The presentation covers a 3 point strategy and real examples on how to socially enable your applications to make your Business more effective and efficient
Integrate Social into YOUR Business Processes
Social ROI – What’s In It For the Business (WIIFB)
Social Adoption – What’s In It For Me (WIIFM)
NEW! updated use case examples
CX focuses on total Customer experience and processes from an Social Outside perspective.. This customer facing processes are directly related to corresponding internal processes of the employees of a company – as example CRM – Customer Relationship management. We call the socializing of these processes Social Inside.
Sun Microsystems/Oracle implemented a collaboration system which measures the impact of social re-use of content and correlated this social metrics with the standard Win/Loss metrics from Siebel CRM and Project Margin metrics from Oracle Project Accounting. Sales Opportunities with social re-use of content had an average of 14% higher win rate versus projects with non-reuse. Project implementations had an average of 20% higher margin versus projects with non-reuse.ROI Calculation Sales OpportunitiesRevenue : 11,000 Millions 80% of projects in project repository: 8,800 Millions15 % average Re-Use: 1,320 MillionsAverage win rate improvement : 10 %ROI: 132 Millions incremental revenue
Sun Microsystems/Oracle implemented a collaboration system which measures the impact of social re-use of content and correlated this social metrics with the standard Win/Loss metrics from Siebel CRM and Project Margin metrics from Oracle Project Accounting. Sales Opportunities with social re-use of content had an average of 14% higher win rate versus projects with non-reuse. Project implementations had an average of 20% higher margin versus projects with non-reuse.ROI Calculation Sales OpportunitiesRevenue : 11,000 Millions 80% of projects in project repository: 8,800 Millions15 % average Re-Use: 1,320 MillionsAverage win rate improvement : 10 %ROI: 132 Millions incremental revenue
Barclaycard Ring is the world's first community-designed credit card. Its cardmembers collaborate to build a better credit card experience. To be approved for the Ring card is to join an outspoken community, and to frequently convene for conversations about financial topics on the Ring website, which is endowed with a wealth of social tools. In an unprecedented move, Barclaycard has empowered members with: 1) Transparency in how Barclaycard makes money, including metrics on Ring's financial performance 2) Influence on what Ring's benefits, rates, rules and penalties are, facilitated by an idea submission and peer evaluation system 3) A share of Ring profits, with the option to donate profits to community-chosen charities 4) Gamification to drive positive cardmember behaviors, such as helping others and going paperless 5) A robust social experience at barclaycardring.com, with topical forums, ask-and-answer, idea-sharing, polls, blogs, and credits earned for community participationAfter launching in April 2012, the Lithium-powered Ring community is already generating positive returns. Barclaycard has combined Ring with other voice of the customer initiatives to decrease complaints by 50% and increase customer retention by 25%, resulting in an annualized benefit of over $10MM. This is a result of: 1) The 50+ crowdsourced customer ideas and suggestions that Barclaycard has already taken action on 2) The use of game dynamics to incent beneficial customer behaviors, such as paying on time and going paperless 3) The deeper understanding of customer needs and behaviors that Barclaycard has gained from polling members and observing their discussions in the community "Barclaycard Ring is a fantastic example of how Barclaycard US drives to be a customer-focused company," says Paul Wilmore, GM of Consumer Markets, Barclaycard US. "We believe this is the way all companies will engage with customers in the future."September 4 2012 to present
Sun Microsystems/Oracle implemented a collaboration system which measures the impact of social re-use of content and correlated this social metrics with the standard Win/Loss metrics from Siebel CRM and Project Margin metrics from Oracle Project Accounting. Sales Opportunities with social re-use of content had an average of 14% higher win rate versus projects with non-reuse. Project implementations had an average of 20% higher margin versus projects with non-reuse.ROI Calculation Sales OpportunitiesRevenue : 11,000 Millions 80% of projects in project repository: 8,800 Millions15 % average Re-Use: 1,320 MillionsAverage win rate improvement : 10 %ROI: 132 Millions incremental revenue
Sun Microsystems/Oracle implemented a collaboration system which measures the impact of social re-use of content and correlated this social metrics with the standard Win/Loss metrics from Siebel CRM and Project Margin metrics from Oracle Project Accounting. Sales Opportunities with social re-use of content had an average of 14% higher win rate versus projects with non-reuse. Project implementations had an average of 20% higher margin versus projects with non-reuse.ROI Calculation Sales OpportunitiesRevenue : 11,000 Millions 80% of projects in project repository: 8,800 Millions15 % average Re-Use: 1,320 MillionsAverage win rate improvement : 10 %ROI: 132 Millions incremental revenue