Undestanding Social Business Strategy

©2012 IBM Corporation

IBM Social Business Strategy and Collaboration Solutions

IBM Collaboration Solutions WW Sales Enablement team

© 2012 IBM Corporation 2

65% of LOB buyers will buy without IT - Forrester 2011

Line Of Business – Key to Social Business sales


Social Business opportunity will reach $73B in 2012 across Software, Services & Hardware

$4B

Social Content

$2B

Social Analytics

Collaboration: $7B

Social Networking

CSO CMO

Customer Care & Insight

$4B

Sources: ICS Strategy Analysis, IBM Market Analysis

CHRO CFO

Workforce Optimization

$5B $4B Product & Service Innovation

VP R&D

Consulting $16B IT Services $19B

13%

Growing by

$35B 12%

$17B

$16B 9%

Solutions

Compliance, Business Process Management, Project Management $3B

Hardware, Appliances $4B $ 4B 7%

$4B

Vertical Solutions

Industry



Product & Service Innovation


In 2012, we are focusing on 3 key Social Business scenarios



Mobilize for speed & flexibility

Improve recruiting & onboarding

Retain expertise leaving the company

Cultivate creative leaders

Create a culture of sharing

Increase employee engagement COO, CFO, GM, LOB, CIO,

CHRO


Goals


Mobilize for speed & flexibility

Goals Business Challenges Capabilities Solutions

Mobilize for speed and flexibility

•  Non-collaborative culture

•  Complex decisions

•  Employee buy-in for real change

•  Locating resources & coordinating effort

•  Facilitate communities for most complex process, products,

•  Forum for open communication across employees

•  Executive Blog with video, asking questions, …

•  Build cross silo working relationships & culture

•  Provide intranet channel for consistent messages, linkages to resources & experts

•  Intranet Experience Suite

•  Social Collaboration

•  Social Analytics

•  IBM SmartCloud Engage

•  Compliance, Risk Management & Governance



Workforce Optimization at TD Bank

“We made our employees part of a highly transparent decision making process

[Frustration] shifted to

pride and excitement about being open on Sundays for our customers”

-- Wendy Arnott,VP of social media & digital communications, TD

Bank Group

•  Expected resistance to keeping branches open on Sunday…

•  Used social environment for open dialogue on the idea across company

•  Allowed employees to voice concerns, but …

•  Allowed TD to respond quickly to alleviate concerns


Consulting Services Envision Adopt Optimize Transform Enable

Mail, presence indicator, meetings, joint editing, blogs, wikis and more

Web content editing, social portal, shared files / folders and more

Sentiment analysis in real time, web analytics, smart filtering & more

Social Networking Social Content Social Analytics

Process Management

Governance and Lifecycle

Access Points /

Experiences

Social Business Services

Delivery Model

ICS Social Business Framework


Workforce Optimization - Solutions, Products, Services






Process Management


Access Points /

Experiences


Delivery Model

Ø IBM SmartCloud Engage Ø Intranet Experience

Suite Ø Websphere Portal Ø Lotus Notes / Domino Ø IBM Sametime Ø IBM Forms Ø Mobile tools Ø Mobile Portal Accelerator Ø Social Everywhere







Social Collaboration Social Content Social Analytics

Process Management


Access Points /

Experiences


Delivery Model

Ø  Social Collaboration Ø  Social Content Management

Ø  IBM Connections

Ø  IBM Web Content Manager Ø  IBM FileNet Ø  IBM Quickr








Process Management


Access Points /

Experiences


Delivery Model

Ø  Governance, Risk Management & Compliance for Social

Ø  Actiance Vantage Ø  Lotus Protector








Process Management


Access Points /

Experiences


Delivery Model

Ø  Quickstarts Ø  Deployment Planning Ø  Adoption Ø  Optmization

For Connections, Quickr, Sametime, SmartCloud, Portal, Notes, Domino, Content Manager, Forms



CMO, VP Sales, VP Customer Service


Enhance Customer Relationships"

Increase Products per Customer"

Accelerate Customer Responsiveness"

Improve Brand Loyalty"

Optimize Service across Channels"

Increase Success of Marketing Campaigns"

Goals



Goals Business Challenges Capabilities Solutions

Enhance customer relationships

•  Knowledge about customers spread widely across organization

•  Customers can’t find information to their specific situations

•  Customer experience varies broadly across many channels

•  Build dynamic customer-personalized information sources

•  Create internal spaces for involved employees to discuss per-customer issues

•  Create public communities for customer-facing roles and customers to converse (e.g., SXC Healthcare)

•  Track per-customer participation across education, marketing events, sales meetings, etc.

•  Customer Experience Suite


•  Cognos Customer Insight

Enhance Customer Relationships"


“Some of our best ideas come from our customers”

“Great IBM social tools allow our employees to collaborate regardless of location”

Customer Care & Insight - SXC Health Solutions


Customer Care & Insight - Solutions, Products, Services






Process Management


Access Points /

Experiences


Delivery Model

Ø Customer Experience Suite

Ø Intranet Experience Suite Ø Websphere Portal Ø IBM Sametime Ø IBM Forms Ø Web Content Manager Ø Mobile Portal Accelerator







Process Management


Access Points /

Experiences


Delivery Model

Ø  Social Collaboration Ø  Social Analytics Ø  Social Content Management

Ø  IBM Connections Ø  Cognos Customer Insight Ø  CoreMetrics

Ø  Unica Ø  SPSS Ø  Filenet








Process Management


Access Points /

Experiences


Delivery Model


Ø  Actiance Vantage








Process Management


Access Points /

Experiences


Delivery Model

Ø  Quickstarts Ø  Deployment Planning Ø  Optimize

For Connections, Quickr, Sametime, SmartCloud, Portal, Domino, Content Manager, Forms




COO, VP Product Dev, Chief Design Officer,

VP Research

Product & Service

Innovation Radically Innovate Models, Markets, Products

Increase Speed of New Products to Market

Innovate Through Partnerships

Cultivate Networks & Communities of Expertise

Increase Quality of New Products & Services

Goals



Goals Business Challenges Capabilities Solutions Established academic and other partners to accelerate innovation

•  Islands of expertise

•  Lack of collaboration across similar teams

•  Limited Expertise in certain areas

•  Inflexible legacy models, products, infrastructure

•  Build communities to brings teams together

•  Build cross silo working relationships

•  Build culture with consistent, role based messages & conversations

•  Connect to contextual expertise & resources

•  Build external partnerships across the supply chain

•  Crowdsource ideas with partners & customers

•  Social Collaboration

•  Social Content Management


Radically Innovate Models, Markets, Products


Product & Service Innovation at Asian Paints Transforming their core business model

Selling paint products Design & décor services

Needed to: l  Foster a Culture of Innovation l  Facilitate multinational cultural perspective l  Crowdsource ideas from ecosystem of partners, interior designers, retailers


Product Innovation - Solutions, Products, Services






Process Management


Access Points /

Experiences


Delivery Model

Ø Intranet Experience Suite Ø Websphere Portal Ø Lotus Notes / Domino Ø IBM Sametime Ø IBM Forms








Process Management


Access Points /

Experiences


Delivery Model

Ø  Social Collaboration Ø  Social Content Management

Ø  IBM Connections Ø  IBM Quickr

Ø  IBM Web Content Manager Ø  IBM FileNet








Process Management


Access Points /

Experiences


Delivery Model


Ø  Actiance Vantage Ø  Lotus Protector








Process Management


Access Points /

Experiences


Delivery Model

Ø  Quickstarts Ø  Deployment Planning Ø  Optimization

For Connections, Quickr, Sametime, SmartCloud, Portal, Notes, Domino, Content Manager, Forms


CMO, VP Sales, VP Customer Service


VP Product Dev, Chief Design Officer, COO VP Research


COO, GM, LOB, VP HR, CIO


Focus for Value-based selling to Line of Business


Social Application Middleware

WebSphere products + Cognos + Connections, etc.

Smarter Commerce Sterling Commerce, Core metrics,

Unica, Custmer Expereince suite,Cognos Consumer Insight, IBM

Case Manager

Community Insights Cognos Consumer Insight + Connections; Cognos BI +

Connections

Governance, Risk Management, Compliance

Tivoli directory, identity, and security mgmt. products + Connections + Vantage +

SmartCloud

Social Information Management

DB2 products + Cognos + Connections, etc.

Social Software Engineering

Rational Jazz + Connections + Sametime

Social Augmented BPM Lombardi /

WebSphere Process Server + Connections (planned)

Advanced Case Management

FileNet + Connections Case Manager + Sametime

Collaborative Decisioning Cognos 10 + Connections

Cross-IBM Social Business offerings


Why IBM? Our value proposition is stronger than any of our competitors...

Market-Leading Software, Strategic Services, Wide Industry Perspective, Technical thoughtleadership, Global Infrastructure

…combined brings a full social business transformation to clients

Social

Business

Platform

Application

Incu

mbe

nts

Insu

rgen

ts

Sources: 1. IDC, “Worldwide Social Platforms Vendor Shares,” Jun 2011. Doc #228808 2. Gartner, Inc. "Magic Quadrant for Social Software in the Workplace" by Nikos Drakos et al., Aug. 25, 2011 3. The Forrester WaveTM: Enterprise Social Platforms, Q3 2011. August 24, 2011

Ø  IDC identified IBM as the marketshare leader in Social Software Platform Providers two years in a row1

Ø  Gartner ranked IBM in the Leader Quadrant for Social Software in the Workplace for third year.2

Ø  Forrester Wave on Enterprise Social Platforms ranked IBM as a Leader.3


Social Business AGENDA So

cial

Bus

ines

s Align Organizational Goals & Culture A

Gain Social Trust G

Engage through Experiences E

Network Your Business Processes N

Design for Reputation & Risk Management D

Analyze Your Data A


What do you do next?

SocialBusiness University Online resource to find detailed information by Line of Business scenarios, Industry, and Products & Solutions across ICS and IBM http://swglearning.raleigh.ibm.com/sbuniversity

©2012 IBM Corporation

Undestanding Social Business Strategy

Business

intranet experience

access points

enhance customer

smart filtering

customer care

customer care

chief design

web content