Today’s customers expect more. They expect you to know them as
individuals, to anticipate their needs and to surprise them with
interesting new products and services. Yet the traditional approaches
to innovation and customer intimacy are hopelessly archaic in today’s
Learn how social business and an end-to-end approach
to commerce can change the way you interact with your customers,
building their loyalty and your brand.
- Understand how to leverage both a Social
Business and Smarter Commerce to create exceptional experiences for your
clients and enable the employees who engage them.
- Hear how leading organizations are building loyalty in their brand is ways never seen before.
- Discover that the ways in which people
interact, relationships form, decisions are made, work is accomplished
and goods are purchased.
- Listen to clients detailing how a new breed of
customer is dictating a new set of terms in the dynamic between buyers
- Interact with a panel of peers, thought leaders and IBM subject matter experts.
1. Activity Streams drives Systems Integration across People and Internet of things
2. Expertise on demand re-defines how work gets done
3. Every Employee becomes a brand advocate
4. Social serious gaming dominates user engagement
5. Your customer will manage your reputation
6. Workers determine performance and incentives
There are several interesting ways by which you can integrate social tools into your business process, and yes transform them.
The social tools itself introduce "social processes" such as
- jam using ideation tools,
- prioritize and learn using serious games and knowledge exchanges,
- share through blogs, activities, and traditional communication/collaboration tools
- discover using personalized analytics driven context
- co-create using semantic wiki, online editors, ...
- amplify with voting/recommendations/scoring
and the like..
Then you have business processes that gets transformed:
- functional areas such as sales, marketing, support/customer care, finance, accounting, HR, supply chain, etc
- industry specific Line of Business areas such as healthcare coordination, or citizen campaigns, or mobile banking
What is it gonna take to provide your client/employees/partners to bring your brand to every experience, unlock creativity everywhere, eliminate guesswork and deploy however you want?
1. use social tools from where you spend most of your time online --- @ work or @ personal
- email clients like Notes, Exchange, etc.
- intranet/extranet/internet portals / web sites
- functional (CRM, ERP, SCM, HR, etc) or Line of Business Applications -- ie your systems of record
- mobile device
you integrate the social tools/capabilities into these environments
2. make the social platform your primary system of engagement/interaction:
- surface relevant activities/tasks within that social platform based on context/next action
- integrate the systems of record into this social platform
3. bring together the systems of engagement and record:
- data in motion: make activity stream the common backplane
- data at rest: apply traditional database joins
Does becoming a social business mean transformed business processes? better business outcomes? well
- According to the recent Mckinsey study an average knowledge worker spends around 28 hours weekly using collaboration tools. Extending these with social tools can increase productivity upto 25%.
- Erasing white spaces (see Gartner Social BPM) is a major enabler --- transforming culture and leadership in organizational silos where no one is responsible, have management blind spots, and accountability gaps
- Transformation impact spans
- Nurturing a smarter workforce with
- Workforce optimization (ex. Sales, Marketing, Operations, Distribution, Business support)
- Products and Services Innovation
- Delighting customers with customer care and insights capabilities
So why should you go to IBM to help your organization transform to become a Social Business?
- IBM Global Business Services with deep industry expertise is ranked # 1 by IDC for providing consulting services. Key Social Business consulting services span Envision, Enable, Adopt, and Optimize services that allows organization to reach, engage, discover and act
- IBM is the Software market leader in Social Network, Enterprise Content Management, Analytics, Portals, Business Intelligence, Security, and Cloud based collaboration --- says Gartner, Forrester, IDC, etc.
- IBM's expert integrated systems with with web experience and smarter workforce patterns on PureSystems is a game changer
- IBM Research center for Social Business is driving new waves of innovation http://research.ibm.com/social
- IBM is a Social Business #IBMSocialBiz #IBMsocbiz
Great video on social selling in action with SugarCRM and IBM Connections -- rfp response scenario... check it out: http://www.youtube.com/watch?v=a3CnYJImchc
Join IBM and InformationWeek at this live event with portions being
broadcast live from New York City on 9/13, 1PM est as we explore the changing face of
business at an exclusive leadership summit. Learn from market-leading
organizations who are already seeing the benefits of being social
today... and discover how to enable more employees to be innovators and
more customers to be advocates.
Congrats MIT team for winning the DARPA challenge...http://www.guardian.co.uk/technology/2009/dec/07/darpa-challenge
"The Darpa Network Challenge, which took place on Saturday,
offered a cash prize for the first group to successfully locate 10
large red weather balloons hidden at a string of secret locations
across the US.
Competitors were asked to use the internet
and social networking
sites to discover the whereabouts of the balloons" ...
Way to go..
Check out this news:
"The new community enables companies to gain real-time access to IBM
subject matter experts to support sales leads and client
implementations. Partners can also create personalized profiling tools
to develop online communities that make their skills visible to other
partners, connect with them on new technology innovations and joint
sales leads and develop and deliver new technologies online through
interactive forums before test-marketing or taking offerings directly
to clients" http://finance.yahoo.com/news/IBM-Launches-New-Social-prnews-15478032.html?.v=1
"Based on Lotus Connections, IBM's enterprise networking and
collaboration technology, PartnerWorld Communities enables members to
collaborate through a secure network that connects people around a
focused task or goal using blogs, forums, private teaming spaces for
solution design and market planning activities, social bookmarking and
RSS feeds for real-time access to key topics of interest"
A great example is partnering to go win Stimulus funding...
Good discussion with Ascendant, a leading IBM business partner, as they get ready for IMPACThttp://www.ibm.com/developerworks/blogs/page/SOA_Off_the_Record?entry=ascendant_rocks_the_impact_floor
"We are working heavily in the health care space, both payors and providers. Additionally, we are currently engaged with several Blue Cross Blue Shields across the country to optimize their member portals and create more agile, online business processes. We have created and combined a unique set of capabilities for our customers. By combining user experience architecture, requirements engineering, and business value measurement with an SOA execution, we are helping health care payors align key business metrics to the user’s experience and then ensure end-to-end execution of the solution. The technical solution often encompasses many parts of the IBM platform, including WebSphere Portal, Process Server, Lotus Connection, DataPower, Rational Team Concert and Build Forge.
We are also helping customers across a variety of industries adopt and execute social computing strategies. We are currently working on many corporate communication and collaboration strategies and are creating “internal Facebook-like” solutions, extending online communities to partner communities. Working with a variety of large brands to improve their online shopping experience, we are stressing the importance of “social commerce” applications and strategies in the shopping experience."
IBM and MIT recently conducted an analysis of social networks inside IBM to figure out productivity metrics associated with social capital in general and interaction between an employee and their manager in particular
Out of several thousand consultants inside IBM, those withstrong virtual links to a manager produced an average of $588 ofrevenue per month over the norm.
The research also found that the average email contact was worth $948 in revenue.
Researchers usedmathematical formulas to analyze the email traffic, address books, andbuddy lists of 2,600 IBM consultants over the course of the year.
So how about accessing your social network thru the cloud? Check out the IBM announcement today with LotusLive Engage: http://finance.yahoo.com/news/IBM-Delivers-Cloud-Social-iw-14810828.html
Click to cloud and get: profile andcontact management, online meetings, file sharing, instantmessaging, andlightweight project management capabilities.
These capabilitiesaretightly integrated to provide one of the richest communicationandcollaboration experiences available in the market today.
Interesting write up about activities in IBM center for social software, next to my office here in Cambridge, MA...
Check this article:
"Business information provider Thomson Reuters is already working with the Center to come up with ways for its employees to explore and share the information about patient treatments and outcomes held in its vast databases, according to Bill Marder, senior vice president and general manager of the company's healthcare division. "We're making much better progress than we could ever achieve purely by our own in-house efforts. We could do this alone, but it would take far longer and cost far more," he says."
Well, we have been saying this for a while. And we have seen customer interest and adoption starting to trend in this direction for sure...
Check out this article by Galen Gruman in Infoworld: http://www.computerworld.com/action/article.do?command=viewArticleBasic&taxonomyName=Linux+and+Unix&articleId=9128813&taxonomyId=122&pageNumber=1
"Essentially, desktop Linux makes sense as the desktop OS only for thoseemployees who do common work in Office and Web apps. But that's a lotof people."
"OpenOffice is a sound alternative to Microsoft Office, but I spent most of my time with the free IBM Lotus Symphony
, which is a slightly better productivity suite than OpenOffice
, in the InfoWorld Test Center's evaluation."
"many companies, government agencies, and educational institutions canchuck at least some of them. Those based on XP -- or Windows 2000,which still has a huge installed base in government agencies -- canlook to big savings on licensing, hardware, and training costs."