Best Practices for Building a Social Enterprise
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Transcript of Best Practices for Building a Social Enterprise
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Best Practices for Building a Social Enterprise
Guest Speaker:
Rob Koplowitz,Vice President, Principal Analyst Serving CIO Professionals Forrester Research
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What is Social Enterprise, anyway?
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We live in a Social World
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How can it be mirrored in the enterprise?
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Social Enterprise MethodologyLeveraging the Power of Many
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The “Social Enterprise”
Social CRM
Team Collaboration
Interaction Tools Collaborative Decision Making
Web 2.0 Data
CRM
.Net/Java
Reports
Office& Emails
Phones
The Old enterprise
Has emerged!
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Social Enterprise Starts with BI
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Best Practices for Building a Social Enterprise
Rob Koplowitz,Vice President, Principal Analyst Serving CIO Professionals Forrester Research
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© 2009 Forrester Research, Inc. Reproduction Prohibited
October 23, 2012
Best Practices forBuilding a Social Enterprise
Rob Koplowitz
Vice President, Principal Analyst
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It starts with a vision
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People
• Target audience• Social profile
Objectives
• Business outcome• How success will be measured
Strategy
• How to achieve the objectives• Policy, people & processes
Technology
• Social technologies• Information & integration
Use The POST Method To Plan For Success
POST
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Demand for social comes from…
Seniorsb. 1920-1945
Baby Boomersb. 1946-1965
Gen Xersb. 1966-1979
Gen Yersb. 1980-2000
Base: 1,382 US information workers who use social software at least monthly
Source: Forrester’s Q2 2011 Workforce Technology And Engagement Online Survey
1% 38% 35% 26%
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And it comes from heavy users of BI and Analytics
Social software users are:
Managers, directors, or executives (49%)
Well compensated (52% make more than $60K a year)
Late workers (Average 43.53 hrs/week & average 6.91 hrs working outside the office)
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People
• Target audience• Social profile
Objectives
• Business outcome• How success will be measured
Strategy
• How to achieve the objectives• Policy, people & processes
Technology
• Social technologies• Information & integration
Use The POST Method To Plan Implementation
POST
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Understand your business objectives
Business outcomesWhat will change?How will you measure success?Tie to business goals
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People
• Target audience• Social profile
Objectives
• Business outcome• How success will be measured
Strategy
• How to achieve the objectives• Policy, people & processes
Technology
• Social technologies• Information & integration
Use The POST Method To Plan Implementation
POST
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Business value factors Scoring Score
What percent improvement do we expect in the process? 1=1%5=5%
Does the process directly increase revenue, reduce expense, or improve customer experience?
1=No5=Yes
Are key participants highly compensated? 1=No5=Yes
What is the level of risk that this won't work? 1=High risk5=Low risk
Business value score
Viability factors
How difficult will it be to get people to work differently? 1=Very hard5=Very easy
Are worker goals and objectives aligned with success of the initiative?
1= no5= yes
Are the business process owners on board and ready to address potential change?
1= no5= yes
Will existing processes or systems need to be re-architected?
1=yes5=no
Viability score
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Business value
Stra
tegi
c al
ignm
ent
Sales
Customer Service
Manufacturing
Ease of driving change
Business value
HR
Training
Operations
New product development
Marketing
Highest likelihood of rapid business value
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People
• Target audience• Social profile
Objectives
• Business outcome• How success will be measured
Strategy
• How to achieve the objectives• Policy, people & processes
Technology
• Social technologies• Information & integration
Use The POST Method To Plan Implementation
POST
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Back to our vision…
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It starts with fundamental decisions
Progress on the current path of manned flight
...or take a radical new approach
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Integrate the tools the worker needs, in context
Critical Business Activity
Are we getting optimal results?
BI/ Analytics
Why? Why not?, Who knows?
Social
What else?
Content, UCC…
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Ten Steps To Develop A Social Business Strategy
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1. Design a social business ecosystem
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2. Gain executive support
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3. Define where BI and Social are game changers
Deliver outstanding
customer service
Direct to consumer online sales
Forecast future market demand
Manage vendors
strategically
World-class logistics handling
Use technology to enable
capabilities
Manage finances
Attract and retain top
talent
Influence brand image through
marketing
Research and innovate new
products
Optimize inventory to
future demand
Provide parts & service customer
support
Maintain competitive
distribution channel
High quality production
Customer facing capabilities
Supply chain capabilities
Corporate capabilities
Sample capability map
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4. Establish a social business council
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5. Select from competing strategies to invest, pilot and support
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6. Identify risk, establish policy & train
employees
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7. Empower employees to solve customer & business challenges
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8. Plan social public relations
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9. Engage customers in conversations
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10. Measure business impact always
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© 2009 Forrester Research, Inc. Reproduction Prohibited
Thank you
Rob Koplowitz1 650.581.3854
Twitter: @rkoplowitz
blogs.forrester.com/rob_koplowitz
www.forrester.com
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Collaboration in BI today is ineffective
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Socially-enabled BI
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DemonstrationBusiness Intelligence 3.0
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Enables collaboration on data-specific insights, allowing all users to work together, share insights and build corporate knowledge base – all within the BI system
The most advanced analytical capabilities for
analysts
AUTOMATED INSIGHTS &
RECOMMENDATIONSAutomatically recommends relevant and personalized
information to business users, helping them discover hidden
insights
ADVANCED ANALYTICSCOLLABORATIVE DECISION MAKING
SelfService
Business Intelligence 3.0
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Benefits of Collaborative Decision Making
• Faster move from data to action
• Uncover hidden insights through the suggestive engine
• Management meetings more productive due to one version of the truth
• Building Corporate Knowledge Base
• Increased BI adoption among business users and analysts
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Q & A
@PanoramaSW
Business Intelligence News (Page)
Business Intelligence 3.0 Hub (Group)
http://www.panorama.com/resources/bi-bl
og/