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Not just another communication channel
Source: Jive Software
39% increase in employee connections
32% more ideas generated & captured
37% increase in project collaboration and productivity
30% higher employee satisfaction
32% reduction in time to find answers
27% Reduction in emails recieved
Source: Jive Software
42% more communication with customers
34% higher brand awareness
34% more feedback and ideas from customers
27% increase in new customer sales
31% increase in customer retention
28% decrease in support call volume
Kern van Social is Dialoog
….maar er komt meer bij kijken
Social is een Rotwoord
……in de enterprise
Samenwerking
Network Geography
Time Structure
6 benefits of ESM
Increased Productivity
37%
Get to know what your
company knows
Faster and better
answers to questions
Engagement
27% less email
More innovation
§ Same usage as private soc. med.
§ Out of the flow
§ Undefined business purpose
§ No Plan
Key reasons for failure
§ Time § Freedom § Transparency § Confidentiality § Feel silly § Be ignored
Reasons not to participate
Best practice
Adoption program
Collective
Intelligence in
strategic domains
Structured Collaboration
Dynamic Collaboration
Community Management
Knowledge Management
Success criteria
Define goals for using ESM?
The ROI mystery Goals are too vague
Example goal: By having the departments claims handling, administration, client service, and sales communicate and collaborate with each other directly through our intranet we will shorten the time required to reply to a client request, complaint, claim, to max 1 day and improve the quality.
Find a Sponsor
Sponsor
Who will participate?
What’s in it for me?!
Set-up a community management organization
Formulate well!
Think about the reasons not to
participate
ü ESM strategy development
ü ESM scans & diagnosis
ü ESM technology selection
ü Collaborative Groups design
ü Adoption programs
ü Collaborative Groups management
ü ESM training & development
What we Do
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