1. 21 st
Century Collaborative
Enterprises:
The Customer Case
Sameer Patel
Sovos Group
@sameerpatel
KMWorld 2011
Sameer.patel@sovosgroup.com

2. Hi.
Sameer Patel
Twitter: @sameerpatel
Blog: pretzellogic.org
sameer.patel@sovosgroup.com
Web: sovosgroup.com

3. The Social Web and The Changing Customer
Contract
Implications of this Shift on Business
How 21st Century Enterprises Need to Capitalize
on The Opportunity
sameer.patel@sovosgroup.com| @sameerpatel 3

4. Core Competency
A deep proficiency that enables a
company to deliver unique value to
customers.
- Gary Hamel, CK Prahalad

5. Building Relationships is the
new Core Competency
sameer.patel@sovosgroup.com| @sameerpatel 5

6. WHY?
The Emergence
of the
Connected,
Social Customer

7. You Controlled the Message
<
< Sales &
Marketing
Your Prospect Their Money
and Customers
sameer.patel@sovosgroup.com| @sameerpatel 7

8. Not Anymore
>
Your Prospect Their Their Money
and Customers Networks
sameer.patel@sovosgroup.com| @sameerpatel 8

9. Access to social and traditional web content now equalized
sameer.patel@sovosgroup.com| @sameerpatel 9

10. The Customer Contract is Changing
…How you provide …How you
Prospects
Service and Engage with
Customers
Them
…How you Innovate
sameer.patel@sovosgroup.com| @sameerpatel 10

11. Implications of the Social
Customer
sameer.patel@sovosgroup.com| @sameerpatel 11

12. Implications of the Social Customer
Engagement.
Not Data
12
sameer.patel@sovosgroup.com| @sameerpatel

13. Implications of the Social Customer
They want the Best
Answers….And Only
From the Experts.

14. Implications of the Social Customer
Minimal Latency
14
sameer.patel@sovosgroup.com| @sameerpatel

15. Implications of the Social Customer
Global
Competency
yet Local
Relevancy
sameer.patel@sovosgroup.com| @sameerpatel

16. Implications of the Social Customer
Goods Sold Goods Sold
= =
Goods Produced Ability to Satisfy

17. The Enterprise 1.0
Dilemma
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18. “The Enterprise 1.0 Dilemma”
We’re Optimized. For Silos
sameer.patel@sovosgroup.com| @sameerpatel 18

19. The Case for the
Collaborative Enterprise
How We Market…
How We Design and Fulfill…
How We Operate…

20. How We Market Today?
How We Market Today

21. How We
Market
Today?
The Result

22. How We Market Today
Marketing
and
Support Employe
Employe
Customers es
Employe
es
Employees es
Suppliers
Partners
The Silo’d
Enterprise
The Best Minds Are Shut Out

23. Marketing in the 21st Century
Collaborative Enterprise
Marketing
and Suppliers
Support
CUSTOMERS
R&D
Product Partners
Design
Wrap the Best Minds Around Customer Needs

24. How we Innovate and Produce today
R&D and Innovation Production and Support
Operationally Efficient for Ourselves

25. Innovation - Global Competency / Local
Relevancy
CUSTOMER
CUSTOMER
INNOVATION
R&D and Innovation Production and Support
25
sameer.patel@sovosgroup.com| @sameerpatel

26. How Customers Engage
Consumers
Engagement
Content
Data
Consumers Operates in the ‘Me’ Web
sameer.patel@sovosgroup.com| @sameerpatel 26

27. How Organizations Engage. Well They Don’t!
X X
Data Content Engagement
Enterprises Operate in the ‘Systems’ Web
sameer.patel@sovosgroup.com| @sameerpatel 27

28. How Organizations Engage
Today’s Process Centric Design
Heightened risks and costs of
building, marketing and selling
products
Ineffective engagement models to
sell what customers want to buy
Organizations Operate in the ‘Systems’ Web
sameer.patel@sovosgroup.com| @sameerpatel 28

29. How the 21st Century Collaborative
Enterprise Operates
Business Activity
Process Engagement
+
Designing Around the Needs of the Customer
`

30. How the 21st Century Collaborative
Enterprise Operates
People At The Core of Business Activity

31. Do’s and Don’ts
ENTERPRISE 2.0 – What is it?
Team Operational Financial
Efficiencies Metrics Metrics
Drive
Customer Operational Revenue
Centricity Efficiency
Employees,
Customers and Lower Cost
Partner
Collaboration Innovation
Customer
Customer
Centricity Reduce Risk
Centricity
Understand the operational and financial metrics you need to
impact and build an execution plan accordingly
sameer.patel@sovosgroup.com| @sameerpatel 31

32. Summarizing the
Opportunity
sameer.patel@sovosgroup.com| @sameerpatel 32

33. The Opportunity
ENTERPRISE 2.0 – What is it?
The Social Web exposes the true sentiment
and needs of your customers….
sameer.patel@sovosgroup.com| @sameerpatel 33

34. The Opportunity
ENTERPRISE 2.0 – What is it?
Collaborative Enterprises Drastically Reduces
Customer Acquisition Costs….
sameer.patel@sovosgroup.com| @sameerpatel 34

35. The Opportunity
ENTERPRISE 2.0 – What is it?
You Own Most of the Ingredients Already….
sameer.patel@sovosgroup.com| @sameerpatel 35

36. The Opportunity
ENTERPRISE 2.0 – What is it?
And The Collaborative Enterprise comes for
an attractive ROI.
Sameer.patel@sovosgroup.com| @sameerpatel 36

37. Thanks
Sameer Patel
Twitter: @sameerpatel
Blog: pretzellogic.org
sameer.patel@sovosgroup.com
Web: sovosgroup.com

38. About Sovos

39. About Sovos
About Focus
• Strategy and Execution • Employee & Workplace
Consulting Firm Performance
• Focus: Helping organizations • Process Performance
accelerate business – Sales and Marketing
performance with the – Partner Relationships
strategic use of social and – Customer Engagement
collaborative technologies
Team Experience: Sun/Oracle, Cisco, McKesson, Merck, CA,
Sony PlayStation, Sabre, KPMG, amongst others
Sameer.patel@sovosgroup.com| @sameerpatel 39

40. About Sovos
What We Do
 Leadership Workshops: Identify where collaboration
can in fact accelerate workplace and process
performance
 Strategy and Execution Planning engagements
 Operational and Program Design for scalable rollouts
 Go to Market and Competitive Assessments for social
software
Sameer.patel@sovosgroup.com| @sameerpatel 40