21st Century Collaborative Enterprises: The Business Case

transcript

21st Century Collaborative Enterprises:The Customer Case

KMWorld 2011

Sameer PatelSovos Group

@sameerpatel

Sameer.patel@sovosgroup.com

Sameer Patel

Twitter: @sameerpatel

Blog: pretzellogic.org

sameer.patel@sovosgroup.com

Web: sovosgroup.com

The Social Web and The Changing Customer Contract

Implications of this Shift on Business

How 21st Century Enterprises Need to Capitalize on The Opportunity

3sameer.patel@sovosgroup.com| @sameerpatel

A deep proficiency that enables a company to deliver unique value to customers.

- Gary Hamel, CK Prahalad

Core Competency

Building Relationships is the new Core Competency

WHY? The Emergence

of the Connected,

Social Customer

Sales &Marketing<<

You Controlled the Message

Your Prospect and Customers

Their Money

sameer.patel@sovosgroup.com| @sameerpatel

Not Anymore

Your Prospect and Customers

Their Networks

Their Money

Access to social and traditional web content now equalized

Prospects and

Customers

…How you provide

Service…How you

Engage with Them

…How you Innovate

The Customer Contract is Changing

Implications of the Social Customer

Engagement. Not Data

They want the Best Answers….And Only From the Experts.

Minimal Latency

Global Competency yet Local Relevancy

Goods Sold =

Ability to Satisfy

Goods Sold =

Goods Produced

The Enterprise 1.0 Dilemma

We’re Optimized. For Silos

“The Enterprise 1.0 Dilemma”

How We Market…How We Design and Fulfill…How We Operate…

The Case for the Collaborative Enterprise

How We Market Today?How We Market Today

The Result

How We Market Today?

How We Market Today

Marketing and

Support

Customers

The Best Minds Are Shut Out

Partners

Employees

EmployeesEmploye

esEmployeesSuppliers

The Silo’d Enterprise

Marketing in the 21st Century Collaborative Enterprise

Marketing and Support

R&D Product Design

Suppliers

Partners

CUSTOMERS

Wrap the Best Minds Around Customer Needs

How we Innovate and Produce today

R&D and Innovation Production and Support

Operationally Efficient for Ourselves

Innovation - Global Competency / Local Relevancy

R&D and Innovation Production and Support

CUSTOMERCUSTOMERINNOVATION

Consumers Operates in the ‘Me’ Web

Consumers

Engagement

Content

How Customers Engage

Data Content Engagement

Enterprises Operate in the ‘Systems’ Web

How Organizations Engage. Well They Don’t!

How Organizations Engage

Heightened risks and costs of building, marketing and selling productsIneffective engagement models to sell what customers want to buy

Today’s Process Centric Design

Organizations Operate in the ‘Systems’ Web28sameer.patel@sovosgroup.com| @sameerpatel

`Designing Around the Needs of the Customer

Process Engagement+Business Activity

How the 21st Century Collaborative Enterprise Operates

People At The Core of Business Activity

Customer Centricity

Understand the operational and financial metrics you need to impact and build an execution plan accordingly

ENTERPRISE 2.0 – What is it?

Customer Centricity

Operational Efficiency

Innovation

Drive Revenue

Lower Cost

Reduce Risk

Employees, Customers and

Partner Collaboration

Team Efficiencies

Operational Metrics

Financial Metrics

Do’s and Don’ts

Summarizing the Opportunity

ENTERPRISE 2.0 – What is it?The Opportunity

The Social Web exposes the true sentiment and needs of your customers….

Collaborative Enterprises Drastically Reduces Customer Acquisition Costs….

You Own Most of the Ingredients Already….

36Sameer.patel@sovosgroup.com| @sameerpatel

And The Collaborative Enterprise comes for an attractive ROI.

Sameer Patel

Twitter: @sameerpatel

Blog: pretzellogic.org

sameer.patel@sovosgroup.com

Web: sovosgroup.com

Thanks

About Sovos

• Strategy and Execution Consulting Firm

• Focus: Helping organizations accelerate business performance with the strategic use of social and collaborative technologies

• Employee & Workplace Performance

• Process Performance – Sales and Marketing– Partner Relationships– Customer Engagement

About Sovos

About Focus

Team Experience: Sun/Oracle, Cisco, McKesson, Merck, CA, Sony PlayStation, Sabre, KPMG, amongst others

About Sovos

Leadership Workshops: Identify where collaboration can in fact accelerate workplace and process performance

Strategy and Execution Planning engagements Operational and Program Design for scalable rollouts Go to Market and Competitive Assessments for social

software

What We Do