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Tihomir CirkvenčićSEE ICS LeaderIBM Collaboration Solutions
Kako je biznis postao SOCIAL BUSINESS
© IBM Corporation 2012
A Social Business | embraces networks of people to create business value
embraces networks of people to create business value
© IBM Corporation 2012
© IBM Corporation 2012
Fifth IT Era – The Path to the Social Business explosion!$200B Market by 2015
Emphasize people-to-people interactions
Retrofit existing people networks
Help people extend their organizational reach
Enable newly created people networks to function
Get Social. Do Business
© IBM Corporation 2012
Your PEOPLE are core to your BUSINESSCompanies don’t do business with companies… …. people do business with people
“ approx. 70% of a company's TOTAL spend is on their people resources!”
Workforce demographics have changedSo
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Traditionalists Boomers Gen X Millenials
Born 1922 – 1945 1946 – 1964 1965 – 1980 1980 – 2000
Training The hard way Too much and I’ll leave Required to keep me Continuous and expected
Learning style Classroom Facilitated Independent Social and networked
Communication style Top-down Guarded Hub and spoke Collaborative
Problem-solving Hierarchical Horizontal Independent Collaborative
Decision-making Seeks approval Team informed Team included Team decided
Leadership style Command and control Get out of the way Coach Partner
Feedback No news is good news Once per year Weekly/Daily On Demand
Technology use Uncomfortable Unsure Unable to work without it
Unfathomable if not provided
Job changes Unwise Sets me back Necessary Part of my daily routine
“By 2014, 50 percent of all employed people will be Millennials”Source: Millennials: 50% of Workforce by 2014 February 2011
© IBM Corporation 2012
People are empowered like never before
• 37% of US IT workers are using technology they master first at home, then bring to work
• 64% of GenY download unauthorized applications at least once a week to get their job done
Bringing social tools into the enterprise
• 200 million tweets sent via Twitter each day
•Wikipedia hosts 17 million articles
Find and share information instantly
Rise of social networking and mobile devices
•66% of online adults use social media platforms such as Facebook, Twitter, MySpace or LinkedIn
• Smartphone and tablet shipments now outpace PCs
Source: Forrester: Forrsights Workforce Survey 2011
Source: Facebook, 2011Source: Nielsenwire, 6/1/2010, Morgan Stanley + “IT consumerism”
© IBM Corporation 2012
When you have a question and someone gives you the answer…only the two of you benefit
© IBM Corporation 2012
By nature, your PEOPLE are SOCIAL
given the chance, people will share their ideas
IDC - S o c i a l P l a t f o r m s M a r k e t D e f i n i t i o n:“Social platforms emerged based on the recognition that people — customers, employees, business partners, and suppliers — emerge as the most valuable assets to business and require informal, unstructured, easy-to-use communication tools that scale beyond a team for enhanced productivity.”
© IBM Corporation 2012
friending
© 2011 IBM Corporation | Thomas A. Bryner | 11
intimate anonymous
inner circle your social potential
© IBM Corporation 2012casalewebnet2 | flick r
boreout
© 2011 IBM Corporation | Thomas A. Bryner | 12
© IBM Corporation 20122003, Gigagroup (now Forrester)
5%
80%
knowledge
15%
© 2011 IBM Corporation | Thomas A. Bryner | 13
14 © IBM Corporation 2012
Knowledge Sharing Gap
© IBM Corporation 2012© 2011 IBM Corporation | Thomas A. Bryner | 15
RS
AT
SK
RU
DE
proc
ess c
ycle
tim
e
?
yes
no
no
no
yes
yes
DE
collaboration
© IBM Corporation 2012
building the link
© 2011 IBM Corporation | Thomas A. Bryner | 16
transaction collaboration
asset optimisation revenue
margin expansion
EBITDA
sales marketing
© IBM Corporation 2012
IBM has an end to end portfolio of capabilities, services, and delivery methods for social business
Social Content Management Social CollaborationSocial Analytics Social Portal
Services MobileCloud
© IBM Corporation 2012
Primjer: Unified Communications – IBM Strategy!
WebConf
IM
EmailUM
Collaboration Communications
Phone
Video
SMS
AudioConf
Profiles Microblogs
Blogs Wikis
Social
SocialUC2
© IBM Corporation 2012
Gartner: “IBM, You are further ahead than anyone else in the marketplace.”
Business Intelligence + Collaboration Complementary Capabilities
Cognos BI Connections
Escalations
Alerts
Historical Decisions
ApprovalsProfile Blogs
Wikis
Discussions
Activities
Home PageCellAnnotations
Attachments
Communities
Bookmarks
Reporting
Planning
Analysis
Dashboards
… more
© IBM Corporation 2012
IBM Connections Home pageSee what's happening across your social network
BlogsPresent your own ideas, and learn from others
CommunitiesWork with people who share common roles and expertiseFilesPost, share, and discover documents, presentations, images, and more
Micro-bloggingReach out for help your social network
ProfilesFind the people you need
WikisCreate web content together
Social AnalyticsDiscover who and what you don’t know via recommendations
ActivitiesOrganize your work and tap your professional network
BookmarksSave, share, and discover bookmarks
ForumsExchange ideas with, and benefit from the expertise of othersMedia GalleryAdd sizzle by sharing rich media like Photos and Videos
Ideation BlogsCreate ideas and leverage the crowd to develop them
Document LibrariesSecurely manage and collaborate on business documents
© IBM Corporation 2012
Essence of an expert
Who are you?
Profiles: contact, organization information, your colleagues, expertise, interests, affiliation and
contributions
Foundation of a social platform
© IBM Corporation 2012
Essence of an expert – continued
How do you get your work done?
Communities, Activities, Files What are your interests, who do you collaborate with and
what do you want to keep up to date with?
Your association with Groups of people who share the common
interest or work objective
Designs subject to change
Foundation of a social platform
© IBM Corporation 2012
Essence of an expert - continued
What are you reading and sharing? What do you find valuable?Bookmarks, tagging, blogs, wikis, files, microblogs and status updates
Designs subject to change
Foundation of a social platform
© IBM Corporation 2012
Gaining insight / discovery
The people you may want to
know
“Do you know” widget identifies people who
may have common interests and
objectives
Resources that you may want to be aware of
Community, Bookmark, Document and Wikis that may be
helpful to you
Designs subject to change
Foundation of a social platform
© IBM Corporation 2012
Gaining insight / discovery - continued
Better insight when forming and expanding your networkHow are you related to any given individual?
Foundation of a social platform
© IBM Corporation 2012
Gaining insight / discovery - continued
Find what you are looking for
Finding the right information, the right people when you need it
Foundation of a social platform
© IBM Corporation 2012
Activity
Social “enabled” business applications / tools - continued Foundation of a social platform
28 © IBM Corporation 2012
“Socialize your web sites” – internally or externally
Promote experts, engage with your audiences, harness ideas, build communities, drive discussions, and get answers
Social “enabled” business applications / tools - continued Foundation of a social platform
© IBM Corporation 2012
IBM Connections
© IBM Corporation 2012
© IBM Corporation 2012
Consumable information flow
Simplify user actions
Design PrinciplesFoundation of a social platform
© IBM Corporation 2012
Moving from sending to sharing Optimized Mobile Access
More on Design PrinciplesFoundation of a social platform
+ “Appification”
33 © IBM Corporation 2012
Lead with Open StandardsMaximizes integration possibilities
Enabling the next generation of socially-enabled solutions to enhance customers' existing investments and heterogeneous platforms Focus on open standards and “loosely coupled” web-centric architectures
A commitment to drive and leverage open standards Maximize choice, flexibility, and ease of integration
Drive enterprise innovation and leverage rapid innovation on the public web
Minimize incremental cost of targeting additional desktop and mobile platforms
Leverage dominant skillsets based around web technologies
HTML5 ARIA SAML
Foundation of a social platform
34 © IBM Corporation 2012
Solve Business ChallengesDeliver comprehensive solutions through Partnerships
Make it easy to add social capability to business application and processes Focus on consumable components for easy leverage in support of appropriate in context
social interactions
A commitment to an extensible and open architecture
Easily add onto any infrastructure
Restful APIs for easy integration
Access to relevant Social data anytime and anywhere
Extensible for 3rd party integration
to name a few ...
Foundation of a social platform
35 © IBM Corporation 2012
© IBM Corporation 2012
© IBM Corporation 2012
© IBM Corporation 2012
Dutch Tax Office - Key statistics
Thousands of users IBM Connections 35,000 users IT & CIO Key Project Sponsors Multiple stand alone and open source point solutions
Multiple LoB / dept level pain points Mixed environment – IBM, MS Sharepoint
© IBM Corporation 2012
“Lobby” Marketing: Banners, Flyers, Video Boards
© IBM Corporation 2012
You are being followed…
© IBM Corporation 2012
© IBM Corporation 2012© 2011 IBM Corporation | Thomas A. Bryner | 42
Boarding New Hires Learning Organization (self-paced, autonomous...)
Process Improvements (Productivity... )
Knowledge Capturing & Sharing Product Ideation & Innovation / Projects Product Documentation Defects Management (see learning organization, too)
Culture, Climate & Motivation Grow & Retain Employees … Microsoft Sharepoint customers!
potentials
© IBM Corporation 2012
Three key business scenarios and lines of business where Social Business can make a big difference
CMO, VP Sales, VP Customer Service
Customer Care & Insight
VP Product Development, Chief Design Officer, VP Research
Product & Service Innovation
VP HR, CIO,GM
Workforce Optimization
© IBM Corporation 2012
SVP Customer Service
Sponsoring executives will typically request ROI
44 Social Business ROI
Client ROI References*
*as projected by IBM BVA client
Primary Goals
SVP Sales
Increase revenue
CMOIncrease pipeline and conversion
Increase customer interactions by 15% = $18M revenue growthIncrease incoming call cross-sell by 5% = $4.3 increased profitLower campaign expenses by 20% - $2M cost reductions
Improve customer service levels
Reduced support time 5% = $4.3 M increased profitFaster time to revenue new customers (-30 days)Electronic support reduces mail costs $ 1 M
SVP R&DIncrease innovation pipe and reduce time to market
Increased new product pipeline yield by 5%10% reduced of overlapping projects = $33 M savings
SVP HRIncrease employee engagement and retention
Faster on-boarding & M&A = 10% lower costReduced new employee training costs 15% Compressed employee communications time = $2MVirtual teamwork reduces travel frees $8M
Increased quality sales time by 5% = Increase profit $250MFaster integration of acquisitions by 1 month = $27M profit increaseFaster new seller on-boarding by 1 month = $27M profit increase
© IBM Corporation 2012
IBM Connections – empowers United Nations users to easily connect with other users, other agencies, non- government agencies (NGO’s) and host nation personnel.
IBM Sametime – empowers United Nations users unified, real-time communication and collaboration services—from enterprise instant messaging and online meetings to telephony and video conferencing.
Source – UN Peacekeeping - http://www.un.org/en/peacekeeping/
United Nations
© IBM Corporation 2012
Challenge #1 – How do you launch? Standalone branded solution or into existing infrastructure / identity?
Connect.BASF
© IBM Corporation 2012
Cardiff Portal
© IBM Corporation 2012
Challenge #2 – Have you published your Social Computing Guidelines?
© IBM Corporation 2012
Challenge #3 – Do you have “Holistic” view of your social Business
Internal External
© IBM Corporation 2012
Challenge #4 – Need to take into consideration CULTURE & GENERATIONAL differences.
Supporting Open Ideas– Idea that FAILED the hardest– Golden Cow Award
Generational differences– How they collaborate– Device / Mobile
Understanding “Social Roles”– Contributor vs. Lurker– Not everyone has to blog
Flattening The Organization– Remove barriers– Speed, Empowered
© IBM Corporation 2012
© 2012 IBM Corporation52
We are announcing...
Industry leading business outcomes from Social • Ranked #1 by IDC for 3 years
• Delivering outcomes to 60% of Fortune 100, 36,000+ General Business customers
First-of-a-kind IBM Platform for Social Business• Connections 4, Connections Suite, Intranet Experience
Suite
• Mobile, Integration, Social Content, Social Analytics
Smarter Social Ecosystem • Broadest ecosystem of 39,000+ Partners
• Software Development Kit for IBM Social Business
• Ready for IBM Social Business Solutions Showcase
New!
© IBM Corporation 2012
IBM Connections licensing & entitlements Home pageSee what's happening across your social network
BlogsPresent your own ideas, and learn from others
CommunitiesWork with people who share common roles and expertise
FilesPost, share, and discover documents, presentations, images, and more
Micro-bloggingReach out for help your social network
ProfilesFind the people you need
WikisCreate web content together
Social AnalyticsDiscover who and what you don’t know via recommendations
ActivitiesOrganize your work and tap your professional network
BookmarksSave, share, and discover bookmarks
ForumsExchange ideas with, and benefit from the expertise of others
Media GalleryAdd sizzle by sharing rich media like Photos and Videos
Ideation BlogsCreate ideas and leverage the crowd to develop them
Document LibrariesSecurely manage and collaborate on business documents
© IBM Corporation 2012
Links
IBM Social Business - http://www.ibm.com/social IBM Connections product page - http://www-
01.ibm.com/software/lotus/category/socialsoftware IBM Connections live to try and see in action:
https://greenhouse.lotus.com (click on Sign up for a free account)
© IBM Corporation 2012
Get Social Business. Do Business!
Tihomir CirkvenčićTihomir CirkvenčićSEE Sales LeaderIBM Collaboration SolutionsIBM Software GroupCroatia
Miramarska 23Zagreb, HR 10000
Tel : +385 1 63 08 568
Mob: +385 91 63 08 [email protected]
© IBM Corporation 2012
Give people
the right tools & info
© IBM Corporation 2012
Get Social – Do Business!