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The Collaborative Enterprise




Michael Fauscette,
Group Vice President, Software Business Solutions




 © IDC   Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12
Four Economic Realities




                                                                                      Changing
                                                                                    Demographics




                                                              Global       Slow     Changing
                                                             Volatility   Growth   Expectations
© IDC   Visit us at IDC.com and follow us on Twitter: @IDC                                Oct-12   2
Connectivity changes everything

Economically


                                                              Socially



 Technically
 © IDC   Visit us at IDC.com and follow us on Twitter: @IDC              Oct-12   3
“Traditional” Business



           •Hierarchical Structure

           •Top Down Management

           •Knowledge is Power

           •Command and Control




© IDC   Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12
Four Forces of Industry Transformation


                   Cloud                                     Mobility




          Big Data/                                           Social
          Analytics                                           Business




© IDC   Visit us at IDC.com and follow us on Twitter: @IDC               Oct-12   5
Tech + Major Cultural Shifts…


• New behaviors fueled by
  online networks

• Turning to trusted sources
  for advice & help

• Shift of influence &
  relevance


 © IDC   Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12
Leads to Business Change…


        •Hyper-Connected

        •Global

        •Hyper-Competitive

        •Innovation driven

        •Mobile


© IDC    Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12
People are the Platform (again)

                                                               Employees
                                                                            Conversations
            Productivity




Suppliers                                                                            Customers



            Transparency                                                   Relationships


                                                               Partners


  © IDC   Visit us at IDC.com and follow us on Twitter: @IDC                                Oct-12
How =
                                          Networked Business
                                                Model




                                                   What =
                                                   Social      Connected
                                                  Business




© IDC   Visit us at IDC.com and follow us on Twitter: @IDC             Oct-12   8
Traits of a Social Business

                                                              Employees empowered
                 Transparent
                                                                  to contribute
        Customer engaged in                                       Interdependent
        ongoing relationship                                   ecosystem of partners
                                                             Service “when, where, how”
 Power shared & distributed
                                                               the customer chooses
                                                                 Customer defined
 Distributed problem solving
                                                                 products/services
    Leadership coaches not
                                                             Anticipated customer needs
           controls

© IDC   Visit us at IDC.com and follow us on Twitter: @IDC                           Oct-12
Market Landscape
Selecting Social 2012
   Q. Has your company selected for purchase any enterprise social
   software solutions in the past 12 months?




                                                     33%


                                                                                       Yes
                                                                                       No

                                                             67%




© IDC   Visit us at IDC.com and follow us on Twitter: @IDC         N=700; IDC Social Business Survey, June 2012   Oct-12   11
Three C’s of Social Business




                                                                       Community
                                              Content



                                                             Collaboration




© IDC   Visit us at IDC.com and follow us on Twitter: @IDC                         Oct-12
Why use Social Software for Business?
           Q: Why do you conduct social media/networking initiatives for
                   business purposes? (Select all that apply)
              Gather feedback on company product or service

                       Respond to customer/partner inquiries

                                      Competitors are doing it

                        Communicate with partners/suppliers

                                Communicate with customers

          Create awareness about company product or service

                                               Make decisions

                                   Conduct employee training

                                 It is a requirement for my job

                        Communicate with internal colleagues

                            Share knowledge/contribute ideas

                     Socialize with friends/industry colleagues

                              Monitor conversations/activities
   #1 reason
                             Acquire knowledge/ask questions
    in 2011
                                     Drive revenue generation

                                                                  0%           5%          10%         15%          20%          25%         30%


© IDC   Visit us at IDC.com and follow us on Twitter: @IDC        N=700, Multiple responses allowed; IDC Social Software Survey, June 2012   Oct-12   13
Social Business: Focus on the Internal



•Find an expert in a timely manner

•Find the right info at the right time

•Knowledge sharing culture – eliminate
silos

•Increase innovation




 © IDC   Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12
Social Business: Focus on the External



•Engage Customers in Ongoing
Conversation

•Peer to Peer Support

•Word of Mouth Advertising - Influence

•Interact “When, Where and How” the
Customer Chooses




© IDC   Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12
IDC’s Social Business Processes
Employee-Focused                                                                                                            Customer-Focused

                                                                 Collaboration
                                                                                                                                   Social Commerce
                                                           Brand Maintenance
                                                                                                                       Customer Experience Management
                                                               Supplier Networks
                                                                                                                          Social Channel Response
                                                                Co-Innovation
                                                                                                                   Social Service Channels

                                                         Innovation Management
                                                                                                             Customer Engagement

                                                               Sales Intelligence                    Community Generated Content
                                                                                                                                    External Users
                                                               Sales Enablement               Community-Based Support


                                                               Talent Acquisition              Social Marketing


                          Social Learning                 Social Media Creation


        Collaborative Project Management                                         Supplier Networks

 Employee Social Network

                                          Internal Users

           Socialytics (network behavior, content, social data, customer behavior)
© IDC     Visit us at IDC.com and follow us on Twitter: @IDC                                                                                  Oct-12
Social Business Maturity Model


                                                                                        5
                                                                                                Optimization


                                                                       4
                                                                               Operationalization

                                                        3
                                                                 Integration

                                2
                                      Compartmentalization

        1
                 Experimentation




© IDC       Visit us at IDC.com and follow us on Twitter: @IDC                                                 Oct-12   17
Enterprise Systems are Changing




© IDC   Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12
The Connected Enterprise




                                                      • Cloud Enabled

                                                      • Networked

                                                      • Flexible and Nimble

                                                      • Innovative
© IDC   Visit us at IDC.com and follow us on Twitter: @IDC                    Oct-12
Barriers

Culture
Threatens traditional models of power & control
Misaligned Priorities, Initiatives & Incentives
Inside the “box”
Silos

             How can you expect to talk to your customer when you
                           can't talk to each other?


© IDC   Visit us at IDC.com and follow us on Twitter: @IDC          Oct-12
Adoption Challenges
        Q: What are the key challenges associated with implementing/using
                                 social software?
                                                Enterprise Social Software
                                             Getting people to participate

        Finding the time to use another communication/collaboration tool

                         Justifying the investment to upper management

              Measuring the impact of social software on business goals

                                         Having people monitor what I do

                            It has been subject to security threats/attacks

                  Allowing comments and feedback to be posted openly

    It is not integrated with other internal applications/systems that I use

There is no official company policy to set boundaries and guide behavior

                           It does not have the functionality that I require

                            IT tries to block / monitor social software use

                                                        None of the Above

                                                                               0%   10%         20%        30%        40%        50%        60%


                                                          Enterprise Social Software

© IDC     Visit us at IDC.com and follow us on Twitter: @IDC                              N=339; IDC Social Business Survey, May 2011   Oct-12   21
Social Business - Adoption
•Executive Sponsorship and Visible Use


•Champions and Power Users


•Change Incentives – Cross-Silo Collaboration & Knowledge Sharing


•Hands-On at Launch


•Specific Use Cases


•Company Wide Important Announcements


•Tie to Existing Systems / Embed


•Feedback and Listen


© IDC   Visit us at IDC.com and follow us on Twitter: @IDC          Oct-12   22
Essential Guidance


    Change management is the key to adoption

    Leverage the Power of Networks

    Connect outside in and inside out

    Silos are the enemy

    Technology isn’t enough – culture and
        process
© IDC   Visit us at IDC.com and follow us on Twitter: @IDC   Oct-12   23
Contact




                                      Michael Fauscette

                                      mfauscette@idc.com

                                      Twitter: @mfauscette

                                      Blog: www.mfauscette.com

                                      Social Business Community:
                                      http://idc-insights-community.com/SocBiz



© 2011 IDCVisit us at IDC.com and follow us on Twitter: @IDC
 © IDC                                                                           Oct-12

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The Collaborative Enterprise

  • 1. The Collaborative Enterprise Michael Fauscette, Group Vice President, Software Business Solutions © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 2. Four Economic Realities Changing Demographics Global Slow Changing Volatility Growth Expectations © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12 2
  • 3. Connectivity changes everything Economically Socially Technically © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12 3
  • 4. “Traditional” Business •Hierarchical Structure •Top Down Management •Knowledge is Power •Command and Control © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 5. Four Forces of Industry Transformation Cloud Mobility Big Data/ Social Analytics Business © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12 5
  • 6. Tech + Major Cultural Shifts… • New behaviors fueled by online networks • Turning to trusted sources for advice & help • Shift of influence & relevance © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 7. Leads to Business Change… •Hyper-Connected •Global •Hyper-Competitive •Innovation driven •Mobile © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 8. People are the Platform (again) Employees Conversations Productivity Suppliers Customers Transparency Relationships Partners © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 9. How = Networked Business Model What = Social Connected Business © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12 8
  • 10. Traits of a Social Business Employees empowered Transparent to contribute Customer engaged in Interdependent ongoing relationship ecosystem of partners Service “when, where, how” Power shared & distributed the customer chooses Customer defined Distributed problem solving products/services Leadership coaches not Anticipated customer needs controls © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 11. Market Landscape Selecting Social 2012 Q. Has your company selected for purchase any enterprise social software solutions in the past 12 months? 33% Yes No 67% © IDC Visit us at IDC.com and follow us on Twitter: @IDC N=700; IDC Social Business Survey, June 2012 Oct-12 11
  • 12. Three C’s of Social Business Community Content Collaboration © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 13. Why use Social Software for Business? Q: Why do you conduct social media/networking initiatives for business purposes? (Select all that apply) Gather feedback on company product or service Respond to customer/partner inquiries Competitors are doing it Communicate with partners/suppliers Communicate with customers Create awareness about company product or service Make decisions Conduct employee training It is a requirement for my job Communicate with internal colleagues Share knowledge/contribute ideas Socialize with friends/industry colleagues Monitor conversations/activities #1 reason Acquire knowledge/ask questions in 2011 Drive revenue generation 0% 5% 10% 15% 20% 25% 30% © IDC Visit us at IDC.com and follow us on Twitter: @IDC N=700, Multiple responses allowed; IDC Social Software Survey, June 2012 Oct-12 13
  • 14. Social Business: Focus on the Internal •Find an expert in a timely manner •Find the right info at the right time •Knowledge sharing culture – eliminate silos •Increase innovation © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 15. Social Business: Focus on the External •Engage Customers in Ongoing Conversation •Peer to Peer Support •Word of Mouth Advertising - Influence •Interact “When, Where and How” the Customer Chooses © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 16. IDC’s Social Business Processes Employee-Focused Customer-Focused Collaboration Social Commerce Brand Maintenance Customer Experience Management Supplier Networks Social Channel Response Co-Innovation Social Service Channels Innovation Management Customer Engagement Sales Intelligence Community Generated Content External Users Sales Enablement Community-Based Support Talent Acquisition Social Marketing Social Learning Social Media Creation Collaborative Project Management Supplier Networks Employee Social Network Internal Users Socialytics (network behavior, content, social data, customer behavior) © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 17. Social Business Maturity Model 5 Optimization 4 Operationalization 3 Integration 2 Compartmentalization 1 Experimentation © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12 17
  • 18. Enterprise Systems are Changing © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 19. The Connected Enterprise • Cloud Enabled • Networked • Flexible and Nimble • Innovative © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 20. Barriers Culture Threatens traditional models of power & control Misaligned Priorities, Initiatives & Incentives Inside the “box” Silos How can you expect to talk to your customer when you can't talk to each other? © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12
  • 21. Adoption Challenges Q: What are the key challenges associated with implementing/using social software? Enterprise Social Software Getting people to participate Finding the time to use another communication/collaboration tool Justifying the investment to upper management Measuring the impact of social software on business goals Having people monitor what I do It has been subject to security threats/attacks Allowing comments and feedback to be posted openly It is not integrated with other internal applications/systems that I use There is no official company policy to set boundaries and guide behavior It does not have the functionality that I require IT tries to block / monitor social software use None of the Above 0% 10% 20% 30% 40% 50% 60% Enterprise Social Software © IDC Visit us at IDC.com and follow us on Twitter: @IDC N=339; IDC Social Business Survey, May 2011 Oct-12 21
  • 22. Social Business - Adoption •Executive Sponsorship and Visible Use •Champions and Power Users •Change Incentives – Cross-Silo Collaboration & Knowledge Sharing •Hands-On at Launch •Specific Use Cases •Company Wide Important Announcements •Tie to Existing Systems / Embed •Feedback and Listen © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12 22
  • 23. Essential Guidance  Change management is the key to adoption  Leverage the Power of Networks  Connect outside in and inside out  Silos are the enemy  Technology isn’t enough – culture and process © IDC Visit us at IDC.com and follow us on Twitter: @IDC Oct-12 23
  • 24. Contact Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com Social Business Community: http://idc-insights-community.com/SocBiz © 2011 IDCVisit us at IDC.com and follow us on Twitter: @IDC © IDC Oct-12

Notas do Editor

  1. Enterprise social software offerings bring enhanced social collaboration capabilities to users who are either inside or outside an organization's firewall. Those users primarily in non–customer facing roles are the focus of these solutions, but customer-facing interactions may also occur. Common Enterprise 2.0 functionality offered in enterprise social software solutions include, but are not limited to, activity streams, blogs, communities, discussion forums, groups (public or private), ideas, microblogging, profiles, recommendation engines (content or people), tagging, bookmarking, and wikis. Vendors tracked in the enterprise social software market can offer discrete solutions supporting one type of social functionality (such as community management, ideation, innovation management, or activity streams) or a broad-based platform that encompasses many functionality traits. A variety of deployment options (on-premise, SaaS, hosted application management, or software appliance) are made available.