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E2.0 for Partner Management
Michael Fauscette, Group Vice President, Software Business Solutions
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SF Zoo
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Social media for business purposes is precipitated primarily by younger employees who have a fascination with presently available web sites offering these services. CEOs, COOs, CFOs find them distractions and most professional business people
I hadn't really given much thought to the business value of these services.
I AM SURPRISED HOW LITTLE I KNOW ABOUT MOST OF THE PROGRAMS YOU LISTED. I AM MUCH LESS SKILLED IN CURRENT COMPUTER TECHNOLOGY AND PROGRAMS THAN I SHOULD BE!
I have noticed several major companies moving their product image to social networking sites
Social networking will enhance and increase customer interests, loyalties and product passions to ensure a corporation will stay afloat over the next three years.
Kids are the future they will dictate that social networking become more prevalent in business. not IT, not the lawyers, but a generation of social networking kids growing up on it!
I think the world is changing and facebook and wiki's and blogs may play an important role in the future of IT.
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Use of Social Networks for Business
Source – IDC QuickPoll January N=390
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What Tool Would You Consider for Social CRM?
Source – IDC QuickPoll January N=390
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Enterprise 2.0
Applying emerging technologies like Web 2.0 accompanied by
organizational, cultural and process changes to improve business
performance in an increasingly connected Global economic
environment
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Web 2.0 Democratization
Empowerment
-Mashups -Wiki’s -Blogs -Micro-blogging
-Wisdom of Crowds -Crowdsourcing -folksonomy -presence
Platform
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Key Elements
Search Authoring
Links
Tags (folksonomy)
Association
Notifications
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Consumer Apps CRM Content Apps
Online Community Platforms – connecting, sharing, collaborating, building relationships/trust, publishing/authoring – UGC, customers
as consumers
Enablers Wiki
Blogs
+traditional Collab
Collab
Ideasourcing
Social Customer Service
Social SFA (predictive selling)
Brand Monitoring / building
Wiki
Blogs
Crowdsourcing
Social Analytics
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Consumer Apps CRM Content Apps
Online Community Platforms – connecting, sharing, collaborating, building relationships/trust, publishing/authoring – UGC, customers
as consumers
MySpace
Google Apps
SocialText
Lotus Connections
Sharepoint
Jive
Google Apps
Collab
Concursive
UserVoice
Oracle Sales Prospector
Bright Idea
Omniture
Google Apps
Cisco Eos
Reality Digital
MyLife
OneRiot
Wink
Social Analytics
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Some examples
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SAP
SAP EcoHub • New catalogue + community site • Incorporating user ratings and comments • Discover, Evaluate, Buy
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DS Solidworks • Crowdsourcing product enhancements • Incorporating customer ratings • Social Media Manager • Executive blogs • Channel initiative - local presence
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IBM collaboration in Second Life (P2P networking)
• 3D virtual world where IBM and partners collaborate • Enables partners to meet other partners from across the world in a virtual
conference room.
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Cisco partner space and virtual events (P2C networking)
• Partner Booths: visitors learn about a partner’s Cisco offerings in a 3D environment
• Events: Cisco and partners host live and on-demand virtual events, simple one-time Web seminar or complex events with many seminars, breakout sessions, and custom exhibition halls and booths.
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Other P2P and P2C networking • Microsoft Channel Builder • SAP PartnerEdge P2P Network • mix.oracle.com
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IBM web content syndication • Takes IBM content including collateral, demos, product information, video
and webcasts and syndicates to partner’s website • Content looks like it’s part of the partner’s site & automatically updates,
ensuring partners have the most up-to-date sales and marketing assets from IBM
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Sun catalog syndication • Online catalog showcases Sun products and technologies, and embeds in
the partner’s web site. • Complete and up-to-date information on Sun products and technologies • Allows customers to request a quote directly from the partner.
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IBM search engine optimization (SEO) • Assess how a partner’s site performs in online searches &
recommends improvements to drive increased traffic • Helps partner identify and capture prospects that access their site
from a search engine.
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Microsoft ISV SEO • Fee-based or co-funded campaign. • Service performs analysis of partner’s site and suggests a plan to
improve organic search result ranking • Also provides recommendations on how to improve conversion ratio
of visitors to sales leads
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Cisco small business site • Customers who come to this site can enter a live chat with a Cisco
rep. • The Cisco rep can connect the customer to a partner to continue a
live chat, based on the profile and presence information of registered partners
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• Create community
• Creating local presence (blogs, microblogs)
• Capturing / sharing knowledge (wikiʼs, microblogs, networks, LinedIn groups, etc.)
• P2P networking - enabling “solutions”
• Conversations
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• Brand monitoring and building
• Increasing sales effectiveness - visibility, ongoing conversations
• Lower customer service cost while increasing satisfaction - provide service when, where and how customers want it
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• Increase innovation and greater opportunity to meet customer needs by using crowdsourcing and the wisdom of crowds (lower cost methods for building requirements, understanding customer needs, etc)
• And remember: – Web / e 2.0 is about spreading control across a
broad audience, adding value, building relationships, conversations, & increasing transparency
– It’s not just tools, it’s about changing process and culture!