1.
Christian Buckley
CMO at Beezy + Office Servers and Services MVP
www.beezy.net
@buckleyplanet
cbuck@beezy.net
www.buckleyplanet.com

2.
Beezy is the premier enterprise collaboration solution for Microsoft
Office 365 and SharePoint, extending the feature set and improving the
user experience for on-premises, cloud, and hybrid deployments. We are
on a mission to transform the way people work, and to help employees
be more connected, innovative, and happy.
Learn more at www.beezy.net or @FollowBeezy on Twitter.

3.
Tal Ben-David
Alliance and Partner Manager at CardioLog Analytics
www.intlock.com
Tal.ben-david@intlock.com
@cardiolog
Blog.intlock.com

4.
CardioLog Analytics, developed by Intlock, is the only on-premises
analytics solution for SharePoint/Office 365 serving enterprises,
providing deep insight into the performance of web and portal
initiatives through testing, tracking and targeting, ultimately enabling
you to optimize your site's impact and maximize the return on your
investment.

5.
Why measure?

6.
Customers who are fully engaged represent a 23% premium in terms of share of wallet, profitability,
revenue, and relationship growth over the average customer. And when we look at engagement in specific
industries, we find even more evidence of its impact. For example:
• Retail banking customers who are fully engaged bring 37% more annual revenue to their primary
bank than actively disengaged customers.
• Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than
actively disengaged customers.
• Hotel guests who are fully engaged spend 46% more per year than actively disengaged guests.
• Companies that successfully engage their B2B customers realize 63% lower customer attrition, 55%
higher share of wallet, and 50% higher productivity.
• And here's something you have to know: Simply "satisfying" customers doesn't have the same effect
as engaging them. Traditional customer satisfaction programs don't work. As the world's leading
authority on customer behavioral economics, Gallup can provide your company with strategies to
explode your number of true believers and drive organic growth.
According to Gartner
http://www.gallup.com/services/169331/customer-engagement.aspx

7.
It’s increasingly important to not just talk
about value, but show the numbers

8.
People Process Technology
Begin with Perspective

9.
How do you begin?

10.
• Specific
• Meaningful
• Action-Oriented
• Realistic
• Timely
SMART Goals
What do you want to achieve
in your area of focus?
Why is this goal important
to you?
What steps will you take to
achieve it?
How do you know that you
can achieve this goal?
By when do you want to
achieve this goal?

11.
• Activity within communities
• Interest in content, keywords, ideas
• Level of engagement
• Overall platform adoption
• Measuring the increase in innovation
• Decreasing the cycle of new
product introduction
• Sharing of content and expertise
What does this mean within social collaboration?

12.
• SharePoint
• Office 365
• Internal social collaboration tools
• External tools
HOW you measure depends
on WHERE you measure

13.
Where is your focus?

14.
Outcomes
Acquisition
Quality Engagement Content
Support
What is your desired business impact?
Customer
Engagement

15.
Measure around your business outcomes
Engagement drives
business outcomes
Acquisition
Reduce
churn
Community
Advocacy
Happy
customers
Brand
Word of
Mouth
Peer to
peer
education
Real-time
interaction
Connect
to Devs
Visibility

16.
Build metrics to track activities and outcomes
Business
Metric Formula
Acquisition Number of new users, number
referrals sent, $ value of new users
Conversion rate Number of new or existing users that
take desired action / number of users
Churn rate Number of deactivated / total users
Support deflection Number of posts * answer rate * cost
per case
Program
Health
Customer satisfaction “How would you rate your overall
satisfaction with the service you
received?
CSAT score Rate the service on a scale of 0 to 10
Sense of community index Survey to reinforce needs,
membership, influence, shared
emotional connection.

17.
Build metrics to track activities and outcomes
Initiative
Platform
Metric Formula
Events Number of RSVPs, attendees, new
users, stories collected, social shares,
behavioral change
Innovation Number of ideas, quality of ideas,
number implemented, number
validated against existing plans
User Feedback Qualitative response from surveys
Page views Number of active members / month
Post views Average number of posts per active
member / month
New visitors New vs returning
Likes Sentiment analysis

18.
Types of Engagement
Activity Quality Interaction Influence
Uses the app
Login frequency
Page visits
Search attempts
Keyword frequency
100% response rate
Number of praises
Number of
contributions
Group member
Posted to Group
last 90 days
Group Organizer
RSVP’d to meeting
Referred a host
Referred a guest
Offline advocate

19.
Analytics Reporting within
SharePoint and Office 365

20.
OOTB reporting in SharePoint

21.
OOTB reporting in Office 365

22.
OOTB reporting in O365

23.
Advanced Analytics and
the Shift to Social

24.
Collaboration
Community
ProductivityKnowledge
Innovation

25.
The common social thread

26.
• Specific
• Meaningful
• Action-Oriented
• Realistic
• Timely
Wider array of metrics and Integration
with AD profiles and User Groups.
Measurable. Advanced comparison over
time and vs areas of site etc.
Easier to improve based upon SP
integration and help of vendor know-how.
Relevant. Wide array of metrics to align
business and IT objectives.
Scheduled reports, sent to specific
stakeholders. Alerts that trigger workflows.
So how does an advanced analytics solution
help with the nuts and bolts?

27.
The basic adoption and usage analysis

28.
The foundation: Unique Users and Usage

29.
Usage Engagement
Social Analytics - Community
- Active discussions, communities
Shift from content usage to community engagement

30.
Page Views
Influential
Content
Social Analytics - Content
- Likes, followers, ratings, comments & replies.
Shift from basic metrics such as page views to social
metrics

31.
Unique Users
Influential
Users
Social Analytics - Users
- Followers, posts, comments, popular profiles, discussions
Shift from what employees are viewing to how they are
interacting with each other

32.
Often the best way to measure employee engagement
is simply to ask them…

33.
How does social add value
to your business?
And how do you measure that value?

34.
• Without understanding the business impact
• Without understanding the cultural impacts
• Without proper executive support
• Without business process alignment
• Without building advocacy, and supporting the
employees who try to make it all fit together
Problems occur when we
approach social entirely from
the technology standpoint

35.
• How many people logged in
• How many files uploaded
• How many queries submitted
• Query topics
• Abandoned queries
• Keyword trending
• Activity by team, business unit, site, site collection
• Shares
• Likes
• Opens
• Time spent on site
• Comments
• Downloads
Activity Metrics

36.
• % new users
• Growth trend by week, month, year
• Usage trends by time of day
Growth Metrics

37.
• Correlating activity and growth with organizational qualitative goals
• Relation of increased (or decreased) activity to
• Customer satisfaction
• Project delivery (increase/decrease delivery time)
• Job satisfaction
• New product introduction
• Easier finadability of content and expertise
• Less re-work
• Increase in content and process reuse
• Improved productivity
• Improved quality of content produced
• Reduced travel costs, CO2 emissions
• Specific business targets (financial alignment) such as improved sales rep
communication, quicker mean time to resolution (MTTR) of support tickets, etc
Value Metrics

38.
Business and IT shouldn’t be fighting
46

39.
 When IT and business stakeholders
join forces, the possibilities for
increased productivity and
connectedness grow exponentially.
 The alliance of IT and Business will
not only lead to an enhanced user-
centric experience, but also ensures
that bridges are built and roadmaps
aligned between business goals and
IT objectives.

40.
 Every SharePoint deployment begins as a business analyst activity
 You need to begin with a clear picture of what you are trying to
achieve – before you attempt to achieve it
 There are no bad ideas
 Don’t jump to solutions until you can agree on what is to be solved
 Prioritization can be hard
 Leverage data from your system
 How are people using the system today?
 How are they leveraging alternate technologies and systems today?
 What is the request backlog?
Develop a shared understanding

41.
 Need to establish core reporting, so you can monitor usage patterns
 What the data shows you today will change your priorities for tomorrow
 Develop dashboards for your leadership, but be prepared to change
based on what you see
 As you iterate and refine based on what you learn, there will be less
change – and more innovation
 Change = course correction, adaptation, refining what you know
 Innovation = leveraging what you know to do something new that pushes the
business forward
Collaborate and Iterate

42.
You cannot manage what you cannot measure.

43.
 Begin by bringing everyone together to create a shared
understanding of what the system should look like
 Always pilot first
 Iterate as you learn
 Review the data, expand the pilot, validate what you’ve learned
 Throughout this process, watch usage patterns very closely, and
discuss what Business users and IT are experiencing, improving
upon what we’ve built
Conclusion

44.
Christian Buckley
cbuck@beezy.net
@buckleyplanet
/IN/ChristianBuckley
Thank you!
Tal Ben-David
Tal.ben-david@intlock.com
@cardiolog
/IN/talbd

45.
Questions & Answers