a social business framework

Q&A

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Shiny Object or Golden Ticket?

There is no Magical Pill!

“Success will follow integration, proper planning and execution of a plan that aligns with your business goals…”

Social Business: It’s NOT about the Next Big Thing! By: Pam Moore

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Social media is not a strategy, it should support a strategy

Customer Support

Marketing Strategy

Product Development

Knowledge Management

Our social media philosophy

Social Media: applicable to one or multiple business processes

Source: Dachis Group

Social Business: illustrated

Tapping into the collective intelligence in the Enterprise to develop new ideas and solutions for increased profitability and growth.

Breaking down the silos to encourage and equip collaborative decision-making across the Enterprise.

Inspiring a better way to work by moving the monologues in emails to dialogues in a community setting.

Shifting the communication method from top down to many to many, facilitating more participative and collaborative communications.

Connecting teams and their skills on a global scale to improve and enhance collaborative business relationships.

Creating a system of engagement to increase value and adoption, tied to a system of record that is secure and governed.

Facebook for the Enterprise?

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Call to Action:Apply Social Media to the Enterprise Externally

http://mashable.com/2009/06/30/social-media-enterprise/ 5

Research and Learn about Your Customers

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*Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive 7

When customers experience problems attempting to conduct an online transaction, 78% share their experience with others*

74% said when they read a negative comment online, it influences their likelihood to do business with the company*

*Tealeaf Annual Survey of Online Customer Behavior, conducted by Harris Interactive 8

React

Respond

Monitor

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Create Communities to Foster Relationships

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Build a Reputation of Expertise

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Ramp up Your Networking

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Learn from Others

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It’s not enough for customers to follow or friend a brand. They want to experience the brand through open conversation.

Create New Channels for Conversation

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External Use Case Examples

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Giving Customers a Voice

http://www.opentext.com/2/global/sso_download_open?docpath=/corporate/customer/casestudy/qad-1209-en.pdf15

Encouraging Participation and Cultivating Communities

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Call to Action:Apply Social Media to the Enterprise Internally

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Build Connections and Create a Network

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Enable Conversations

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Encourage Transparency

Enable Teams to Work Together

Cultivate Communities

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Create and Innovate Collectively

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Converse and share with your Customers

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Social Media Risk vs. Rewards

Recent research by IronMountain revealed that as many as 74% of businesses have banned social media.

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Social Compliance

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Social Compliance – Records Mgmt & Archival

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Can I measure Social

Business?

Copyright © OpenText Corporation 2011. All rights reserved.

What KPIs are impacted by Social Business?

Slide 43

Time to Market for New and Improved Products and ServicesTalent Retention PercentageReturn on Capital Employed (margin)Sales, General and Admin Expenses as a Percentage of Revenue.Percentage of IT Contribution to Return on Total Assets

Idea Conversion RateEngagement to Effectiveness RatioPercentage of KPIs that are green (within set goals)Percentage of KPIs improved compared to the previous measurementPercentage of KPI improvement compared to the previous measurement

At the Enterprise Leadership Level…

Engage the OpenText Value Engineering Team for help building a Social Business Case

Measuring it’s Use: Social Analytics

Drill Down Reports

Slide 45

Ability for business users to drill into report data to obtain more detailed information.

OpenText Leveraging Social Collaboration

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Questions

Kimberly EdwardsSenior Product Marketing ManagerEmail: kedwards@opentext.comTwitter @kimberlyedwards

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