From Social Media to Social Business
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From Social Media to Social Business
- 1. From Social Media to Social Business Peter H. Reiser @peterreiser Director Social Business WebCenter Evangelism 1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 2. Oracle Safe Harbor Statement The following is intended to outline our general product direc6on. It is intended for informa6on purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or func6onality, and should not be relied upon in making purchasing decisions. The development, release, and 6ming of any features or func6onality described for Oracle’s products remains at the sole discre6on of Oracle. 2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 3. let’s do a reality check 3 3 Copyright © 2013, OracleOracle and/or its affiliates. Allreserved. Copyright © 2013, and/or its affiliates. All rights rights reserved.
- 4. Business Process - Social Tools Product Sell Market BID Mngt. Deliver Support Crea6on social social social social social 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 5. Organization – Social Graph Product Marketing Customer HR IT Development Service social social social social social 5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 6. I need a urgent response for a customer complaint via Twitter .... nity Commu er ag Man Source: hKp://www.global-‐integra6on.com/resources/cartoons 6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 7. The Novelty Is Over Social Media (Phase 1) à Social Business (Phase 2) Source: hKp://www.edelmandigital.com/2012/03/05/weaving-‐social-‐layer-‐across-‐your-‐organiza6on/ 7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 8. Social Business Strategy 8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 9. The Customer Experience Lifecycle PURCHASE! RECOMMEND! 4! 8! SELECT! 3! BUY! OWN! 7! MAINTAIN! Market & Sell! Support & Serve! 1! 5! 2! 6! RESEARCH! NEED! RECEIVE! USE! 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 10. The Customer Experience Lifecycle PURCHASE! RECOMMEND! 4! 8! Social! Social SELECT! 3! 7! MAINTAIN! ! Market & Sell! 1! ! Support & Serve! Outside! Inside! 5! 2! 6! RESEARCH! NEED! RECEIVE! USE! 10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 11. Social Business Strategy Socially enable your Applications to make your Business more effective and efficient Social Custom ee er Socia l Employ borate Work Sales Service Ma Interact Colla rke6ng 11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 12. Integrate Social into your Business Processes Product Sell Market BID Mngt. Deliver Support Crea6on Business Applica=ons IDEAStorm Social -‐ Capabili6es -‐– ecure – scalable – compliant Community Social ocial Collabora6on Insightraph -‐ Adop6on Enterprise SPublishing Social s G Social Collaboration 12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 13. Integrate the Social Graph Product Sell Market BID Mngt. Deliver Support Crea6on Business Applica=ons Enterprise Social Collabora6on -‐ secure – scalable – compliant 13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 14. Social Outside: LinkedIn, Facebook, Twitter Source: hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/ 14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 15. Social Inside: Social Insight based recommendations Source: hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/ 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 16. Social ROI (WIIFB) Product Sell Market BID Mngt. Deliver Support Crea6on metrics metrics Business Applica=ons metrics metrics metrics Enterprise Social Capabili6es – Graph -‐ Adop6on Social -‐ C ollabora6on -‐ secure – scalable – compliant 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 17. Social Outside: Innovation Management Product Sell Market BID Mngt. Deliver Support Crea6on 900 metrics ideas customer metrics Business Applica=ons metrics metrics metrics IDEAStorm Enterprise Social Capabili6es – Graph -‐ Adop6on Social -‐ C ollabora6on -‐ secure – scalable – compliant 17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 18. Source: hKp://www.lithium.com/pdfs/books/lithium-‐success-‐book.pdf 18 18 Copyright © 2013, OracleOracle and/or its affiliates. Allreserved. Copyright © 2013, and/or its affiliates. All rights rights reserved.
- 19. Social Outside: Social Publishing Product Sell Market BID Mngt. Deliver Support Crea6on metrics 27% Sales increase metrics 1 Million Fans Business Applica=ons metrics metrics metrics Social -‐ Capabili6es -‐– ecure – scalable – compliant Social ocial Collabora6on s Graph -‐ Adop6on Enterprise SPublishing 19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 20. Social Outside: American Express THE CHALLENGE | To promote small businesses during the holiday season. THE SOLUTION | American Express launched “Small Business Saturday.” Card holders were given $25 gift cards to use at their local small business, and small businesses were offered $100 in Facebook ad credit. RESULTS | “Small Business Saturday” increased sales for small businesses by 27% and grew over 1 million fans for the SBS Facebook Page. American Express published content across all of their social properties to promote SBS using Publisher. 20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 21. Social Inside: Sales & Delivery Social Re-Use versus Win/Loss Rate and Project Margin Product Sell Market BID Mngt. Deliver Support Crea6on metrics metrics Business metrics Rate 20% higher Margin Applica=ons metrics 14% higher Win metrics Enterprise Social Capabili6es – Graph -‐ Adop6on Social -‐ C ollabora6on Insight – sSocial Collaboration Social -‐ secure calable – compliant 21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 22. Social Inside: Social CRM 22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 23. ROI on Social Collaboration (Sun Microsystems) ROI Calcula=on Revenue : 11,000 Millions 80% of projects in AIM KMS: 8,800 Millions 14 % average Re-‐Use: 1,320 Millions Average win rate improvement : 10 % Source: hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/ 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 24. Social Outside: Support Community Driven Support Product Sell Market BID Mngt. Deliver Support Crea6on metrics metrics Business Applica=ons metrics metrics 100% Community metrics answered Enterprise Social Capabili6es – Graph -‐ Adop6on Social -‐ C ollabora6on -‐ secure – scalable – compliant Community 24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 25. Source: hKp://www.lithium.com/pdfs/books/lithium-‐success-‐book.pdf 25 25 Copyright © 2013, OracleOracle and/or its affiliates. Allreserved. Copyright © 2013, and/or its affiliates. All rights rights reserved.
- 26. Social enabled business demo Social Deal Contract Social Social Rela6onship Approval Signing Recommenda6on Collabora6on Management see: hKp://www.youtube.com/watch?v=FmhVYQTlooc 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 27. ok – and how to drive Social Adoption ? 27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 28. Understand your Communities Next Fiscal year -‐ you can choose between: 5% more salary or work on a cool project Sales Team Tech Team Source: hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/ 28 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 29. Social Adoption (Measuring) Social Capital Maslow + = WIIFM Source: hKp://socialadop6on.com/2008/09/16/community-‐equity-‐a-‐way-‐to-‐measure-‐social-‐capital-‐for-‐an-‐enterprise/ 29 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 30. Social Outside: Swisscom ica6 on“ Media Commun S ocial grated 011 – d Inte ard 2 RM an ch Aw log/C G oldba ie „Dia Ka tegor Source: hKp://www.goldbachgroup.com/resources/know-‐how/goldbach-‐award/cases/swisscom-‐care.pdf 30 30 Copyright © 2013, OracleOracle and/or its affiliates. Allreserved. Copyright © 2013, and/or its affiliates. All rights rights reserved.
- 31. Social Inside: Sun Microsystems Fellow Peer Review Principal Candidate Pipeline Criteria's ! Internal Outreach Engineer Senior HR Levels HR Promo6on Process ! External Outreach ! Intellectual Proper6es ! .... ! .... Engineer ! Over average Social Equity Source: hKp://socialadop6on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/ 31 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 32. Social Business Summary Product Sell Market BID Mngt. Deliver Support Crea6on WIIFB metrics metrics Business Applica=ons metrics metrics metrics Enterprise Social Capabili6es – Graph -‐ Adop6on Social -‐ C ollabora6on -‐ secure – scalable – compliant WIIFM 32 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
- 33. socialadoption.com facebook.com/reiser2.0 linkedin.com/in/peterreiser @peterreiser @Apéro Merci 33 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.