1. IBM Social Business Strategy
and Collaboration Solutions
IBM Collaboration Solutions
WW Sales Enablement team
©2012 IBM Corporation

2. Line Of Business – Key to Social Business sales
65% of LOB buyers
will buy without IT
- Forrester 2011
© 2012 IBM Corporation 2

3. Social Business opportunity will reach $73B
in 2012 across Software, Services & Hardware
Solutions
$5B $4B $4B $4B Growing
by
Customer Product &
CHRO Workforce CSO VP
Industry Vertical $17B 13%
CMO Care & R&D Service
CFO Optimization Solutions
Insight Innovation
Consulting $16B
$35B 12%
IT Services $19B
Social Networking Social Analytics Social Content
Collaboration: $7B $2B $4B $16B 9%
Compliance, Business Process Management, Project Management
$3B
Hardware, Appliances $4B $ 4B 7%
Sources: ICS Strategy Analysis, IBM Market Analysis
© 2012 IBM Corporation 3

4. In 2012, we are focusing on 3 key Social
Business scenarios
Workforce Customer Care Product & Service
Optimization & Insight Innovation
© 2012 IBM Corporation 4

5. Workforce Optimization
Goals
Mobilize for speed & flexibility
Workforce
Optimization
Improve recruiting & onboarding
Retain expertise leaving the company
Cultivate creative leaders
Create a culture of sharing
COO, CFO, GM,
LOB, CIO, Increase employee engagement
CHRO
© 2012 IBM Corporation 5

6. Workforce Optimization
Mobilize for speed & flexibility
Goals Business Challenges Capabilities Solutions
Mobilize for • Non-collaborative culture • Facilitate communities for most • Intranet
speed and complex process, products, Experience
flexibility • Complex decisions Suite
• Forum for open communication
• Employee buy-in for real change across employees • Social
• Locating resources & coordinating Collaboration
• Executive Blog with video,
effort asking questions, … • Social Analytics
• Build cross silo working • IBM SmartCloud
relationships & culture Engage
• Provide intranet channel for • Compliance,
consistent messages, linkages Risk
to resources & experts Management &
Governance
© 2012 IBM Corporation 6

7. Workforce Optimization at TD Bank
• Expected resistance to keeping
branches open on Sunday…
• Used social environment for open
dialogue on the idea across company
• Allowed employees to voice concerns,
but …
• Allowed TD to respond quickly to
alleviate concerns
“We made our employees part of a highly
transparent decision making process
[Frustration] shifted to
pride and excitement about being
open on Sundays for our customers”
-- Wendy Arnott,VP of social media & digital communications, TD
Bank Group
© 2012 IBM Corporation 7

8. ICS Social Business Framework
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
© 2012 IBM Corporation 8

9. Workforce Optimization - Solutions, Products, Services
Ø IBM SmartCloud Engage
Consulting Ø Intranet Experience
Services Transform Envision Enable Adopt Optimize
Suite
Ø Websphere Portal
Access
Points /
Ø Lotus Notes / Domino
Experiences Ø IBM Sametime
Ø IBM Forms
Social Networking Social Content Social Analytics
Ø Mobile tools
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web Mobile Portal Accelerator
Ø
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social Ø Social Everywhere
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
© 2012 IBM Corporation 9

10. Workforce Optimization - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Collaboration Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
Ø Social Collaboration Ø IBM Connections Ø IBM Web Content Manager
Ø Social Content Management Ø IBM FileNet
Ø IBM Quickr
© 2012 IBM Corporation 10

11. Workforce Optimization - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management Ø Governance, Risk
Management &
Compliance for Social
Ø Actiance Vantage
Ø Lotus Protector
Delivery
Model
© 2012 IBM Corporation 11

12. Workforce Optimization - Solutions, Products, Services
Ø Quickstarts For Connections, Quickr, Sametime,
Ø Deployment Planning SmartCloud, Portal, Notes, Domino,
Ø Adoption Content Manager, Forms
Ø Optmization
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
© 2012 IBM Corporation 12

13. Customer Care & Insight
Goals
Customer Care Enhance Customer Relationships"
& Insight
Increase Products per Customer"
Accelerate Customer Responsiveness"
Improve Brand Loyalty"
Optimize Service across Channels"
CMO, VP Sales, VP
Customer Service
Increase Success of Marketing Campaigns"
© 2012 IBM Corporation 13

14. Customer Care & Insight
Enhance Customer Relationships"
Goals Business Challenges Capabilities Solutions
Enhance • Knowledge about customers spread • Build dynamic customer- • Customer
customer widely across organization personalized information Experience Suite
relationships sources
• Customers can’t find information to their • Intranet
specific situations • Create internal spaces for Experience Suite
involved employees to discuss
• Customer experience varies broadly per-customer issues • Cognos
across many channels Customer Insight
• Create public communities for
customer-facing roles and
customers to converse (e.g.,
SXC Healthcare)
• Track per-customer
participation across education,
marketing events, sales
meetings, etc.
© 2012 IBM Corporation 14

15. Customer Care & Insight - SXC Health Solutions
“Some of our best ideas “Great IBM social tools allow
come from our customers” our employees to collaborate
regardless of location”
© 2012 IBM Corporation 15

16. Customer Care & Insight - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Ø Customer Experience
Suite
Access Ø Intranet Experience Suite
Points /
Experiences
Ø Websphere Portal
Social Networking Social Content Social Analytics
Ø IBM Sametime
Ø IBM Forms
Mail, presence indicator, meetings, Web content editing, social portal,
Ø Web Content Manager
Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business Ø Mobile Portal Accelerator
Services
Process Governance and Lifecycle
Management
Delivery
Model
© 2012 IBM Corporation 16

17. Customer Care & Insight - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
Ø Social Collaboration Ø IBM Connections Ø Unica
Ø Social Analytics Ø Cognos Customer Insight Ø SPSS
Ø Social Content Management Ø CoreMetrics Ø Filenet
© 2012 IBM Corporation 17

18. Customer Care & Insight - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Ø Governance, Risk
Management &
Compliance for Social
Delivery Ø Actiance Vantage
Model
© 2012 IBM Corporation 18

19. Customer Care & Insight - Solutions, Products, Services
Ø Quickstarts For Connections, Quickr, Sametime,
Ø Deployment Planning SmartCloud, Portal, Domino, Content
Ø Optimize Manager, Forms
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
© 2012 IBM Corporation 19

20. Product & Service Innovation
Goals
Product &
Radically Innovate Models, Markets, Products
Service
Innovation
Increase Speed of New Products to Market
Innovate Through Partnerships
Cultivate Networks & Communities of Expertise
COO, VP Product Dev,
Chief Design Officer, Increase Quality of New Products & Services
VP Research
© 2012 IBM Corporation 20

21. Product & Service Innovation
Radically Innovate Models, Markets, Products
Goals Business Challenges Capabilities Solutions
Established • Islands of expertise • Build communities to brings • Social
academic and teams together Collaboration
other partners • Lack of collaboration across
to accelerate similar teams • Build cross silo working • Social Content
innovation relationships Management
• Limited Expertise in certain areas
• Build culture with consistent, • Intranet
• Inflexible legacy models, products, role based messages & Experience
infrastructure conversations Suite
• Connect to contextual
expertise & resources
• Build external partnerships
across the supply chain
• Crowdsource ideas with
partners & customers
© 2012 IBM Corporation 21

22. Product & Service Innovation at Asian Paints
Transforming their core business model
Selling paint products Design & décor
services
Needed to:
l Foster a Culture of Innovation
l Facilitate multinational cultural perspective
l Crowdsource ideas from ecosystem of partners, interior designers, retailers
© 2012 IBM Corporation 22

23. Product Innovation - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Ø Intranet Experience Suite
Ø Websphere Portal
Access
Points /
Ø Lotus Notes / Domino
Experiences Ø IBM Sametime
Ø IBM Forms
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
© 2012 IBM Corporation 23

24. Product Innovation - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
Ø Social Collaboration Ø IBM Connections Ø IBM Web Content Manager
Ø Social Content Management Ø IBM Quickr Ø IBM FileNet
© 2012 IBM Corporation 24

25. Product Innovation - Solutions, Products, Services
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management Ø Governance, Risk
Management &
Compliance for Social
Ø Actiance Vantage
Ø Lotus Protector
Delivery
Model
© 2012 IBM Corporation 25

26. Product Innovation - Solutions, Products, Services
Ø Quickstarts For Connections, Quickr, Sametime,
Ø Deployment Planning SmartCloud, Portal, Notes, Domino,
Ø Optimization Content Manager, Forms
Consulting
Services Transform Envision Enable Adopt Optimize
Access
Points /
Experiences
Social Networking Social Content Social Analytics
Mail, presence indicator, meetings, Web content editing, social portal, Sentiment analysis in real time, web
joint editing, blogs, wikis and more shared files / folders and more analytics, smart filtering & more
Social
Business
Services
Process Governance and Lifecycle
Management
Delivery
Model
© 2012 IBM Corporation 26

27. Focus for Value-based selling to Line of Business
Product & Service Customer Care Workforce
Innovation & Insight Optimization
VP Product Dev, Chief Design CMO, VP Sales, VP COO, GM, LOB, VP
Officer, COO Customer Service HR, CIO
VP Research
© 2012 IBM Corporation 27

28. Cross-IBM Social Business offerings
Smarter Commerce Collaborative Decisioning
Cognos 10 + Connections
Sterling Commerce, Core metrics,
Unica, Custmer Expereince Advanced Case
suite,Cognos Consumer Insight, IBM Management
Case Manager FileNet + Connections
Case Manager + Sametime
Community Insights Social Augmented BPM
Cognos Consumer Insight + Lombardi /
Connections; Cognos BI + WebSphere Process Server +
Connections Connections (planned)
Social Software
Governance, Risk Engineering
Management, Compliance Rational Jazz + Connections +
Tivoli directory, identity, and Sametime
security mgmt. products +
Connections + Vantage +
SmartCloud
Social Information
Social Application Management
Middleware DB2 products + Cognos +
WebSphere products + Cognos + Connections, etc.
Connections, etc.
© 2012 IBM Corporation 28

29. Why IBM?
Our value proposition is stronger than any of our competitors...
Market-Leading Software,
Strategic Services,
Wide Industry Perspective,
Technical thoughtleadership,
Global Infrastructure
…combined brings a full social business transformation to clients
Platform
Ø IDC identified IBM as the
marketshare leader in Social
Software Platform Providers two years
Incumbents
Soci
Insurgents
in a row1
al
Busi
ness Ø Gartner ranked IBM in the Leader
Quadrant for Social Software in the
Workplace for third year.2
Application Ø Forrester Wave on Enterprise
Social Platforms ranked IBM as a
Leader.3
Sources: 1. IDC, “Worldwide Social Platforms Vendor Shares,” Jun 2011. Doc #228808 2. Gartner, Inc. "Magic Quadrant for Social Software in the Workplace" by Nikos
Drakos et al., Aug. 25, 2011 3. The Forrester WaveTM: Enterprise Social Platforms, Q3 2011. August 24, 2011 © 2012 IBM Corporation 29

30. Social Business AGENDA
A Align Organizational Goals & Culture
Social Business
G Gain Social Trust
E Engage through Experiences
N Network Your Business Processes
D Design for Reputation & Risk Management
A Analyze Your Data
© 2012 IBM Corporation 30

31. What do you do next?
SocialBusiness University
Online resource to find detailed information
by Line of Business scenarios, Industry, and
Products & Solutions across ICS and IBM
http://swglearning.raleigh.ibm.com/sbuniversity
© 2012 IBM Corporation 31

32. ©2012 IBM Corporation