Presentation delivered to JiveWorld13 to help Jive Customers with value models proving both employee (internal) and customer (external) community programs.

1. join the conversation - #JiveWorld
Advanced Measurement Part
Two: Measurement
Frameworks to Prove Your
Community Program’s
Business Value
CLAIRE FLANAGAN, JOSH RICHAU &
IAIN GOODRIDGE
JIVE SOFTWARE

2. 2 © Jive Software
What have you done for me lately?
“You told me you delivered
business results, but that was 2
years ago. Why should we keep
this running now?”
CIO, global company
“I’m the new CEO and I’m not
convinced that this Jive thing is
making our business better.”
CEO, any enterprise

3. 3 © Jive Software
You might be measuring...
• Number of blog posts
• Number of comments
• How many groups
• Number of documents
• Registered users
• Active users
• Top participants
• Page views
… and so on

4. 4 © Jive Software
...but your execs care about
Increased
Growth, revenue
Productivity
New logos
Innovation
Satisfaction
Decreased
➡ Costs
➡ Time to market
➡ Time to resolution

5. 5 © Jive Software
Jive can help
CUSTOMER)RESULTS/BENCHMARKING)
ROI/BUSINESS)VALUE)MODELS)
PRODUCT)IMPROVEMENTS)
%
$

6. 6 © Jive Software
15%
of Jive customers
reported an increase in
employee productivity*
*independently verified by a top 3 global consulting firm
Source: Jive Customer Survey (November 2012) conducted by Top 3 global consulting firm

7. 13% reduction in call escalations
16% increased first call resolution
8% reduction in call volume
Customers report real value
© Jive confidential7Source: Jive Customer Survey (November 2012) conducted by Top 3 global consulting firm

8. 2-4% revenue impact
34% time to find answers
15% employee productivity
Customers report real value
© Jive confidential8

9. 9 © Jive Software
Business value benefits of Jive
MORE
OF WHAT
YOU WANT
LESS OF
WHAT YOU
DON’T
As measured by a Top 3 Global Business Consulting Firm who
surveyed Jive’s customers in December 2012
Strategic
alignment
+2-4%
Revenue
+15%
Employee
productivity
-34%
Reduction in
search time
-16%
Meetings
-21%
Email load
Deal
management
+8%
# deals/year
+12%
Win rate
-22%
Deal cycle time
Sales
enablement
+13%
Sales/rep
-23%
Sales rep
onboarding time
Marketing
campaigns
+15%
Annual campaigns
launched
+28%
Faster collateral
development
Customer
service
+16%
First call resolution
-9%
Total cost
-8%
Call volume
-13%
Call escalation
-13%
Campaign
development time

10. 10 © Jive Software
More people can perform like your best people
Top PerformersAverage PerformersBottom Performers
More people who are
50% more productive
than average
Fewer people who are
50% less productive
than average
!1% !17% "18%
performance
Jive customers see 15% " productivity, 4% " revenue.
With Jive
Source: Jive Customer Survey (November 2012) conducted by Top 3 global consulting firm

11. 11© Jive Software
Your job: value detective
1. Track activity
2. Measure sentiment
3. Watch for clues
4. Interview
5. Extract impact
6. Find financial gurus
if you’re not one
7. Engage Jive Value Desk
we can help
8. Tell the value story
before, after

12. JIVE CAN HELP YOU:
BUSINESS VALUE
MODELING

13. Pain: Difficult to find information and experts outside of
own group. Wasted team productivity and task duplication
• Too much time spent trying to find experts
• Too many email threads
• Knowledge lost in inbox
• Too long to onboard new people
Product Mgr
“Don’t know.
Cc: Marnie, do you know?”
Q: “Have we
done this before?”
“Don’t know.
Cc: Jim, do you know?”
“I think so.
Cc: Lyle, who
did this before?”
© Jive confidential13

14. 14 © Jive Software
After: Jive to ask questions
Facilitates finding answers from someone you didn't know to ask
Product Mgr
@ mention
@ mention
Q: “Have we
done this before?”
A: “Yes. See this.”
Decrease time to search for info/experts
Reduce time wasted in email
Reduce time to onboard new hires/team
esT)
eeT)
eoT)

15. Pain: Difficult to keep track of actions and decisions across
multiple, disconnected tools. Wasted team productivity
• Too many document versions flying around
• Too many disjointed email threads
• Actions and decisions go unrecorded
• Too many meetings
“Is someone answering
these questions from
the customer?”
“Did you put this
in SFDC?”
“Did anyone write down
the action items from
our meeting?”
“Let’s meet in
the conference room to
discuss action items.”
“I put that huge document
in Box. Too big for email.”
“Here’s the latest version
of our document.”
“Isn’t the latest
document version
in SharePoint?”
“Someone just cc:ed me
on this email. What am I
supposed to do?”
© Jive confidential15

16. 16 © Jive Software
After: Jive For Purpose-Built Work
Facilitates team collaboration, decisions, taking action in workstream with
business systems of record. Structured outcomes provides evidence
Email/productivity ECM/DMSCRM/ERP
PURPOSEFUL
PLACE
Any website
Decrease wasted meeting time
Reduce time wasted in email
Reduce time to complete work process, tasks
emT)
eeT)
Pg)

17. 17 © Jive Software
ROCE gains
from the social
intranet $
Ave. employee
time searching
email
Ave. employee
time consumed
in meetings
Ave. employee
time searching
for information
Ave. employee
onboarding
time
Ave. employee
support tickets
Ave %
productivity
gains
reduced time to
do business
activity
Ave.
knowledge
worker salary
S = (W eeT emT esT eoT etT, Pg)
Social intranet ROI model
Reduc>on))
Before)vs.)aEer)

18. 18 © Jive Software
Social intranet:
Detecting the drivers
S = (W eeT emT esT eoT etT , Pg )
ROCE gains
$
Avg. employee time
searching email
Avg. employee time
consumed in meetings
Avg. employee time
searching for info
Avg. employee
onboarding time
Avg. employee support
tickets
Avg. %
productivity gains
Avg. knowledge worker
salary
Driver Benchmark How can you measure?
Decrease)>me)
wasted)reading/)
searching)email)
!!21%!! 1) Survey.!If!“agree”!ask:!Please!es8mate!%!email!volume!decrease!(might!
want!to!measure!“unproduc8ve!email”)!
2) Focus!on!aEachment!reduc8on!i.e.!less!email!with!15Mb!PowerPoints;!ask!
IT!to!provide!reports!on!the!exchange!server!
Decrease)>me)
spent)in)mee>ngs/)
week)
!!16%! 1) Survey.!If!“agree”!ask:!Please!es8mate!%!mee8ng!decrease!
2) Use!analy8cs!to!monitor!structured!outcomes!(marked!as!decision,!final,!
official,!success)!
Decrease)>me)to)
search/find)
informa>on)
!!34%! 1) Survey.!If!“agree”!ask:!Please!es8mate!%!8me!decrease!to!find!right!
answer/expert!!
2) Jive!Business!Analy8cs!provides!insight!into!“Successful!Search”!
Reduce)employee)
onboarding)>me)
!!23%! 1) Survey,!interviews!with!employees!and!HR/BU!staff!responsible!for!
onboarding.!If!“agree”!ask:!Please!es8mate!%!8me!decrease!in!onboarding!
2) Jive!Business!Analy8cs!to!iden8fy!“onZboarded”!users!
Reduce)(internal))
help)desk)>ckets)
!!8%! Monitor!exis8ng!8cke8ng!systems,!volume!metrics!
Improve)
produc>vity)
"15%! 1) Survey.!If!“agree”!ask:!Please!es8mate!%!8me!saved!in!this!business!
process/use!case!
2) Use!analy8cs!to!monitor!structured!outcomes!(marked!as!decision,!final,!
official,!success).!Follow!up!with!interviews!to!translate!into!value/8me!

19. 19 © Jive Software
Pain: customer support complex and time
consuming, difficult to find right answers
• Knowledge base updated periodically by
vendor, not always relevant
• Customer can’t self-resolve, phone support
expensive, offers poor experience
• Knowledge limited to agent experience or
“next door” colleague; increases call
escalations
• Tier 1 reps handling lots of low-level issues,
causes low job engagement/excitement
• Increasing product complexity and shorter
rev cycles make training more difficult
• Difficult to get real-time feedback on product
issues/performance

20. 20 © Jive Software
After: Use Jive for effective customer support
Visual, intuitive community for effective customer peer support, agent
knowledge base. On any device
Increase community peer-to-peer support
Reduce time to resolve cases
Reduce time to find correct answers
CR)
ET)
Pg)

21. 21 © Jive Software
Savings from
peer support
Ave time to
close a case
Total support
cases
Support cases
answered by
community
Customers
searching for
answers
Questions
posted on
community
Avg. %
productivity
gains
Avg.
call center
employee
salary
S = (W ET C∑ − CR)+(US − PC)ET, Pg∑∑
Customer support ROI model

22. 22 © Jive Software
Savings from
peer support Avg. time to
close a case
Total support
cases
Support
cases
answered by
community
Customers
searching for
answers
Questions
posted on
community
Avg. %
productivity
gains
Avg. cost
center
employee
salary
S = (W ET C∑ − CR)+(US − PC)ET, Pg∑∑Customer support
Detecting the drivers
Driver Benchmark How can you measure?
Decrease)inRbound)
incidents)via)
customer)selfR
service)
!!8%!! 1) Help!desk!metrics!inbound!8cket!traffic!before!vs.!aer!community!
2) Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!perceived!%!
decrease!in!help!desk!traffic!
Increase)%)in)first)
call)resolu>on)
"!16%! 1) Help!desk!metrics!first!call!resolu8on!before!vs.!aer!community!
2) Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!perceived!%!
increase!in!FCR!
Decrease)%)in)call)
escala>on))
!!13%! 1) Help!desk!metrics!re:!escala8on!before!vs.!aer!community!
2) Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!perceived!%!
decrease!in!help!desk!escala8on!
Reduce)%)in)call)
length)(beTer,)
effec>ve)
knowledge)base)
for)support)desk))
!!15%! 1) Help!desk!metrics!re:!avg.!call!length!before!vs.!aer!community!
2) Survey!help!desk!staff.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!
decrease!in!help!desk!call!dura8on!

23. 23 © Jive Software
Pain: disconnected engagement with
prospects, customers, partnersAwareness
Consideration
Preference
Purchase
Loyalty
and
advocacy
Prospects
Disregarding Marketing’s message
Customers
No platform for dialog with company or peers
Sales and Channel Partners
Slow to ramp, disconnected, minimal mindshare to
updates and tools

24. 24 © Jive Software
After: end-to-end market, customer engagement
Partner enablement, customer engagement, campaign development, new
product launches
Reduce cost for in-person events
Reduce agency fees through effective collab
Reduce costs, time for partner onboarding
IP)
Ac)
Pg)

25. 25 © Jive Software
S = (IP Ac Pp Dt Pc, Pg)∑
Marketing cost
savings
Reduction in
in-person
events
Reduction in
external
agency costs
Reduction in
printed
collateral costs
Time saved
creating
content
Total in-bound
calls from
channel
partners
Avg. %
productivity
gains
External community ROI model

26. 26 © Jive Software
S = (IP Ac Pp Dt Pc, Pg)∑
Marketing
cost savings Reduction in
in-person
events
Reduction in
external
agency
costs
Reduction in
printed
collateral
costs
Time saved
creating
content
Total in-
bound calls
from
channel
partners
Avg. %
productivity
gains
External Community
Detecting the drivers
Driver Benchmark How can you measure?
Reduc>on)in)inR
person)events)
!!20%!! YoY!budget!comparison!(factored!for!growth)!
Reduced)agency)
costs)
"!10%! YoY!budget!comparison!(factored!for!growth)!
Reduced)collateral)
prin>ng)costs)for)
channel)partners)
!!25%! 1) YoY!budget!comparison!(factored!for!growth)!
2) Review!two!completed!launches!one!from!preZcommunity!or!partner!
involvement!
Reduced)>me)
developing))
marke>ng)content)
!!28%! 1) Review!two!completed!launches!one!from!preZcommunity!or!partner!
involvement!
2) Survey!staff.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!decrease!in!
8me!to!develop!marke8ng!collateral!
Reduc>on)in)inR
bound)calls)from)
channel)partners)
!!14%! 1) Survey!staff.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!decrease!in!#!
of!inbound!calls!as!a!result!of!community!
2) Survey!partners.!If!“agree”!ask:!Please!es8mate!avg.!perceived!%!decrease!
in!#!of!calls!as!a!result!of!finding!informa8on!or!geang!ques8ons!
answered!in!the!community!

27. 27 © Jive Software
Equation Description
Savings (impact)
Our benchmark
productivity gains
Total (sum) of support
calls, or similar
Used often. In this
example, average
employee email time

28. TOOLS FOR MEASURING
BUSINESS VALUE
Josh Richau
Senior Director, Product Management
Jive Software

29. Impact metrics
• Know if your message is
getting through
• Identify (and repeat) the tactics
that work
• Measurable impact
• Ensure your organization is
aligning with your strategic
direction
© Jive confidential29

30. 30 © Jive Software
Structured outcomes
Drive results
Highlight who is
doing what
Eliminate confusion
Find useful info fast
Mark as:
• Helpful
• Correct
• Needs Action
• Final
• Official
• Success
• Outdated
All collaboration platforms focus on TALK.
Jive facilitates conversations that result in ACTION.

31. 31© Jive Software
Jive Business Analytics
Behavioral Reporting
• Understand what users
are achieving at a use
case level
Employee Productivity
• Are my employees being
productive?
• Are they being on-
boarded effectively?
• Are they finding the
information they need?
• Are they strategically
aligned?

32. 32 © Jive Software
• Filter results by demographics
• Identify groups that are
performing or struggling
Actionable

33. 33 © Jive Software
• Use best practice rules to
identify stereotypes of behavior
• Optionally configure thresholds,
rules, terminology
Behavioral modeling

34. 34 © Jive Software
Data Export API
• https://api.jivesoftware.com/analytics
• Business Users
• BI Support