Dreamforce 12: The Future of Social in the Enterprise with Dion Hinchcliffe and Alan Lepo

The Future of Social #D F1 Inside the Enterprise 2 So cia Thought Leader Perspective lDion Hinchcliffe Alan LepofskyExecutive Vice President, Dachis Group VP Principal Analyst, Constellation Research@dhinchcliffe @alanlepo Kuntal Vahalia Senior Director, Salesforce.com @kuntalvahalia Karthik Chakkarapani, Senior Solution Architect, Salesforce.com @kchakkarpani

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#DF12Social

Agenda: The Evolution of Social Business  The Journey – What led us to where we are today?  Today – From simply sharing to getting work done  What’s Next – The future of social business #DF12Social

Part 1:The Journey To Social Business#DF12Social

Groupware? Collaboration? Social Software? Goal: To help people get their jobs done… … and help their organization be successful People need to be able to: •  Create, discover and share information •  Find the colleagues/communities that can help them (and vice versa) Wha whic ts in a n •  Build strong relationships with external h a other we call a me? that nam rose communities swee e would by any t - Sh s akes mell as pear •  At any time from a variety of devices e #DF12Social

Social Software Is Not A New Idea Until now, most PC software was designed for individuals using individual PCs. But today, more and more people are working in teams on networked PCs that require a new kind of software. Software that lets them quickly share ideas and information no matter where, when or how they work. Enter Lotus Notes. The first software than actually thrives on the fact that people need to work together to be effective. Lotus Notes creates a new communications environment where users can develop applications - for sales tracking, project management, customer service, and free form discussions of all kinds - and routinely access and share this information from their desktop to anyone, anywhere in the world. In fact, no other software maximizes your investments in networked PCs like Lotus Notes. After all, helping people work together is what Lotus does best. ` #DF12Social

How we got where we are today... Majority of The shake-out:1.0 era companies now Most large companies select tactically engage a few large social suites in social media “Cambrian Explosion” Centralization: (internal, external McAfee Coins of social enterprise 1st notable wave of enterprise- The Rise of Facebook or both) “Enterprise 2.0” vendors wide social business and “big” social networks transformations begin 2006 2007 2008 2009 2010 2011 2012 2013 Critical mass of social Rise of Social HR “Web 2.0” Blogs, wikis, and business success Peaks As online communities stories is achieved (100+) Rise of Social CRM A Term enter the workplace Most public communication is now through social channels (July, 2009) #DF12Social

The Perfect Storm Has Brought Us To Where We Are Moving beyond the org chart Internal groups “Social” is connecting Business & People processes (CRM, HCM, etc.) External communities Work is more transparent Recognition/Reputation is built in w? New user experiences Ho Mobile Access Analytics / Big Data Application Stores Cloud / In-Memory Industry Standards #DF12Social

What We’ve Learned: The Benefits of Social BusinessSelf-Reported Average Industry Improvements From Large Organizations 25-30% faster access to expertise! 10-20% reduction in travel 30% faster customer care Increased Productivity Revenue Creation processes! and communication costs! Overcoming distance and Shorter external time zone support cycles 10-15% reduction in ! barriers to communication costs! collaboration 18% higher customer satisfaction!10% decrease in operational 10% higher customer! Self- loyalty! costs! service Faster location Increased customer content of experts satisfaction & sharing retention More rapid Better new hire business ramp-up decisions Improved connections Less time between Improved spent departments 20-30% increase in access looking for and internal global 15% increase in successful sales to expertise! information teams processes innovations & ideas! 30% increase in speed of Cost Reduction Connected Culture 10% increased revenue! access to! knowledge! 35% increase in collaboration! 20% lower communication costs! Source: Synthesis of McKinsey, Dachis Group, and other social business benefits data. #DF12Social

Fully social organizations get outsized benefits How orgs will claim their share of the $1.3 Trillion Source: 2011 McKinsey Web 2.0 Survey Social Business Proposition #DF12Social

Part 2: Where We Are Today #DF12Social

Social Business projects are more strategic   and  growing faster than ever before#DF12Social

Virtually all data continue to show sustained real-world beneﬁts (McKinsey, IBM, Frost and Sullivan, AIIM) #DF12Social

Everything is becoming social!Social features are appearing in virtually all new user experiences #DF12Social

The predicted social data explosion: It happened #DF12Social

Social business moves into the C-Suite #DF12Social

Burberry’s Social Business Transformation To The Bottom Line 21% Increase•  6,600+ Workers•  10M+ Facebook Fans•  15,000 Partners Burberry CEO Angela Ahrendts Explores Their Social Enterprise Vision With Salesforce CEO Marc Benioff at Dreamforce 2011 #DF12Social

A Shift Is Taking Place #DF12Social `

From Simply Sharing, To Getting Work Done SOCIALConnected Sharing, Transparency, Ge4ng Work Done Enterprise Discovery Core Business Processes BUSINESS #DF12Social

Integrating Social Into Core Business Processes Unstructured Structured Sales Human •  Status Updates Resources •  Sharing Marketing Supply •  Q&A Chain •  Exception Handling Engineering Support/ •  Expertise Location Service Learning #DF12Social

Type 1: Stream Level Integration Can help information reach a broad audience CRM Enables discussion Links or ideally embedded objects ERP Context is lost, as comments are not part of the system of record HR Contributes to information overload #DF12Social

Type 2: Embedded Experiences #DF12Social

We’ve learned what social business looks like•  Cross-divisional•  Top-to-bottom•  Involves key areas•  Executives•  Subject matter experts•  HR & Legal•  Middle Management•  Workers•  Community Managers #DF12Social

And that a certain skill is essential for best results... #DF12Social

Warning: Let’s Not Get Carried Away! #DF12Social

So What’s Missing From The Current Solutions? Social Business has provided organizations with many benefits… …but it has also created a new set of technological and cultural challenges. #DF12Social

Part 3: The Future Of Social Software #DF12Social

Theme: Soci Helping People al Ta Get Work Done sk M a nage men t Perso nal W orkflo w Au toma tionCollab orativ e App licatio ns #DF12Social

Salesforce Do.com #DF12Social

Personal/Team Workflow AutomationConnecting multiple services /websites together via a single then Take actionrules engine. If event Take action Take action Take action(s)Enable conversations aroundthese event. then Broadcast into activity stream for SalesBusiness use-cases New lead is created everyone to discuss New collateral is then Post a link in the sales training group Marketing posted and schedule a webinar New feature then Add a task to the team’s task Development request management board #DF12Social

Collaborative (Micro) Applications Not just adding social to existing business process, blogs but creating new wikis applications for: forums communities Sales, Marketing activity streams HR, Engineering Finance #DF12Social

Social business is one unified ecosystem #DF12Social

Reconciliation of existing transaction systems withengagement systems #DF12Social

Social + Mobile = Future of User Experience 1 bill ion s mar tph ones ( 2012) Smart Mobile Converged “SoMo” 2) (201 edia users m ocial s 1.4 billion Social Media + Location-based services + All apps mobile + All apps with social features + Disposal mobile social networks + Sensors, NFC + social = possibilities #DF12Social

Theme:Turning Insights Into Action #DF12Social

Analytics / Big Data•  Intelligent filtering •  Streams Data •  Search Data•  Recommendations •  People Data •  Pages •  Communities•  Sentiment Analysis •  Internal •  External Decisions #DF12Social

Social + data analytics = business intelligence #DF12Social

Does Your Organization Have A Data Scientist? #DF12Social

Big data + social media = business value #DF12Social

Gamification R ’s…The Behavioral Dynamics Rank/Reputation: Leaderboards Role: How people work today Reward: Gamification next How people are Incentives connected Route: How people work Quests/Missions together #DF12Social

Marketing: The Next Vertical For Social Business 2011 = SCRM 2012 = HCM 2013 = Marketing #DF12Social

Big ROI:Engagement at scale #DF12Social

Cost-effective scale:Strategic mobilization enterprise advocates #DF12Social

Stronger foundations for social business... ...dealing with regulatory, legal, and other issues seamlessly! #DF12Social

Enterprise-wide organization around social business •  CMO? •  Corporate Communications? •  Human Resources? •  IT Dept? Where then? •  Social Business Office •  Triumvirate #DF12Social

A C-level role for social media #DF12Social

This role will enable social across the entirebusiness #DF12Social

Social as an integrated part of digital strategy #DF12Social

Conclusion The future of social business is….. Business! #DF12Social

Dion Hinchcliffe Alan LepofskyExecutive Vice President VP and Principal Analyst Dachis Group Constellation Research @dhinchcliffe @alanlepo #DF12Social

#DF12Social

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Dreamforce 12: The Future of Social in the Enterprise with Dion Hinchcliffe and Alan Lepo

by Dion Hinchcliffe on Sep 20, 2012

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Dreamforce 12: The Future of Social in the Enterprise with Dion Hinchcliffe and Alan Lepo Presentation Transcript