The document discusses IBM's social business strategy and solutions. It highlights how IBM is helping customers extract value from social interactions and data through solutions like the Customer Experience Suite. The suite provides tools for social collaboration, digital marketing, commerce, analytics and more. Examples are given of how the suite has been implemented for customers in various industries to improve operations, innovation, sales and marketing.
20. IBM is re-defining “social” with its customers (*)
Digital Strategy
Customer Experience
Management (integrated) Relations / Sales
Social Social Mkt
Presence/contacts Social
Social Media: innovation
Innovation channel
Registration Media
Commerce
payed/earned Innovation product Social business
Active listening
open channels, Lead generation
Process
Data/Collection
Process
contact surface Inside You
Metrics
Outside
(FB, Twitter, Social Social
Youtube) Workplace Go To Mkt
Integrated Workplace
Distribution ops.
Apps, Process
Partners/Francisees
Communities
Collaboration prog.
Social Business: Profiles
Experts
Process
Feedback
owned channels, ...
value-business programs,
based on social data and Operations
social interaction paradigms
(i.e. Social Commerce, Social
CRM)
21. And helping customers (*) to extract social value
through the new social funnels
ROI:
Business Data,
Social Data,
Interactive data
22. 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
23. IBM Customer Experience Suite
The holistic experience platform to make social business:
The Customer Experience Suite
is the multichannel customer experience Search Commerce
platform that enables organizations to
build highly integrated and personalized Analytics
social 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
24. IBM Customer Experience Suite
Portal templates – Ricca template library con
oltre 40 tipologie di content
E
MPL
EXA
25. IBM Customer Experience Suite
Portal templates – Impostazione portali
editoriali/operativi self service (esempio 15
mins)
27. Social@Avanzi = Retail / Fashion
sell-out collaborativo/b2b, onboarding M&E, supporto
IT Retail store Intranet,
Extranet, Mobile, Internet
• Prompt solutions: fast Integration/
development layer, social enabled H
P
O
• Collaboration, Reciprocity, Altuism,
Engagement, Starring. Social
analytics.
28. Social@Mediaworld = Retail Electronics
Store community, Experts communities, Store
operations
Intranet/work/social Internet B2B com
Social
workforce
Commerce B2C
In context sales experts,
Real time interaction
Business Process Integration
29. Social@Luxottica = Manufacturing
WW Network, Idea, Lean, Process, Governance
Includes portal mashup
between portal and
Green portal &
Connections with single
Innovation
sign on to ideajam
Operations
knowledge
management
Intranet Includes technical team
Store and forum to approve
Engagement new community requests
Meeting
Optimization
R&D
IT Virtual Teams
Other project
communities
Investor
Relations
31. IBM Customer Experience Suite
New 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 gathering
3 – Multichannel intutive front-end / contextual web & mobile experiences
4 – Integrated digital marketing: campaign, personalization and targeting,
empowered by data and individual multichannel analytics:
Digital analytics - Sentiment / Reputation analytics - In store analytics
5 – Social Commerce / embedding social business in commerce
engagement and transactions
32. IBM Customer Experience Suite
Social (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
33. IBM Customer Experience Suite
Social (BI) Business Strategy @ Amadori.it:
SOCIAL
BUSINESS
ROI
Benefits:
Significantly improved Amadori’s online profile, enabling the
company to communicate more directly with younger consumers
and increase consumer loyalty. Enabled the creation of an up-to-
date database of consumer details. Defined webpage templates
enable new mini-sites to be created up to 40 percent faster,
saving time and costs.
Improving the quality of consumer data was another priority for
Amadori. “We wanted to enhance the methods that we use to
contact the consumers in the 'physical' world – such as our
competitions, for example – by achieving a deeper understanding
of our market segmentation through the data collection provided
by the mini-sites,” said Magnaghi.
http://tinyurl.com/amadori
35. IBM Customer Experience Suite
Social (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”