How the Client Experience Defines the New ROI of Social Business – Finally, A New KPI in the Making

Elsua

To me, we are witnessing the unique opportunity of not only going more in-depth into the overall value proposition of Social Business, but perhaps re-define a new KPI around the client experience which, more and more, gets defined itself by the overall employee experience. How the Client Experience Defines the New ROI of Social Business. In the Social Era it remains a challenge to measure emerging 21st century business models with a 20th century mentality.

2014 198

Lotusphere 2011 Notes: Social Business ROI Panel

Portals and KM

I attended a session on social business ROI. IBM defines social business as “the world of possibility that occurs when all of the energy and opportunities that have been generated around consumer-side models such as Facebook and Twitter are focused, and brought to bear on business challenges.” This is helping 2,300 geographically dispersed employees and franchisees to work more efficiently. This is another in a series of my notes on Lotusphere 2011.

2011 130

UC And ROI: IBM's Truth And Fiction Example

Collaborative Thinking

I caught a couple of blog posts on the IBM Keynote for UC ( Lotusphere Message: Yes There Is a UC ROI ) and then one on the Sametime blog (see below). Overall - I give IBM 3 Thumbs-Up and 5 Thumbs-Down: The ROI of Unified Communications & Collaboration. In the case of our Renovations example, if only 5% of their employees make one international trip per year, that would equate to over $95K in savings a year.

ROI 100

What’s Your Purpose?

Elsua

Now, this is not, at all, at this point in time, about trying to figure out the ROI of Social Business. Collaboration Communities Employee Engagement Enterprise2.0 Apparently, ‘ two thirds of digital transformation projects fail ’.

A continuum of social models

John Tropea - Delicious Community

Friday October 05, 2007 A continuum of social models In my earlier view, I only identified two stages: social networks, and communities. Somewhere in between the social network and the community are other social models. Another model that is described aptly in The Starfish and the Spider (see my book list ).

Model 29

Open Business – The Narrative vs. The Ruthless Measurement

Elsua

Somehow I suspect we need to perhaps level up the game and start focusing on what kinds of measures, if any , at all, we would need in order to quantify the effectiveness of not just using social tools, i.e. the low hanging fruit, but the bigger challenge: the modelling of new behaviours.

2013 242

Employee social networking case study : Sabre's cubeless product

John Tropea - Delicious Social Network KM

Site Map | Contact | Careers | Login Sections About Us Services Events News Articles Clients Search Site Advanced Search… Personal tools Articles Navigation Articles Best Practices Content Content Management e-Business Governance Intranet Articles Learning Return on Investment (ROI) Search and Search Engines SharePoint Strategic Design Usability Web 2.0 Sabre Town case study Document Actions Employee social networking ? More than 90% of employees are active today.

Year-End Thoughts On Enterprise 2.0 Social Software (Part 2)

Collaborative Thinking

is perhaps best thought of as a collection of principals, organizational practices, and adoption methods that enables emergent participation and contributions models. This model remains an accurate depiction: Overall, the social network site is where most of the E2.0

‘Communities’ and ‘Networks’: A Conceptual and Linguistic 2.0 Mess | Sonnez en cas d'absence

Delicious/choconancy/community

Collaboration’; Jive Software presents its SBS software as “robust social networking software for employee communities”. de concepts et de vocabulaire A Small Attempt to Model Organizational Evolution EtoB: will enterprise 2.0

2010 51

KM World 2014: Some Useful Workshops

Portals and KM

A team of Change Agents discusses leading organizational concepts such as: new models for organizational design, the power of self-organization, social and organizational network analysis, and more. Implementing an enterprise social network can also mean rethinking workplace practices and a need for new governance models, leadership skills, and transforming the way we communicate. KM World 2014 will be held in Washington DC at the Grand Hyatt from November 4 to 7.

2014 156

The State of Social Business – A State of Maturity?

Elsua

“, or, my favourite one: “ What’s the ROI of Social Media? How can we keep delighting our customers, our very own employees with that so-called engagement mantra?

2012 254

GE Goes Box (What about Its Other Collaboration Tools?)

Michael Sampson - Currents

“ GE’s IT organization, tasked with bringing innovative, cutting-edge technology to roughly 300,000 employees located in more than 170 countries, selected Box to: - Make it easy for employees to collaborate across business units and with external parties; - Unify business information across applications, thanks to Box’s open platform and integration with other cloud and on-premise solutions; and. Box announced a new strategic customer : GE.

2014 129

Sustainable Enterprises: Innovation Intervention

21st Century Organization

  It never fails that the question is asked - what is the roi for an innovation intervention?    Internally, value is created as employees grapple with developing innovations to adapt to an ever-changing business environment. 

IBM’s Trip to Become A Socially Integrated Enterprise

Elsua

Here are a couple of my favourite quotes from the interview: “ At IBM we are trying to create a new way of working that connects our people with our customers, prospective employees, communities in which we want to do business and other constituencies in a more direct manner and meaningful way.

The Power of Pull + Social Business Edge + 140 Character Conference= ?

21st Century Organization

John's explanation of Twelpforce, and how Best Buy came to it, point to the practical realities and path companies must pursue to operate effectively in the world of changed customer, partner and employee expectations in a social technology driven world.

2010 159

Microsoft Social Computing Overview

Collaborative Thinking

Long-term ROI of social computing is helping information workers feel valued (e.g., need to locate expertise, build community between people as a result of mergers, or onboard new employees. surfaces knowledge and networks (expertise) and increase employee engagement. MyNetwork is a running newsfeed - stream, river of news model - activity stream comes close to social messaging (Twitter) but not sure I would go that far - seems more "FriendFeed" like.

Getting Ready For A Next Generation Collaborative Experience

Collaborative Thinking

If we can improve the way people work within structured contexts like processes, then we should be able to deliver measurable outcomes that in turn satisfies management desire to see the ROI from E2.0 is expanding how we view collaboration, moving it beyond a mind set that has been biased towards content-centric, asynchronous, and workspace-based models. One of the arguments over the past year among those passionate about "Enterprise 2.0"

2010 158

The Information Needs of Communities

Alchemy of Change

They include a low rate of investment, fewer employees, fewer readers, falling stock prices and, most especially, high profit margins. Each piece of content can now be subject to return-on-investment (ROI) analysis.

2011 230

My Favorite Tweets for July 15 - 30 2011

Portals and KM

via @dhinchcliffe : IBM consolidates internal social media for employees [link] HT @HannsKK #e20. What Dell can teach your company about social media ROI [link]. RT @robpatrob : More on Lloyds Coffee Shop a model for social learning and trust buildingt [link]. Here is another in a series of posts that provide access to my favorite tweets that contain links to useful information. 

2011 116

From Social Insights to Social Business Innovation: MIT Enterprise Forum

Portals and KM

New and powerful business models are emerging – models based on social innovation.”. Microsoft was one of the first firms to allow employees to blog on a mass scale. They still have it as their Microsoft Community Blogs section on their site with a directory to find weblogs about Microsoft technologies written by Microsoft employees. Ekaternia said they are trying to get all employees to help answer customer questions through social media.

2011 130

Lotusphere 2011 Notes: Interviews – Larry Bowden

Portals and KM

For example, the customer analytics on the Web side are often more complex but then you have the integration of employee directories for finding expertise on the work side. For example, Best Buy has empowered a large number of its employees to respond to statements on Twitter.  There are IBM tools that can help with Web outreach and bring the right information to the employee for a proper response. This is another a series of my notes on Lotusphere 2011.

2011 122

Year-End Thoughts On Social Media, Social Networking Social Analytics

Collaborative Thinking

Validating "fine-grained” access controls and role modeling capabilities. Possible bias against employees by co-workers based on race, diversity, affiliation information made open and transparent via social media tools. From a technology perspective, this post summarized my thoughts on the shift in focus from destination sites to a more distributed/federated model: Social Networking Platform Evolution: From Destination Site To Networked Services.

Internet Evolution - The Big Report - Can Enterprise Social Networking Pay Off?

John Tropea - Delicious Social Network KM

There is a very simple means to calculate ROI. Maybe the connection is not clear but any tool that helps improve the results either by time or quality is generating ROI. But when companies provide them to employees, theyre often going on little more than a gut instinct that these applications will be good for business. Its The dearth of hard ROI metrics should give CIOs pause. TRANSUNION FINDS COST SAVINGS, SEEKS MORE Cant put an ROI on social networking?

A Look Under-The-Hood Of A Field Study: "Research In Context"

Collaborative Thinking

Burton Group has adapted these tactics and integrated them within its research model. Leverage knowledge held by employees (i.e., knowledge management strategies, including expertise location and employee-led innovation). Adapting to a new job, professional support, professional development, mentoring from current and prior employees. For the past few months I have been immersed in a field research project on the topic of social networks within the enterprise.

2008 100

The Role of Leaderboards in Online Communities

Laurel Papworth- Social Network Strategy

So social leaderboards, like all things that rely on technology to help decipher human relationships, is an imperfect model. The Walkleys, Nobel Peace Prize, Pulitzer,Top of the Pops, Employee of the Month, Circulation figures for newspapers. What are social network leaderboards?

Roles 207

Communities and Networks Connections – Top Posts Late July

Nancy White

New Zealand’s Stuff website asks whether hot-desking is hot or not? : &# Once upon a time, an employee’s desk was a home away from home. The snowflake model: Marshall Ganz on how technology has changed organizing revolutions P2P FOUNDATION |SUNDAY, JULY 31, 2011.

2011 130

Productivity in a Networked Era – Assessing ROII (Return on Investment in Interaction)

John Tropea - Delicious Community

We are witnessing the death throes of management models that have outlived their usefulness. One cherished industrial age concept that is proving particularly difficult to let go of is return on investment (ROI). But like Pontiacs and Oldsmobiles, old-school ROI’s day in the sun is waning. Consultants and smart-aleck MBAs will tell you if you want to sell a big project internally, you’ve got to talk ROI. Traditional ROI .

Decentralized communities & Spaces

John Tropea - Delicious Community

The reference is directly apt to communities, and in this light relevant to our Spaces model. In our model, the syndication not only helps to share information, but also acts a way to potentially draw more members based on their interest.

Java 28

Rex's Thought Spot: Beyond Serendipity for Enterprise 2.0

John Tropea - Delicious Faciliatation

Each of the factors needs to be reviewed within context of your organization, and appropriate actions taken to leverage opportunities to improve employee engagement for specific business objectives.

2010 62

News Updates (October 15, 2009)

Michael Sampson - Currents

ROI on Advanced Collaboration Solutions. Research sponsored by Cisco and Verizon found that firms who use advanced collaboration technologies for meetings get positive ROI. " Comprising secure, branded, online intranet, document management, project management and CRM, collaborators share documents, calendars, tasks, opinions and discussions, while employees can log sales opportunities, track customer issues and easily locate information on any customer or contact.

2009 122

Internet Evolution - The Big Report - Can Enterprise Social Networking Pay Off?

John Tropea - Delicious Social Network KM

There is a very simple means to calculate ROI. Maybe the connection is not clear but any tool that helps improve the results either by time or quality is generating ROI. But when companies provide them to employees, theyre often going on little more than a gut instinct that these applications will be good for business. Its The dearth of hard ROI metrics should give CIOs pause. TRANSUNION FINDS COST SAVINGS, SEEKS MORE Cant put an ROI on social networking?

2009 57

Communication, communities and collaboration

John Tropea - Delicious Community

They examined these factors about 50 years ago, and produced four models to describe communication structures: Star (aka Wheel) Y, and Line (aka Chain) Circle Bavelas [1] reported that some configurations were better than others. A mathematical model for group structures.

Social networking in business study « Inside out

John Tropea - Delicious Social Network KM

Possibly related posts: (automatically generated) Social Networking Encouraging Employee Retention Employee Social Networking Good for Businesses Should Employers Be Able to Monitor Your Social Networking? Social networking in business study Employee comms people need therapy.

Community Goals and Measurements

John Tropea - Delicious Community

Goal-oriented measurements relate to employee goals and allow assessment against those goals. Actively participate in the community, model the desired behaviors, and be visible as a leader and member. Increased employee satisfaction and retention. Skip to main content.

Goals 43

List of "White Label" or "Private Label" (Applications you can Rebrand) Social Networking Platforms

John Tropea - Delicious Social Network

Join the thousands of GroupSwim customers helping their businesses collaborate and connect with their customers and employees today.

2008 55

Going from social networks to Communities

John Tropea - Delicious Community

Java 28

Enterprise 2.0 Failure: My Story | Enterprise 2.0 Blogs

John Tropea - Delicious Community

We have a distributed workforce and anything that can help shed light for our employees on what work is happening in other parts of the company immediately gets my attention. We had a new SharePoint intranet in place and I decided I wanted to add social communities for employees to connect with each other and share information. We sent out announcements to our employees explaining what the Competency Communities were and which of the communities the recipient had been assigned to.

The Value of Community Management

John Tropea - Delicious Community

No one expects the Spanish Inquisition, after all – or for your employees to stick cheese up their nose and post the video to YouTube or whatever your community members decide to do next.

2011 66

Community management Vs Socio-Collaborative management : how to make the right choice | Bertrand Duperrin's Notepad

John Tropea - Delicious Community

Exchanges, discussions, will be driven by people everyday’s work, by social routine , and in no way by marketing and communication established as a managent model. case studies says “it’s possible&# …and nothing more You want your employees to be more “social&#

2006 49

Will Adam Smith drive businesses in the future ? I'm doubtful. | Bertrand Duperrin's Notepad

John Tropea - Delicious Faciliatation

That refers to enterprise models named according as two eras of the internet : one named 1.0

Lessons on the hard job of designing communities in the organization | Bertrand Duperrin's Notepad

John Tropea - Delicious Community

The topic of a community can only be suggested and, in the end, it belongs to employees. If followed, it will concern at best 10% of employees who want to participate and contribute in addition to their assigned work.

2011 61

More collaboration

John Tropea - Delicious Collaboration

And it prompts me to wonder if James Rs model is actually more of a maturity profile around the management of collaboration tools than about tool adoption per se. My experience, though, is that we need to "capture the high ground" in these models, explicitly including the longer-term vision. Without this, these models are too quickly ignored when a "sexier" approach comes along.

Twelve best practices for online customer communities | Enterprise Web 2.0 | ZDNet.com

John Tropea - Delicious Community

Many communities struggle for a while until they catch their stride when they reach the right participants, or offer the right means of engagement such as using a different model such as a social network instead of discussion forums (or vice versa.) On CBSSports.com: Hottie Hall Of Fame ?