How to Improve Customer Relationshipwith an Enterprise 2.0 Strategy

1. How to Improve Customer Relationship with an Enterprise 2.0 Strategy Miguel Membrado Founder & CEO [email_address] Phone: +1 650 352 3372 (c) 2009 - Miguel Membrado Bridgewater Associates

2. BRIDGEWATER SITUATION (c) 2009 - Miguel Membrado

3. BRIDGEWATER LOOKING FOR (c) 2009 - Miguel Membrado

4. NEW CUSTOMER RELATIONSHIP (c) 2009 - Miguel Membrado Bridgewater Agents Customer 1 2 3 4 4

5. THREE INCLUSIVE CONDITIONS (c) 2009 - Miguel Membrado

6. WHICH BENEFITS? (c) 2009 - Miguel Membrado Competitiveness Agility Customer loyalty Mobility Collective intelligence Communities of users Customer engagement Real time feedbacks Extended company Customer Satisfaction

7. WHICH BENEFITS? (c) 2009 - Miguel Membrado Individual & collective productivity Business Growth New business models Employees loyalty Talent magnet Continuous experimentation Innovation Knowledge emergence Low costs Better decision making

9. TOWARDS ENTERPRISE 2.0 (c) 2009 - Miguel Membrado

10. FROM “FILES" TO “PAGES" (c) 2009 - Miguel Membrado Old way The information is produced, shared and classified using files and folders New way The information is produced, shared, and retrieved online using search engine and navigational links

11. FROM "SEND" TO "SHARE" (c) 2009 - Miguel Membrado Old way People are sending e-mails to each co-worker which receives it in his mailbox New way The information is stored in a single repository and accessed by the co-workers

12. RATIONALIZATION & OPTIMIZATION (c) 2009 - Miguel Membrado Search Wiki Collaborative Production e-Mail + attachments Local & Shared Files MS Office BEFORE: Production+ Communication+ Storage Collaborative Watch Social Bookmarking Online Office Collaborative Office Automation Webmail + Chat Interpersonal Communication & alerts Enterprise Social Networks Socialization + social directories AFTER: Customized Home Pages Information Consumption & Monitoring RSS Feeds Twitters-like Blog Interactive Communication

14. WHICH USAGES? (c) 2009 - Miguel Membrado Project management Knowledge management Discussions Documentation Communication Archiving Team work Conception Support Repositories Training e-learning Innovation booster Collaborative writing Guidelines Real time feedbacks Product catalog …

15. HOW TO EVOLVE (c) 2009 - Miguel Membrado Your organization today Kimind Quadrant Structured Unstructured (knowledge) Hierarchical Heterarchical (Participatory) © 2006-2008, Miguel Membrado – Kimind Informational Dimension Organizational Dimension Your organization tomorrow Management Evolution IS Evolution

16. HOW TO ADOPT? (c) 2009 - Miguel Membrado © 2008 - Miguel Membrado Adoption Communication Evangelization Coaching Adoption

17. CASE STUDY - PRESENTATION (c) 2009 - Miguel Membrado

18. CASE STUDY - OBJECTIVES (c) 2009 - Miguel Membrado

22. Conclusion (c) 2009 - Miguel Membrado