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Advanced Measurement Part Two: Measurement Frameworks to Prove Your Community Program’s Business Value CLAIRE FLANAGAN, JOSH RICHAU & IAIN GOODRIDGE JIVE SOFTWARE

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What have you done for me lately?

“You told me you delivered business results, but that was 2 years ago. Why should we keep this running now?”

CIO, global company

“I’m the new CEO and I’m not convinced that this Jive thing is making our business better.”

CEO, any enterprise

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You might be measuring...

•  Number of blog posts •  Number of comments •  How many groups •  Number of documents •  Registered users •  Active users •  Top participants •  Page views … and so on

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...but your execs care about

Increased ⬆  Growth, revenue ⬆  Productivity ⬆  New logos ⬆  Innovation ⬆  Satisfaction

Decreased ⬇  Costs ⬇  Time to market ⬇  Time to resolution

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Jive can help

CUSTOMER)RESULTS/BENCHMARKING)

ROI/BUSINESS)VALUE)MODELS)

PRODUCT)IMPROVEMENTS)

%

$

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15 % of Jive customers reported an increase in employee productivity* *independently verified by a top 3 global consulting firm

Source: Jive Customer Survey (November 2012) conducted by Top 3 global consulting firm

13% reduction in call escalations

16% increased first call resolution

8% reduction in call volume

Customers report real value

© Jive confidential 7 Source: Jive Customer Survey (November 2012) conducted by Top 3 global consulting firm

2-4% revenue impact

34% time to find answers

15% employee productivity

Customers report real value

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Business value benefits of Jive MORE

OF WHAT YOU WANT

LESS OF WHAT YOU

DON’T

As measured by a Top 3 Global Business Consulting Firm who surveyed Jive’s customers in December 2012

Strategic alignment

+2-4% Revenue

+15% Employee

productivity

-34% Reduction in search time

-16% Meetings

-21% Email load

Deal management

+8% # deals/year

+12% Win rate

-22% Deal cycle time

Sales enablement

+13% Sales/rep

-23% Sales rep

onboarding time

Marketing campaigns

+15% Annual campaigns

launched

+28% Faster collateral

development

Customer service

+16% First call resolution

-9% Total cost

-8% Call volume

-13% Call escalation

-13% Campaign

development time

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More people can perform like your best people

Top Performers Average Performers Bottom Performers

More people who are 50% more productive

than average

Fewer people who are 50% less productive than average

!1% !17% "18%

performance

Jive customers see 15% " productivity, 4% " revenue.

With Jive

Source: Jive Customer Survey (November 2012) conducted by Top 3 global consulting firm

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Your job: value detective

1.  Track activity 2.  Measure sentiment 3.  Watch for clues 4.  Interview 5.  Extract impact 6.  Find financial gurus

if you’re not one

7.  Engage Jive Value Desk we can help

8.  Tell the value story before, after

JIVE CAN HELP YOU: BUSINESS VALUE MODELING

Pain: Difficult to find information and experts outside of own group. Wasted team productivity and task duplication

•  Too much time spent trying to find experts •  Too many email threads

•  Knowledge lost in inbox •  Too long to onboard new people

Product Mgr

“Don’t know. Cc: Marnie, do you know?”

Q: “Have we done this before?”

“Don’t know. Cc: Jim, do you know?”

“I think so. Cc: Lyle, who

did this before?”

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After: Jive to ask questions Facilitates finding answers from someone you didn't know to ask

Product Mgr @ mention

@ mention

Q: “Have we done this before?”

A: “Yes. See this.”

Decrease time to search for info/experts

Reduce time wasted in email

Reduce time to onboard new hires/team

esT)

eeT)

eoT)

Pain: Difficult to keep track of actions and decisions across multiple, disconnected tools. Wasted team productivity

•  Too many document versions flying around •  Too many disjointed email threads

•  Actions and decisions go unrecorded •  Too many meetings

“Is someone answering these questions from

the customer?”

“Did you put this in SFDC?”

“Did anyone write down the action items from

our meeting?”

“Let’s meet in the conference room to discuss action items.”

“I put that huge document in Box. Too big for email.”

“Here’s the latest version of our document.”

“Isn’t the latest document version in SharePoint?”

“Someone just cc:ed me on this email. What am I

supposed to do?”

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After: Jive For Purpose-Built Work Facilitates team collaboration, decisions, taking action in workstream with business systems of record. Structured outcomes provides evidence

Email/productivity ECM/DMS CRM/ERP

PURPOSEFUL PLACE

Any website

Decrease wasted meeting time

Reduce time wasted in email

Reduce time to complete work process, tasks

emT)

eeT)

Pg)

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ROCE gains from the social

intranet $

Ave. employee time searching

email

Ave. employee time consumed

in meetings

Ave. employee time searching for information

Ave. employee onboarding

time

Ave. employee support tickets

Ave % productivity

gains reduced time to

do business activity

Ave. knowledge

worker salary

S = (W eeT emT esT eoT etT , Pg)

Social intranet ROI model Reduc>on))

Before)vs.)aEer)

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Social intranet: Detecting the drivers

S = (W eeT emT esT eoT etT , Pg )ROCE gains

$ Avg. employee time

searching email

Avg. employee time consumed in meetings

Avg. employee time searching for info

Avg. employee onboarding time

Avg. employee support tickets Avg. %

productivity gains Avg. knowledge worker

salary

Driver Benchmark How can you measure? Decrease)>me)wasted)reading/)searching)email)

!!21%!! 1)  Survey.!If!“agree”!ask:!Please!es8mate!%!email!volume!decrease!(might!want!to!measure!“unproduc8ve!email”)!

2)  Focus!on!aEachment!reduc8on!i.e.!less!email!with!15Mb!PowerPoints;!ask!IT!to!provide!reports!on!the!exchange!server!

Decrease)>me)spent)in)mee>ngs/)week)

!!16%! 1)  Survey.!If!“agree”!ask:!Please!es8mate!%!mee8ng!decrease!2)  Use!analy8cs!to!monitor!structured!outcomes!(marked!as!decision,!final,!

official,!success)!

Decrease)>me)to)search/find)informa>on)

!!34%! 1)  Survey.!If!“agree”!ask:!Please!es8mate!%!8me!decrease!to!find!right!answer/expert!!

2)  Jive!Business!Analy8cs!provides!insight!into!“Successful!Search”!

Reduce)employee)onboarding)>me)

!!23%! 1)  Survey,!interviews!with!employees!and!HR/BU!staff!responsible!for!onboarding.!If!“agree”!ask:!Please!es8mate!%!8me!decrease!in!onboarding!

2)  Jive!Business!Analy8cs!to!iden8fy!“onZboarded”!users!

Reduce)(internal))help)desk)>ckets)

!!8%! Monitor!exis8ng!8cke8ng!systems,!volume!metrics!

Improve)produc>vity)

"15%! 1)  Survey.!If!“agree”!ask:!Please!es8mate!%!8me!saved!in!this!business!process/use!case!

2)  Use!analy8cs!to!monitor!structured!outcomes!(marked!as!decision,!final,!official,!success).!Follow!up!with!interviews!to!translate!into!value/8me!

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Pain: customer support complex and time consuming, difficult to find right answers •  Knowledge base updated periodically by

vendor, not always relevant •  Customer can’t self-resolve, phone support

expensive, offers poor experience •  Knowledge limited to agent experience or

“next door” colleague; increases call escalations

•  Tier 1 reps handling lots of low-level issues, causes low job engagement/excitement

•  Increasing product complexity and shorter rev cycles make training more difficult

•  Difficult to get real-time feedback on product issues/performance

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After: Use Jive for effective customer support Visual, intuitive community for effective customer peer support, agent knowledge base. On any device

Increase community peer-to-peer support

Reduce time to resolve cases

Reduce time to find correct answers

CR)

ET)

Pg)

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Savings from peer support

Ave time to close a case

Total support cases

Support cases answered by community

Customers searching for

answers

Questions posted on community

Avg. % productivity

gains Avg. call center employee

salary

S = (W ET C∑ − CR)+ (US − PC)ET ,Pg∑∑

Customer support ROI model

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Savings from peer support Avg. time to

close a case

Total support cases

Support cases

answered by community

Customers searching for

answers

Questions posted on community

Avg. % productivity

gains

Avg. cost center

employee salary

S = (W ET C∑ − CR)+ (US − PC)ET ,Pg∑∑Customer support Detecting the drivers

Driver Benchmark How can you measure?

Decrease)inRbound)incidents)via)customer)selfRservice)

!!8%!! 1)  Help!desk!metrics!inbound!8cket!traffic!before!vs.!a\er!community!2)  Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!perceived!%!

decrease!in!help!desk!traffic!

Increase)%)in)first)call)resolu>on)

"!16%! 1)  Help!desk!metrics!first!call!resolu8on!before!vs.!a\er!community!2)  Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!perceived!%!

increase!in!FCR!

Decrease)%)in)call)escala>on))

!!13%! 1)  Help!desk!metrics!re:!escala8on!before!vs.!a\er!community!2)  Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!perceived!%!

decrease!in!help!desk!escala8on!

Reduce)%)in)call)length)(beTer,)effec>ve)knowledge)base)for)support)desk))

!!15%! 1)  Help!desk!metrics!re:!avg.!call!length!before!vs.!a\er!community!2)  Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!

decrease!in!help!desk!call!dura8on!

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Pain: disconnected engagement with prospects, customers, partners

Aw

aren

ess

Con

side

ratio

n

Pref

eren

ce

Purc

hase

Loyalty and

advocacy

Prospects Disregarding Marketing’s message

Customers No platform for dialog with company or peers

Sales and Channel Partners Slow to ramp, disconnected, minimal mindshare to updates and tools

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After: end-to-end market, customer engagement Partner enablement, customer engagement, campaign development, new product launches

Reduce cost for in-person events

Reduce agency fees through effective collab

Reduce costs, time for partner onboarding

IP)

Ac)

Pg)

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S = (IP Ac Pp Dt Pc, Pg)∑Marketing cost

savings Reduction in

in-person events

Reduction in external

agency costs Reduction in

printed collateral costs

Time saved creating content

Total in-bound calls from channel partners

Avg. % productivity

gains

External community ROI model

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S = (IP Ac Pp Dt Pc, Pg)∑Marketing

cost savings Reduction in in-person

events

Reduction in external agency costs

Reduction in printed

collateral costs

Time saved creating content

Total in-bound calls

from channel partners

Avg. % productivity

gains

External Community Detecting the drivers

Driver Benchmark How can you measure? Reduc>on)in)inRperson)events)

!!20%!! YoY!budget!comparison!(factored!for!growth)!

Reduced)agency)costs)

"!10%! YoY!budget!comparison!(factored!for!growth)!

Reduced)collateral)prin>ng)costs)for)channel)partners)

!!25%! 1)  YoY!budget!comparison!(factored!for!growth)!2)  Review!two!completed!launches!one!from!preZcommunity!or!partner!

involvement!

Reduced)>me)developing))marke>ng)content)

!!28%! 1)  Review!two!completed!launches!one!from!preZcommunity!or!partner!involvement!

2)  Survey!staff.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!decrease!in!8me!to!develop!marke8ng!collateral!

Reduc>on)in)inRbound)calls)from)channel)partners)

!!14%! 1)  Survey!staff.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!decrease!in!#!of!inbound!calls!as!a!result!of!community!

2)  Survey!partners.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!decrease!in!#!of!calls!as!a!result!of!finding!informa8on!or!geang!ques8ons!answered!in!the!community!

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Equation Description

Savings (impact)

Our benchmark productivity gains

Total (sum) of support calls, or similar

Used often. In this example, average

employee email time

TOOLS FOR MEASURING BUSINESS VALUE Josh Richau Senior Director, Product Management Jive Software

Impact metrics

•  Know if your message is getting through

•  Identify (and repeat) the tactics that work

•  Measurable impact

•  Ensure your organization is aligning with your strategic direction

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Structured outcomes

Drive results

Highlight who is doing what

Eliminate confusion

Find useful info fast

Mark as: •  Helpful •  Correct •  Needs Action •  Final •  Official •  Success •  Outdated

All collaboration platforms focus on TALK. Jive facilitates conversations that result in ACTION.

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Jive Business Analytics

Behavioral Reporting •  Understand what users

are achieving at a use case level

Employee Productivity •  Are my employees being

productive? •  Are they being on-

boarded effectively? •  Are they finding the

information they need? •  Are they strategically

aligned?

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•  Filter results by demographics •  Identify groups that are

performing or struggling

Actionable

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•  Use best practice rules to identify stereotypes of behavior

•  Optionally configure thresholds, rules, terminology

Behavioral modeling

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