ibm social business strategy by robert blatnik, bg, ibm connections event

© 2012 IBM Corporation

IBM Social Business StrategyIBM Collaboration Solutions: Create Exceptional Experiences

December 2012

© 2012 IBM Corporation 2

Facebook Adoption Bulgaria

●Ranked #57 worldwide on socialbakers (date Dec 1st 2012)✔ Compared to the country's population - 34.43%✔ In relation to number of Internet users – 71.04% ✔ The total number of FB users - 2,461,160

TOP 5 brandsCompany Users ✔ Koketna 262,444 ✔ Milka Bul 244,569✔ Шопинг терапия!* 188,398✔ Grabo.bg 183,235✔ Kolektiva Bulgaria 155,189✔*Retail therapy!

http://www.socialbakers.com/facebook-statistics/bulgaria

TOP 5 MEDIA BrandsCompany Users ✔ Лятo 302,980 ✔ BULGARIABOOK.com 220,396✔ BTV 163,579✔ Voice Radio/TV Bul 114,950✔ Radio Fresh! 107,009




3

Social Business Hierarchy of Needs & IBM Solutions

Source: Alinean, Inc.Tom Pisello ; The Hierarchy of Social Business January 2011

> 2M - Self Profiled Consumers 62% of fans “like” a company for discounts

Tier 4 - Interacting with the user base is crucial for a successful social Tier 4 - Interacting with the user base is crucial for a successful social media campaign. media campaign. Externally & InternallyExternally & Internally

Tier 3 Monitoring – Actively listen to user community for campaign Tier 3 Monitoring – Actively listen to user community for campaign effectiveness, intelligence, trends, incidents, issueseffectiveness, intelligence, trends, incidents, issues

Tier 2: Campaigns – Promotional “push” via social media channelsTier 2: Campaigns – Promotional “push” via social media channels

Tier 1: Content – A great contentTier 1: Content – A great content

strategy and deliverablesstrategy and deliverables Web Content Manager

Unica

IBM Connections

UCC &IBM Connections

Integration

Integration

Measure

MeasureWebSphere Porta

l

WebSphere Portal

Coremetrics

Coremetrics

It is all about how to generate ЛЕВ out of people who “like” you!


Source: Alinean, Inc.Tom Pisello ; The Hierarchy of Social Business: January 2011

Credit Card

Automobile

LoanHome Loan

Banking Business Scenario

Initial Customer Acquisition - Social MediaFull Customer Life-cycle

Collaboration Across Silos

Social Business – Organizational

Breaking down organizational silos Transparent Nimble Engaged


Source 1: 2012 IBM CEO study: Q24 “What do you see as the key sources of sustained economic value in your organization?”Source 2: SHRM Human Capital Benchmarking Database, 2011

Products / services innovation

Human capital

Customer relationships

Brand(s)

Business model innovation

Technology

Key sources of sustained economic value1

...CEOs face significant workforce challenges.

The average turnover in the US per fiscal year.

Total costs of replacement can reach 200% of an employee’s annual salary.2

Human capital is the leading cited source of economic value, but...

71%66%

52%

43%

33%

30%

CEOs understand that they need to more effectively leverage their human capital to create competitive advantage


Our focus is help clients improve their core business operations by creating social networks of expertise that leverage analytics and act on insights to improve business processes

Source: 2012 McKinsey Global Institute: The social economy: Unlocking value and productivity through social technologies

Customer ServiceAchieved 110M in annual saving by leveraging social capabilities to support clients.(2)

Product DevelopmentCan develop and bring new products to market in 1/3 time (3)

SalesCan increase sales manager revenue by 40% and improve efficiency by up to 50% (1)

Marketing Can achieve 100% increase in market exposure (4)

ROI is created when social and analytics are applied to transform business processes


Social Networking

ContentManagementAnalytics Web

Experience

IBM Platform for Social Business, delivering the technology required to drive business process transformation

8 © 2012 IBM Corporation

The way people work isn't working ...

● Mountains of information● e-Mail and task overload● Too many applications● Untapped expertise

Challenges & opportunities in e-business to social business transformation


1) Source: “How smartphones and tablets are adding two hours to our working day”, Mail Onlne, Sep 24, 2012 http://www.dailymail.co.uk/sciencetech/article-2225325/Smartphones-tablets-add-TWO-HOURS-working-day.html



e-Mail and businessapps are culprits …

● Office workers spend > ¼ of their day dealing with email(1)

● Can't easily share:● Group conversations● Documents● Project management● Notifications



● Workers expect same interactions through social tools at work as in their personal lives

● Social technologies could improve workers productivity by 20-25%(2)

1) Source: “How smartphones and tablets are adding two hours to our working day”, Mail Onlne, Sep 24, 2012 http://www.dailymail.co.uk/sciencetech/article-2225325/Smartphones-tablets-add-TWO-HOURS-working-day.html

2) Source: “The Social Economy: Unlocking value and productivity through social technologies”, McKinsey Global Institute, July 2012



e-Mail and businessapps are culprits …

● Office workers spend > ¼ of their day dealing with email(1)

● Can't easily share:● Group conversations● Documents● Project management● Notifications

… and must adapt to a social world !



(1)Source: "The Social Workplace: Rethinking Communication and Collaboration in the Age of Social Networks": Portals, Content & Collaboration Summit, March 12-14, 2012 at Gaylord Palms in Orlando, FL.

Email will live on because it does certain tasks much better than other social collaboration tools(1)


Messaging and applications stay relevant by becoming social andtransforming business processes through integration

● Unify messaging and other business applications to reduce context switching

● Free your email, calendar, to do and other messaging and collaboration from the application

● Open standards make it possible: OpenSocial, OAuth, SAML, Xpages, HTML5...

“Very soon, you won't be able to see email and social networking separate. Email will not die, it will in fact have more flavour and will be more integrated."

-- Neha Gupta, senior research analyst, Gartner


IBM Leadership in Messaging and Collaboration today

1)Source: “Worldwide email applications 2011 vendor shares”, IDC June 2012

YOU ARE ENTITLED FOR SOCIALFiles and Profiles capabilities from IBM Connection.

TAKE THE BENEFIT!!!!


...and we continue that evolution:IBM Notes and Domino Social Edition – planned for 1Q 2013

Create a more effective workforce by deeply integrating social and business info to engage expertise, share and gather information, and improve decisions

✔ Provides modern, in-context social collaboration capabilities✔ Activity stream: view and take action quickly on content and

events from business apps and social collaboration✔ Embedded Experience: access business critical app actions✔ Application Development: Easier and faster than ever✔ Domino integration: SAML, Oauth ✔ Contemporary user interface, simpler navigation, easier to

locate information in Notes / iNotes✔ IBM Notes Browser plugin ✔ Traveler: Windows Phone 7.5/8; Blackberry, iPhone✔ BES 10 support; IBM i-Server


Smarter WorkforceAttract and develop the right skills to build the right teams, for the right projects, the first time.

Up to 25% increase in the productivity of knowledge workers

Up to 60% increase margins in industries such as consumer packaged goods

For business leaders: Attract, retain, engage, and continuously optimize use of workforce investments by transforming front office processes across sales, customer service, operations and R&D.

For employees: Getting the relevant knowledge, insights and expertise when they need it, to:

resolve problems before they arise to improve customer service

drive innovation to bring products to market faster increase sales by building new skills engage with the right experts to address your needs build the right teams, for the right projects, the first time

Source: 2012 McKinsey Global Institute: The social economy: Unlocking value and productivity through social technologies

A Smarter Workforce enables people centric business transformation that delivers real ROI


Leveraging Social Business technology enables System of Engagement solutions for business transformation


Leaders in every industry are leveraging social business technologyto disrupt their industries and create competitive advantage

activate the workforceImprove productivity and unleashinnovation by tapping into thecollective intelligence inside andoutside their organizations

delight customersIncrease loyalty, advocacy, and revenueby listening, analyzing, and acting uponnew insights to anticipate individualcustomers needs

create a smarter workforce

create exceptional customer experiences

“When the right people engage with the right community, they can change the way business works”

“When customers are engaged on their own terms, you create more than a sale, you create an advocate”

social business: from liking to leading


Using analytics to anticipate and resolve problems before issuesarise in customer service 72% of CEOs cite the need to improve their understanding of customers. 3

Sales per agent can increase by as much as 12%.2

Accelerating innovation to deliver better products faster In software, the top programmers write

10 times the code of average performers.2

Companies can develop & bring new products to market in 1/3 time.4

Improving sales skills and matching the right people to close more deals Top 10% of sellers often generate 30-50% of a company's revenue.2

Sales manager revenue can increase by 40% and improve efficiency by up to 500%.1 Source 1: VCC case study, Source 2: Bersin Report - The Science of Fit

Source 3: 2012 IBM CEO Study, Source 4: Cemex case study

The primary objective of creating a smarter workforce is to generate shareholder value


Leaders in every industry are leveraging Social Business technology to disrupt their industries and create competitive advantage


81% received product purchaseadvice from friends and followers through a social site3

By 2014, 50% of all employed people will be

Millennials4

5 seconds:Time to engage customer before they leave web siteand 30% of customers leave.40% don’t return1

The global mobile worker population will increase to

1.3 billion in 20155

Customers buying on tablet computers have

2% higher conversion rates and 20% larger order size2

Highly engaged employees are

87% less likely to leave their organizations than highly disengaged employees 6

Source: 1 ”When Seconds Count”, Aug 2010, Equation Research, 2 “Tablets: Ultimate Buying Machines”, Sept 28, 2011, Wall Street Journal, 3 Click Z, Jan 2010, 4 Millennials: “We R Who We R”, Feb 5, 2011, Millennial Marketing, 5 IDC, Worldwide Mobile Worker Population 2011-2015 Forecast, doc #232073, December 2011 6 Independent Study by The Corporate Executive Board, 2004

Success increasingly depends on creating and delivering exceptional web experiences for customers and employees


Activity Stream Embedded Experiences

EverythingSocial

What’s New in IBM Connections 4

Be ready to act with up-to-the-minute in-context views of critical activity in your network

Take action – respond to postings, answer email, check your calendar, update your status, share a file wherever you are in Connections

Extend your reach using hashtags, pictures, likes, reposts

Support Social Business with open framework for integrating business applications into Activity Stream

Engaging mobile apps that work the way you want to –magazine style, activity streams, document editing, and more

Gain insight and drive vitality with Community metrics


Sametime Mobile MeetingsNew Sametime Mobile Chat/IM client

IBM Connections – New App

Many New Security and App Management Features Partial wipe, Full Wipe, Data Loss Prevention

IBM Docs for Mobile Preview for iPad

Enable Mobile Social Business SolutionsMobile apps and multi channel web sitesNew Worklight free entitlement for WebSphere Portal

Mobile EverywhereMobile...mobile...mobile


Gartner Magic Quadrant for Social Software in the

Workplace, Aug 2012

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchandiseability or fitness for a particular purpose.

Social Networking

ContentManagementAnalytics Web

Experience

… for each of the four underpinning elements of the IBM Platform for Social Business, IBM is in the leader's quadrant in the Gartner Magic Quadrants

Gartner Magic Quadrantfor Business Intelligence

Platforms, Feb 2012

Gartner Magic Quadrant for Enterprise Content Management, Oct 2012

Gartner Magic Quadrant for Horizontal Portals,

Sep 2012

Recognized ICS Leadership …


Leading social business in three dimensions

Dynamic outcomes for our clients

Differentiated social business engagement platform

Deep ecosystem and industry expertise

✔ Market Leader in Social Software Platforms, ranked #1, for three years running1

Bringing to market new, cutting-edge capabilities, including, gamification, video, compliance, project management and mobility

of the world’s Fortune 100 companies

Working with more than

IBM continues to be the partner of choice for social business leaders

Source 1: Source: IDC: Number 1 position from 2009-2011, IDC Worldwide Enterprise Social Software 2011 Vendor Shares, doc #235273, June 2012.


Why IBM ?


Ironically, people are talking again: … like social media has humanized the relationship between employees, where email did not....

They find experts faster and more efficiently ...

Employees share a lot more information – “It’s Culture Changing”: … Employees now better understand the organization’s mission and the projects that support it.

One place where knowledge and people can connect …

The Power of the crowd …

Executives are more accessible ... “My team knows if they want to have a quick answer for me then they post something on my board and then usually within a few hours they get a response.” … question and answer become more visible and searchable …

Kurt De Ruwe, CIO, Bayer Material Science

How this CIO Helped Bayer Become Social … http://www.forbes.com/sites/markfidelman/2012/05/28/how-this-cio-helped-bayer-become-social/


Thank you !


Legal Disclaimer© IBM Corporation 2012. All Rights Reserved.

The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.

All references to presented reference refer to a fictitious company and are used for illustration purposes only.

ibm social business strategy by robert blatnik, bg, ibm connections event

Technology

campaigns

create competitive

applications

gartner magic

social business

people work

social business

social networking