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Overview Deck for the Yammer Customer Success Program.Goal: To help the customer understand the value of Enterprise Social, what it takes in order to be successful, and what investment Microsoft is making in order to help make them successful.
This is a conversation that helps the customer understand what they need to be successful. Yammer Customer Success know this model works because we have seen our customers achieve success in their networks. This presentation sets the scene about what success means with ESN. Measure success in terms of whether the business is operating differently because of ESN. Requires a focus on enabling people within the org to understand what Yammer will do for them. The Customer Success Program will only be successful if you *create the need* for Yammer – and they are willing to put in the time and resources to ensure success.
Success does not mean that the technology is just ‘in place’ like a traditional technology implementation. This is because Yammer requires a change in behavior across the business. Involving only IT in the discussion around Yammer is not enough: the line of business needs to be brought into the conversation in order to identify the potential for value within an organization.
External Research supports that this is not just about the technology. The effort needs to go into helping people understand how this works & how it can help them do their job better, & work more efficiently & openly. Enterprise social is not just about a functionality checklist that confuses the user.
We call our methodology a Social Journey. It is based on our experiences of what makes networks successful. Creating a network that is legitimized from top down with a vision from top down, and grows from bottom up to allow users to discover value for themselves. It’s an iterative method that does not allow bottlenecks in getting started. No need to ask a centralized function to get started making your job easier. It’s about planting inspiration and self-enablement materials to get going.
Microsoft thinks about the benefits of Enterprise Social in these four areas.Collaborate– work smarter & more efficiently in your teamsEngage– connect your organization around common goalsInnovate– make your organization more adaptable to change
An important step toward Enterprise Social is to identify what success means to you and what it will require to achieve it.
The customer is in charge of their destination. Regardless of how many people you put on this project, you have to understand & buy into the fact that this takes cultural change. It takes a certain amount of time and resources to make it it successful.1. Executive sponsorship and participation - is important, as it helps legitimize that this platform is successful. Executive support allows the individuals to help realize how valuable this new way of working can be. Focus on creating conditions to inspire individuals. Executives become active users themselves.2. Project manager - a project manager is a critical piece for organizing the adoption because things without deadlines never get done.Business outcome owner – ownership over specific departmentsCommunity Manager – people who ensure the community will grow + find value in conversationsPower User – the extended network for the Community Manager
4 Factors for success.Clarity of purpose- focus on why the organization is using Yammer + what’s the “what’s in it for me?” for individualsExecutive support provides legitimacyCommunity Management – effective community management helps spread knowledge among user baseIntegrations - Helps to ensure this is where people are working. Whether that’s integrating to another app or platform, Yammer needs to be connected to where people do their work.
Having created the need and understanding of success criteria & roles necessary for this, the customer is likely to be thinking about how well they are already set up, or not set up, to help achieve this. They will need to think about how to resource this among their organization. It may be the customer is not yet ready for this, and need assistance in helping launch this platform.
Now that you’ve set the expectations, now we can talk about how we at Microsoft are investing in your success.Introduce Customer Success Program, provides access to:Skilled guidesProven methodology that takes into account our philosophy of allowing people to discover value for themselves. Relevant, curated experiences of how Yammer changes organizationsCommunity of customers going on the journey themselves. We work socially in terms of how we help you be successful.
We provide a series of self-guided resources of how you can make ESN work inside your organization.Opportunity to connect with your peers who are going along this same journey – learn from them, share with them.We have a team of ~ 70 CSMs that exist within that network who are experts in making this successful within organizations, who are accessible. You can connect with them through office hours.