Upload
sameer-patel
View
5.226
Download
1
Embed Size (px)
DESCRIPTION
Citation preview
21st Century Collaborative Enterprises:The Customer Case
KMWorld 2011
Sameer PatelSovos Group
@sameerpatel
The Social Web and The Changing Customer Contract
Implications of this Shift on Business
How 21st Century Enterprises Need to Capitalize on The Opportunity
[email protected]| @sameerpatel
A deep proficiency that enables a company to deliver unique value to customers.
- Gary Hamel, CK Prahalad
Core Competency
Building Relationships is the new Core Competency
[email protected]| @sameerpatel
WHY? The Emergence
of the Connected,
Social Customer
7
Sales &Marketing<<
You Controlled the Message
Your Prospect and Customers
Their Money
[email protected]| @sameerpatel
>
Not Anymore
8
Your Prospect and Customers
Their Networks
Their Money
[email protected]| @sameerpatel
[email protected]| @sameerpatel
Access to social and traditional web content now equalized
Prospects and
Customers
…How you provide
Service…How you
Engage with Them
…How you Innovate
The Customer Contract is Changing
[email protected]| @sameerpatel
Implications of the Social Customer
They want the Best Answers….And Only From the Experts.
Implications of the Social Customer
Global Competency yet Local Relevancy
[email protected]| @sameerpatel
Goods Sold =
Ability to Satisfy
Implications of the Social Customer
Goods Sold =
Goods Produced
How We Market…How We Design and Fulfill…How We Operate…
The Case for the Collaborative Enterprise
How We Market Today?How We Market Today
The Result
How We Market Today?
How We Market Today
Marketing and
Support
Customers
The Best Minds Are Shut Out
Partners
Employees
EmployeesEmploye
esEmployeesSuppliers
The Silo’d Enterprise
Marketing in the 21st Century Collaborative Enterprise
Marketing and Support
R&D Product Design
Suppliers
Partners
CUSTOMERS
Wrap the Best Minds Around Customer Needs
How we Innovate and Produce today
R&D and Innovation Production and Support
Operationally Efficient for Ourselves
Innovation - Global Competency / Local Relevancy
R&D and Innovation Production and Support
CUSTOMERCUSTOMERINNOVATION
[email protected]| @sameerpatel
Consumers Operates in the ‘Me’ Web
Consumers
Engagement
Data
Content
How Customers Engage
[email protected]| @sameerpatel
Data Content Engagement
[email protected]| @sameerpatel
Enterprises Operate in the ‘Systems’ Web
X X
How Organizations Engage. Well They Don’t!
How Organizations Engage
Heightened risks and costs of building, marketing and selling productsIneffective engagement models to sell what customers want to buy
Today’s Process Centric Design
Organizations Operate in the ‘Systems’ [email protected]| @sameerpatel
`Designing Around the Needs of the Customer
Process Engagement+Business Activity
How the 21st Century Collaborative Enterprise Operates
How the 21st Century Collaborative Enterprise Operates
People At The Core of Business Activity
Customer Centricity
Customer Centricity
Understand the operational and financial metrics you need to impact and build an execution plan accordingly
ENTERPRISE 2.0 – What is it?
Customer Centricity
Operational Efficiency
Innovation
Drive Revenue
Lower Cost
Reduce Risk
Employees, Customers and
Partner Collaboration
Team Efficiencies
Operational Metrics
Financial Metrics
Do’s and Don’ts
[email protected]| @sameerpatel
ENTERPRISE 2.0 – What is it?The Opportunity
The Social Web exposes the true sentiment and needs of your customers….
[email protected]| @sameerpatel
ENTERPRISE 2.0 – What is it?The Opportunity
34
Collaborative Enterprises Drastically Reduces Customer Acquisition Costs….
[email protected]| @sameerpatel
ENTERPRISE 2.0 – What is it?The Opportunity
35
You Own Most of the Ingredients Already….
[email protected]| @sameerpatel
ENTERPRISE 2.0 – What is it?The Opportunity
[email protected]| @sameerpatel
And The Collaborative Enterprise comes for an attractive ROI.
Sameer Patel
Twitter: @sameerpatel
Blog: pretzellogic.org
Web: sovosgroup.com
Thanks
About Sovos
• Strategy and Execution Consulting Firm
• Focus: Helping organizations accelerate business performance with the strategic use of social and collaborative technologies
• Employee & Workplace Performance
• Process Performance – Sales and Marketing– Partner Relationships– Customer Engagement
About Sovos
About Focus
Team Experience: Sun/Oracle, Cisco, McKesson, Merck, CA, Sony PlayStation, Sabre, KPMG, amongst others
[email protected]| @sameerpatel
About Sovos
Leadership Workshops: Identify where collaboration can in fact accelerate workplace and process performance
Strategy and Execution Planning engagements Operational and Program Design for scalable rollouts Go to Market and Competitive Assessments for social
software
What We Do
[email protected]| @sameerpatel