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IBM is re-defining “social” with its customers (*)Digital StrategyCustomer ExperienceManagement (integrated) Relations / Sales Social Social Mkt Presence/contacts SocialSocial Media: innovation Innovation channel Registration Media Commercepayed/earned Innovation product Social business Active listeningopen channels, Lead generation Process Data/Collection Processcontact surface Inside You Metrics Outside(FB, Twitter, Social SocialYoutube) Workplace Go To Mkt Integrated Workplace Distribution ops. Apps, Process Partners/Francisees Communities Collaboration prog.Social Business: Profiles Experts Process Feedbackowned channels, ...value-business programs,based on social data and Operationssocial interaction paradigms(i.e. Social Commerce, SocialCRM)
And helping customers (*) to extract social valuethrough the new social funnels ROI: Business Data, Social Data, Interactive data
Reaching a new class of results by effectively connecting the company and its processes with people-in-context 15x Click through Relations/Sales targeted mobile +20% +15% Social 7x Media Social Increasing number Increasing registration / of successful revenues ** Onboarding innovations ** Inside You Outside +30% -20% speed to access Reducing time knowledge and to market ** internal experts ** Operations ROI: Business Data,Sources:*Best Practices In User Experience (UX) Design, Forrester Research, Inc., September 4, 2009 Social Data,**McKinsey “Business and Web 2.0 ” Novembre 2011 Interactive data*** IDC TCO portal study 2006, IBM internal project data
IBM Customer Experience SuiteThe holistic experience platform to make social business:The Customer Experience Suiteis the multichannel customer experience Search Commerceplatform that enables organizations tobuild highly integrated and personalized Analyticssocial business solutions, allowing to:- Enhance workforce performances You Mobile Social tools- Connect People and Brand with and UCC Context, collect information, Portal enable analytics intuitive- Targeted content & front-end media- Create long term social and transactional relations across multiple channels, consistently http://tinyurl.com/IBMCUSTEXP
IBM Customer Experience Suite Portal templates – Ricca template library con oltre 40 tipologie di content E MPLEXA
IBM Customer Experience Suite Portal templates – Impostazione portali editoriali/operativi self service (esempio 15 mins)
IBM Customer Experience Suite Portal templates - Responsive design per Mobile web
Social@Avanzi = Retail / Fashionsell-out collaborativo/b2b, onboarding M&E, supportoIT Retail store Intranet, Extranet, Mobile, Internet • Prompt solutions: fast Integration/ development layer, social enabled H P O • Collaboration, Reciprocity, Altuism, Engagement, Starring. Social analytics.
Social@Mediaworld = Retail ElectronicsStore community, Experts communities, StoreoperationsIntranet/work/social Internet B2B com Social workforce Commerce B2C In context sales experts, Real time interaction Business Process Integration
Social@Luxottica = Manufacturing WW Network, Idea, Lean, Process, Governance Includes portal mashup between portal andGreen portal & Connections with singleInnovation sign on to ideajamOperationsknowledgemanagementIntranet Includes technical teamStore and forum to approveEngagement new community requestsMeetingOptimizationR&DIT Virtual TeamsOther projectcommunitiesInvestorRelations
IBM Customer Experience SuiteSocial (CRM) Business Strategy @ IBM: SOCIALBUSINESS ROI
IBM Customer Experience SuiteNew social business solutions for work/marketing/sales:1 – In+Out Social Collaboration / for operations, in&out connection active channel listening, 2 ways interaction, innovation, social crm.…2 – Social Registration / fast onboarding, social data gathering3 – Multichannel intutive front-end / contextual web & mobile experiences4 – Integrated digital marketing: campaign, personalization and targeting, empowered by data and individual multichannel analytics: Digital analytics - Sentiment / Reputation analytics - In store analytics5 – Social Commerce / embedding social business in commerce engagement and transactions
IBM Customer Experience SuiteSocial (BI) Business Strategy @ Amadori.it:Intranet Extranet Internet Socializing (data, people) Listening (Digital focus,Alerts)Timeline Reputation Sentiment Analytics Social Registration http://tinyurl.com/amadori
IBM Customer Experience SuiteSocial (BI) Business Strategy @ Amadori.it: SOCIALBUSINESS ROIBenefits:Significantly improved Amadori’s online profile, enabling thecompany to communicate more directly with younger consumersand increase consumer loyalty. Enabled the creation of an up-to-date database of consumer details. Defined webpage templatesenable new mini-sites to be created up to 40 percent faster,saving time and costs.Improving the quality of consumer data was another priority forAmadori. “We wanted to enhance the methods that we use tocontact the consumers in the physical world – such as ourcompetitions, for example – by achieving a deeper understandingof our market segmentation through the data collection providedby the mini-sites,” said Magnaghi.http://tinyurl.com/amadori
IBM Customer Experience SuiteSocial (sell) Business Strategy @ Moby.it/fr/de/uk…
IBM Customer Experience SuiteSocial (sell) Business Strategy @ Moby.it/fr/de/uk… Leve strategiche Stime ricavi incrementali Trade-off costi/benefici a regime Milioni €/anno Milioni € 2011-2013 Migliorare in real time churn rate ∼XX X,X preventivi/prenotazioni dello 0.5% su segmenti top SOCIAL BUSINESS circa X,X x 20 ROI X,X ∼0,XX Potenziale ricavi ** Costo* incramentali da Moby 2.0 X,X nuove tecnologie Obiettivi non supportabili da tecnologia sviluppata custom “in-house”