Clearvale overview for Social Intranet and Social CRM

where knowledge flows, business accelerates.

Clearvale
Overview
Ian Heggs: Regional Manager
NEMEA

Copyright © 2010 BroadVision, Inc. All rights reserved.

• What do you understand by the following
terms?

→Intranet

→Extranet

→Enterprise 2.0

→Enterprise Social Network

2

Enterprise 2.0

“The use of emergent social
software platforms within
companies, or between
companies and their
partners or customers”

Andrew McAfee – Harvard Business
School

3

Enterprise 2.0 Reaching Mainstream…
• “Knowledge flows . . .are quickly
coming one of the most valuable
sources of value creation”

• “The ultimate differentiator between
companies may be a competency
for creating and sharing
knowledge across the enterprise”

• “As stability gives way to change
and uncertainty, institutions must
increase not just efficiency but also
the rate at which they learn and
innovate, which in turn will boost
their rate of performance gains”


Benefits – McKinsey

• Better access to knowledge and internal
experts
– 35% improvement
• Greater employee and customer satisfaction
• Higher rates of innovation
– 20% improvement
“65% of the 700+ senior executives interviewed
are disappointed in their enterprise’s ability to
stimulate innovation”

5

Benefits – Forrester Research

• Improved response times through efficient
employee collaboration
• Better project management with clear and
transparent decision making
• Improved knowledge capture and IP
• Work efficiency gains – decreased email
• Increased knowledge retention
• Improved process documentation
• Better service quality
• Faster Innovation
6

Benefits – Gartner Research

• Building and Enhancing Relationships
• Capturing Hidden Knowledge
• Increasing Product and Service Excellence
• Increasing Operational Efficiencies
• Developing a Culture of Innovation
• Increasing Customer and Market Intimacy

7

Benefits – Gartner Research

“Enterprise 2.0 is an
inevitable trend and
[Gartner] has
advised its
corporate clients to
leverage its power
and capitalize on
this trend.”

8

Enterprise Social
Networks

9

Social Media

10

Enterprise Social Media

11

Enterprise Social Media

12

Enterprise Social Networks

Contact network

Blogs

Microblogs

Document sharing

Wikis

13

Why BroadVision ?

14

• Founded May 1993; IPO June 1996
• Worldwide e-business pioneer
– Clearvale™ enterprise social network
– Clear™ workforce relationship mgmt
– BroadVision K2 e-business platform
– QuickSilver™ e-publishing/doc-mgmt
BroadVision Global Footprint • Global operations
– Workforce (FTEs) > 300
– Operates @ 20+ countries/regions
• Solid performance
– >25% annual profit margin since 2006
– Thousands of enterprise customers
– >50M visits/mo BV-powered web sites

15

Portal Evolution – Gartner

• Generation 1 (1998 to 2000)
– Content and basic portal capabilities
(including personalization and the portlet model)
• Generation 2 (2000 to mid-2002)
– Application integration
• Generation 3 (mid-2002 to 2003)
– Process integration and basic Web services support
• Generation 4 (2004 to mid-2005)
– Portal federation, portlet standards and composite applications
• Generation 5 (mid-2005 to 2008)
– SOA and user experience management
• Generation 6 (starting to emerge 2009-2011)
–Web 2.0 social and mash-up features

16

Clearvale

17
17

Introducing BroadVision Clearvale

• Next generation
eBusiness solution
• Integrated Enterprise
Social Network platform
• Software as a Service

18

Introducing BroadVision Clearvale

• Clearvale is an Enterprise Social Network that
leverages Web 2.0 technology to provide easy and
secure collaboration between employees, partners,
customers, and the general public; enabling you to
socialise across and beyond the enterprise

19

Intranet 2.0

20
20

Intranet 2.0

21

Intranet 2.0
• Everyone has a voice
• The tools of creativity are widely
distributed
• Capability counts for more than
credentials and titles
• Power is granted from below
• Communities are self-defining.
Individuals are richly empowered
with information
• Just about everything is
decentralised

22

Intranet 2.0

“Command and Control needs to be
replaced by Collaboration and
Creativity through Communication
and Community creating Corporate
Culture 2.0”
Robert Burwood
IT Director of Infrastructure
Government of Alberta

23

Intranet 2.0 – Online Water Cooler Network
Network

Quick Links ––Key
Quick Links Key
communities and resources. CEO Blog
CEO Blog
communities and resources.
Teamwork ––MBO
Teamwork MBO
plans associated with
plans associated with
the logged in user
the logged in user

News and Views from employees
News and Views from employees
/ /opinion leaders. Communication
opinion leaders. Communication
and knowledge sharing
and knowledge sharing

Most active
Most active
members
members
Rich Content - -Photo’s / /
Rich Content Photo’s
Videos / /Podcasts etc
Videos Podcasts etc
24

Intranet 2.0 – Communities of Interest

Community ––
Community
Background / /Contacts / /
Background Contacts Event Calendar ––
Event Calendar
Administration
Administration focus on deadlines / /
focus on deadlines
co-ordination
co-ordination

Forum / /Polls - -Review
Forum Polls Review
Ideas and voting
Ideas and voting
Community Members
Community Members

Message Board ––quick
Message Board quick
DocuVault - -Sharing, revisioning communication updates / /
communication updates
DocuVault Sharing, revisioning
and collaboration on content real time brain storming
real time brain storming
and collaboration on content

Teamwork ––MBO
Teamwork MBO
plan and associated
plan and associated
tasks for the team
tasks for the team
25

Intranet 2.0 – Self
Administration/Publishing


Intranet 2.0

Businesses with
Engaged
Employees
improved net
income growth by
13.7%

27

Intranet 2.0

“The cost of losing
an employee is
about 38% of the
departing
employees salary”

John Dooney, Manager
Strategic Research,

28

Intranet 2.0

“Employee
recruitment and
retention could
become one motivator
and one very
significant ROI”
Bill Ives, FASTForward Blog.
VP Marketing Darwin
Ecosystems

29

Intranet 2.0

• Puts people at the
centre
• Significant increases
in productivity and
innovation
• Visible, persistent,
transparent activity
across business

30

Intranet 2.0

A better, more effective,
more relevant social
intranet.

31

Extranet 2.0

32
32

Extranet 2.0
Branded Partners/Customers ESN

33

Extranet 2.0

Self-Service
Self-Service FAQ Forum
Guide FAQ Forum
Guide

Local Communities
Local Communities
Advanced
Advanced
Self-Service
Self-Service

Features
Features
Catalogue
Catalogue

34

Extranet 2.0
Branded Partners/Customers ESN
(Extranet 2.0 “hub”)

VIP Private ESN
(Extranet 2.0 “Spoke”)

35

Extranet 2.0 — “Spoke” Networks (VIP)
Customer Logo / /style
Customer Logo style MBO action plans
MBO action plans

Quick Links ––Key
Quick Links Key
resources.
resources. Department project
Department project
communities
communities

Thought
Thought
Leadership
Leadership
blogs
blogs

News and views and
News and views and
video podcasts
video podcasts

Upcoming deadlines / /
Upcoming deadlines
events
events
36

Extranet 2.0 – Social CRM

37

What is Social CRM?

Traditional CRM

Customer Service

38 38

What is Social CRM?

Customer forums

Traditional CRM

Customer Service

39 39

What is Social CRM?
• Better interaction between
Customer forums customer service and the
rest of the company . . .
without any benefit to the
customer.

Traditional CRM

Customer Service

Social intranet

40 40

What is Social CRM?

• Customer service to
participate in social media
Social media
sites

Traditional CRM

Customer Service

41 41

What is Social CRM?

• To BroadVision, “Social
Social media CRM” means integrating
all of these to enable
Customer forums
better communication
Traditional CRM between customers,
customer service and
Customer Service other company
employees, whatever
Social intranet channel is used

42 42

Extranet 2.0 – Social CRM

A better, more effective,
more relevant social
extranet and CRM
solution

43

Summary

44

Enterprise 2.0

Business is
actually about
people and
conversations

45

Enterprise 2.0 – Undesirable Alternatives?

Forum

Blog
Wiki

Retrofitting 1.0 into 2.0 Point Solutions

46

BroadVision Clearvale
• A place to conduct next
generation eBusiness
• A place to engage
employees and
customers alike
– Improve knowledge flows
and collaboration
– Performance gains derived
from business immediacy,
agility, and productivity
• Software as a Service
• Native 2.0
47

Benefits ?

=

Engaged employees
+ engaged customers
= higher levels of revenue and profit

48

www.BroadVision.com

www.clearvale.com

49

The Future of the Enterprise is Change . . .

50

Clearvale overview for Social Intranet and Social CRM

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