Der Gedanke der Social Enterprises verändert den Umgang der Unternehmen mit ihren Kunden. Begleiten Sie Jörg Besier, Accenture Cloud Lead in ASG, und Daniel Le Jehan, wie Sie über Best Practices bereits heute den Weg zum Social Enterprise beschreiten können und wie das Salesforce Innovation Center die Kunden hierbei unterstützt.

1. Cloudforce Munich
How to become a Social Enterprise?
Jörg Besier and Danny Le Jehan
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2. Invented by the Mom-and-pop store we lost and finally
found again the Social Enterprise
Local, Personal Global, Standard Global, Personal
Until 1970 1970-2005 Since 2005
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3. The Social Enterprise is here to stay…
…and you cannot afford to ignore it!
Consequences of Ignorance
Nothing in all the world is more dangerous than sincere
ignorance and conscientious stupidity.
– Dr. Martin Luther King
• Lacking insight into conversations
• Less influence on opinions
• Missed customer interaction opportunities
• Low speed of resolution of customer concerns
• Limited understanding of new customer needs
• Neglect of useful metrics on social’s impact,
• Degrading customer loyalty
• Less successful new products and services
Next Accenture Technology Vision to be released in Jan. 2013
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4. Social Collaboration has become a first-tier concern for
C-Level Executives
Towards the fully-networked enterprise
85%
indicated that they believe that enterprise-wide collaboration is more
important than individual specialization for success.
75%
indicated they plan initiatives to increase the use of communications
and collaboration technologies in the following year.
Enterprise Social Collaboration technologies such as Chatter can enable a new way of
working
Next Accenture Technology Vision to be released in Jan. 2013
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5. Starting with Salesforce.com to build your
Social Enterprise is a very good idea, but..
…you do need a blacksmith!
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6. Start with a compelling story...
...and develop a clear roadmap...
Social Enterprise Story and Roadmap
Compelling Story Functional Prototypes
Opportunity
Satisfaction
Burden Relief
Opportunity
Phase I Phase II Phase III
Business Case Execution Plan
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7. .. and then we help to make sure all the required
details are being cared for during execution
Accenture Expertise in Delivering salesforce.com Programs
Functional Domains
• Industry knowledge & expertise
• Customer Relationship Management
• Social Engagement
• Workplace Collaboration
• Social Marketing Analytics
Technical Domains
• Architecture Design
• IT Strategy & Transformation
• Social Media Innovation Center
Program Management
• Business Case Development
• Complex Global Delivery
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8. Sales Transformation for one of the world's
Largest Technology Companies
Largest Sales Transformation the History of the company
The Mission
Improve the customer experience, increase sales productivity and enhance management visibility
by transforming the clients end-to-end processes across the entire sales lifecycle
The Challenges
• Mind shift from a product driven to customer centric
organization
• Huge and complex organization with >35.000 users
The Success Factors
• Executive Sponsorship
• Co-Create with the business: Sales rep at the center
• Fast end user deployment
• Management of change
• External partnership
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9. Meet Future Shock at Accenture’s
London Innovation Centre
OBJECTIVES
1. Explore what Future Shock means for your business, using
fresh insights and proven facilitation techniques to provoke and
stimulate discussion, so that together we can generate a new
level of thinking about your new consumer
2. Shape your response to Future Shock and generate innovative
ideas that can help your business respond to the needs of your
new consumer
3. Commit to a shared vision, your futurescape, about what the
future looks like for your business: a firm, collective
understanding of what really lies ahead.
EXECUTION
§ The experience will be immersive and interactive
§ We will fully tailor the experience to align to your ambitions
§ We will use proven world-class facilitation techniques
§ You will have access to the latest thinking and insights
through a dedicated micro-site before, during and after your
session.
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10. The Innovation Centre Experience will be interactive,
immersive and engaging
Pre-Away Day Away Day Post-Away Day
-6 weeks 1-2 days +2 days onwards
q Client confirmation and preparation q Insight - q Provide write-up of away day day
(-6 to -5 weeks) understand the and experience
implications of the q Provide physical reminder of the
§ Confirm attendees and objectives
changing consumer discussion on the day
§ Send invite and confirm dates for on your business
interviews q Micro-site in place for further
and start to paint a
sharing of relevant insights
q Design tailored away day picture of the future
experience q Accenture/Client Team check-
q Innovate - Turn key points established to monitor
(-4 weeks) progress following the away-day
insights into
§ 1:1 interviews with each attendee innovations and q Ongoing dialogue to support
§ Design tailored approach and content design a unified commitments made during the
to meet client ambitions ‘vision of the future’ away day
§ Provide access to microsite
q Commit - Turn the
q Finalise Future Shock away day vision into reality by
(- 3 to -2 weeks) identifying a clear
set of priority areas /
§ Finalise agenda and review with client
questions that need
q Prepare client team to attend the to be addressed
Innovation Centre (-1 week)
Pre-away day consumer immersion
§ Confirm logistics
activity optional.
§ Provide away day pack to all
attendees Pre- or Post- Away Day dinner can also
be arranged
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11. Welcome to the London Innovation Centre—
step inside
Innovation Room
• Introduction to Accenture’s London Innovation Centre, with
technology and concepts designed to ‘shock and awe’
• Innovative, state of the art demos to explore, with access gained
through latest facial recognition software
Context Room
• Explore what Future Shock means for your business using world class
facilitation techniques
• Cutting edge touch screen technology allowing multiple attendees to
interact at the same time using the world’s first 10mx3m video wall
Business Sphere
• Fully immersive experience surrounding attendees in the world of
Future Shock
• Versatility to explore multiple environments to understand the needs
of today’s consumer
Solutions Room
• You can draw up your futurescape to combat tomorrow’s real
challenges
• A blank canvas – ideas can be scribbled anywhere in the room
• You will leave with a firm commitment and resolve.
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11

12. About Accenture and Salesforce.com
We help you to build your Social Enterprise
• Salesforce’s most successful strategic alliance partner.
• 3,200+ cloud projects completed or in progress around
the world in over 44 countries
• 1,500+ Salesforce.com skilled
professionals
• 500+ SaaS implementations
on enterprise level
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