This document discusses intrapreneurship, which refers to entrepreneurial behavior within an existing company or organization. It provides examples of successful intrapreneurship programs at companies like Lockheed Martin, 3M, Sony, Microsoft, and Google. The document argues that intrapreneurship can be applied to customer and product support areas through collaboration, innovation, and motivation among support teams. This allows for proactive solutions, user feedback integration, problem solving, professional development and increased morale within support organizations.

1. Intrapreneurship
in
Customer Support
Dhamana Shakespeare-Turner

2.  Intrapreneur vs. Entrepreneur
 Success Stories
 Application and Uses in
Customer Support

3. What is an
“Intrapreneur”?

4. The Intrapreneur
An ‘In-house Entrepreneur’
 Collaboration
 Innovation
 Motivation

5. The Intrapreneur
 Proactive Solutions/New Product
 Focus on Business-to-Business (B2B)
 Renewed/Increased Morale
 Career Expansion/Exploration
 Profit

6. …versus Entrepreneur
 Innovation
 Motivation
 Focus on Business-to-Consumer (B2C)
 Limited Resources
 External Competition

7. Intrapreneurship
Success Stories

8. Lockheed Martin
Advanced Development Programs (ADP)
◦ Many famous aircraft
designs,including the
P-80 Jet Fighter
3M
◦ Post-it® Notes
Public domain image from Wikipedia:
http://en.wikipedia.org/wiki/File:Lockheed_P-80_PN-155.jpg
Success Stories

9. Sony Labs
◦ Sony PlayStation
Microsoft
◦ Xbox Console
Google
◦ Gmail
◦ Google Sky
Success Stories

10. Applications to
Customer and
Product Support

11. Collaboration
MotivationInnovation

12. COLLABORATION
UAT
User
Feedback
Admin
Feedback
Report
Review

13. INNOVATION
Proactive
Solutions
Problem
Solving
Creative
Thinking

14. MOTIVATION
Morale
Professional
Development
Efficiency &
Effectiveness
Passion