Social Bussiness

1. © 2013 IBM Corporation
IBM Social Business Story

2. With e-business our use of the internet went through a fundamental
transformation which changed how we conduct business forever
to Selling
to Buying
From Surfing
From Browsing
© 2013 2 IBM Corporation

3. The social media revolution is changing the way people interact
and creates new relationships leveraging the social graph
Blogger
Twitter
Vimeo
Delicious
Pinterest
Flickr
Picassa
MySpace
RSS
Wordpress
Facebook
© 2013 3 IBM Corporation

4. Three shifts are creating an opportunity for social technology to
create real business value
Pressure to build and share
expertise for competitive advantage
Increasingly influential and vocal
customers
Growing demand for 24/7 and mobile connectedness
© 2013 4 IBM Corporation

5. Integrating the emerging social graphs into core business
processes is creating new opportunities for competitive advantage
Market Management
Process: Marketing
We can now do market
segmentation in real-time.
Critical Situation Process:
Customer Service
Find who can best help me
address this urgent problem
for my client
Software Deployment
Process: IT
Find the technical
expertise to fix an error
in our ERP system.
Talent Management
Process: HR
Anticipate and react to
competitive poaching
of top talent
Lead Development Process: Sales
Use predictive analytics to gather insights
into what customers will buy next
© 2013 5 IBM Corporation

6. Leaders in every industry are leveraging social business technology
to disrupt their industries and create competitive advantage
DELIGHT CUSTOMERS
to Create Exceptional Customer
Experiences
ACTIVATE THE WORKFORCE
to Create a Smarter Workforce
© 2013 6 IBM Corporation

7. Building a smarter workforce and delighting clients generates
shareholder value
Customer Service
Can achieve 5% reduction in
customer defection rate
increasing profits by up to 68% (2)
Product Development
Can develop and bring new
products to market in 1/3 time (3)
Sales
Can increase sales manager
revenue by 40% and improve
efficiency by up to 50% (1)
Marketing
Can achieve 100% increase
in market exposure (4)
Source 1: VCC case study, Source 2:Bain & Co , Source 3: Cemex case study, Source 4. Amadori case study
© 2013 7 IBM Corporation

8. How does social business and talent management come together
to help create a smarter workforce?
Social enhances the sales process
Identify and enable
the right people
Build
Skills
Continuously create and share
best practices
Transform Culture
And Processes
Engage
Clients
Harvest insights
and act with speed
© 2013 8 IBM Corporation

9. The business benefits are tangible and significant
Up to
increases in the productivity
of knowledge workers
Up to
increase margins industries such as
consumer packaged goods
Source: 2012 McKinsey Global Institute: The social economy:
Unlocking value and productivity through social technologies
© 2013 9 IBM Corporation

10. Business leaders recognize the importance of leading through
connections
Percent of CEOs using Social
to Connect with Customers
Top 3 CEO Priorities:
Primary Channel for Engaging
Customers within 5 Years
Empowering employees
through value
Source: 2012 IBM CEO Study “Leading Through Connections
Engaging customers
and individuals
Amplifying innovation
with partnerships
© 2013 10 IBM Corporation

11. And these leaders are clearly expecting to increase their social
business investments
Social business investments
it is likely we will increase our social business
investment over the next three years
Our investment in social business has
increased in 2012
Source: Upcoming IBM Institute for Business Value Study, “The Business of Social Business”
© 2013 11 IBM Corporation

12. Amadori transformed its marketing process using social to create
customer advocates and boosted presence with new customers
Creating exceptional customer experiences
100%
Improved exposure
Identified and predicted consumer
buying preferences, refined their digital
marketing campaigns, to generate
more sales and reach a new, younger
customer demographic
© 2013 12 IBM Corporation

13. Chilean Red Cross doubled the technological capabilities of its
disaster response operations by replacing manual processes and
leveraging online collaboration tools
Creating a smarter workforce
100%
increase in
response efficiency
Seamlessly connected their first
responders to collaborate and speed up
disaster response, accelerating search
rate completion for missing persons from
two years to two weeks.
© 2013 13 IBM Corporation

14. Reliance Life's self service portal, 'Lifeline' delivers a high level of
information transparency and responds to customer needs faster and
more profitably
Creating a exceptional customer experiences
30%
reduction in
operating cost
Lifeline has lowered operational
costs by up to 30 percent, while
making the customer experience
more streamlined and transparent.
© 2013 14 IBM Corporation

15. To become a social business, leaders must define the right problem
to address and then develop a purposeful and deliberate plan
1. Identify a core business processes
Where sources of innovation are at a
premium
Where process flows can adjust dynamically
to changing conditions
2. Foster trust and transform the culture
One that relies heavily on
knowledge workers
Create a shared
vision of the culture
Design social work
practices into existing business processes
Align adoption strategy
and measurements
with organizational culture
Where “agents of change”
can thrive
Manage to a new way of working,
thinking, trusting and engaging
customers
3. Integrate a platform for social business
Social Networking
Services are
presence
indicator, meetings,
mail, blogs, wiki’s,
other
Social Analytics
Services are
sentiment analysis,
web analytics, smart
filtering, other
Social Content
Services are web content
editing, enterprise content
management, shared
files, folders, other
Process, Governance, Security & Lifecycle Management
Social
Integration
Services are web
portal integration,
web content
editing, other
© 2013 15 IBM Corporation

16. IBM continues to be the partner of choice for social business leaders
Leading social business in three dimensions
outcomes for
our clients
social business engagement
platform
ecosystem and industry
expertise
© 2013 16 IBM Corporation

17. A proven track record of delivering results for
industry leaders
 Benefit from our experience with leaders – Working
with more than 60% of the world's Fortune 100
companies
 Exceptional web experiences for employees
and customers created with:
of the top 10 banks
and retailers
of the largest telcos governments covering
all G8 nations
© 2013 17 IBM Corporation

18. The IBM Platform for Social Business underpins our
Smarter Workforce and Exceptional Customer
Experience Solutions
Exceptional Customer
Experience
Smarter
Workforce
IBM Platform for Social Business
Social Networking Social Analytics Social Content Social Integration
Deployment Options
SaaS Cloud Dedicated Private Cloud On Premises Hybrid
© 2013 18 IBM Corporation

19. With IBM Connections, you can leverage a social collaboration
solution that provides a foundation for social business
Make everything social
and bring your brand to
every experience
The leading social software solution that can integrate social into your business
processes
and across your entire customer experience
Eliminate the guesswork
The leading social software that offers the most
powerful social analytics and metrics to foster vital
networks & communities
Unlock creativity
everywhere
The leading social software solution that reveals
creativity anywhere and is ready to be delivered
to a broad range of mobile devices
Deploy with choice and
confidence
The leading social software that offers the
choice to deploy securely in the cloud, on
premise and hybrid options — it’s never
been easier
© 2013 19 IBM Corporation

20. Clients create value with our Exceptional Web Experience
Suites by engaging their customers and employees on their
terms
Delighting the target audience by engaging them on their terms
Understand the
individuals in your market
Understand changing customer and
employee needs with web, social,
qualitative metrics
Deliver exceptional
service
Integrated business and social tools to
provide a seamless, self-service experience
Engage the individual in
their community
Experience tailored based on audience context,
behavior, and device of choice
Enhance the experience
based on feedback
Improved LOB authoring, user and
social generated assets management
© 2013 20 IBM Corporation

21. IBM's is leading the way by delivering the industry's
leading social business capabilities in the cloud
CLOUD MOBILE MULTIPLE
© 2013 21 IBM Corporation

22. The deepest ecosystem and expertise in your industry
We have the breadth Bringing new, cutting-edge
capabilities
One of the largest social business ecosystems in the world
with over
39,000 partners In the most important social software domains including gamification, video,
compliance, project management and mobility
The platform of choice
for partners
Over 700 partners have business applications built
on the social and
portal platforms
Expertise where it matters
Thousands of experts who understand
your industry, your most critical business
process with real experience serving
leaders in your industry
© 2013 22 IBM Corporation

23. Cutting edge social technologies from our partners
that accelerate client value
Over
39,000
partners
Most
important
software
domains
Over 700
partners with
business
applications
Thousands
of experts
Proven
Industry
Leader
© 2013 23 IBM Corporation

24. Providing a full spectrum of social business consulting
services via five integrated service lines
Strategy and Transformation
Rethink your business strategy,
operations, workforce and
technology to create new value.
Application Management
Services
Improve the quality, performance,
cycle time and cost effectiveness
of applications.
Business Analytics and Optimization
Gather and apply trusted, relevant
information to improve business
outcomes.
Application Innovation Services
Evolve and transform your business
processes to gain competitive
advantage and enter new markets.
Enterprise Applications
Transform business processes
with an enterprise-wide solution
that optimizes performance and lowers
costs.
© 2013 24 IBM Corporation

25. Providing industry thought leadership and adoption
strategies for success
Learn from Client
Studies
Define Business
Strategy
Establish Business
Strategy
Accelerate
Business Adoption
© 2013 25 IBM Corporation

26. Getting starting: Accelerating the value from connecting people in
and outside the organization with the Social Business Agenda
Social Business
Align Organizational Goals & Culture
Gain Social Trust
Engage through Experiences
Network Your Business Processes
Design for Reputation & Risk Management
Analyze Your Data
© 2013 26 IBM Corporation

27. The Agenda Strategy Workshop provides the overall business
linkage for successful social transformation
AGENDA
Strategy
Workshop
Solution
Workshop
Business Value Assessment (BVA)
What is my
Social Business
strategy?
Value
Alignment
What could or
should we do with
a social business
solution?
Day-in-the-
Life
What does the
social business
experience look
like for us?
Business
Case/ROI
How can we
financially justify
our social
business solution?
Can you show
some part of the
solution in my
environment?
© 2013 27 IBM Corporation

28. Thank you
© 2013 28 IBM Corporation

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© 2013 29 IBM Corporation