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. But in order to do that we need to aim at improving the employee experience as well, and that’s when problems arise.

2014 198

Lotusphere 2011 Notes: Social Business ROI Panel

Portals and KM

I attended a session on social business ROI. In this case Slumberland  was able to transform the way it interacts with its employees, franchisees and customers, leading to a higher quality buying experience for their customers and prospects. This is helping 2,300 geographically dispersed employees and franchisees to work more efficiently. For example, employees can view product and vendor training packages on video kiosks located in our retail stores.

2011 130

How IBM Uses Social Media to Spur Employee Innovation

Elsua

"Employees sort of do that themselves… And that’s worked wonderfully well " Indeed, again thanks, for the most part, to those Social Computing Guidelines I mentioned above. Yes, the good old dilemma of figuring out the ROI of social networking.

ROI encore

Engineers without Fears

Luis continues to write about social computing ROI here and here. Remembering that ROI calculations are an attempt to render assumptions, beliefs & wishes into a quantitative language, then surely the ROI for social computing tools (& I agree with Luis that these are fundamentally social tools) will vary from depending on the assumptions, beliefs & wishes of the organisations concerned. collaboration roi e2.0

ROI 36

Employee Engagement Affects Collaboration

John Tropea - Delicious Collaboration

Employee Engagement Affects Collaboration. A few weeks ago, consulting and analyst firm Blessing White released its 2011 employee engagement report. Employees who are not engaged can still collaborate, and just because employees collaborate doesn’t mean they are engaged. Five Levels of Employee Engagement Blessing White defines five levels of engagement which it used as the foundation for the report, shown below. Employee Engagement Affects Collaboration.

TransUnion Provides Good Example of Social Media ROI

Portals and KM

I read a nice case study, ROI on social networking? Finally, the LCG posts mentions that “TransUnion is using data from its internal social network to learn more about its employees. You save money, provide better customer service, maintain control over your collaboration process, and learn more about the capabilities of your employees. I do not know if there is a ROI new but it does show the power of social media

ROI 100

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

Social Business in 2013 – An Opportunity (Open Business)

Elsua

Have you noticed how little we see nowadays in writing that awkward, old, now obsolete, conversation about the ROI of Social Media? Ever read about plenty of research done around the huge %s of disengaged employees at work? Collaboration Communities Employee Engagement Enterprise2.0

2013 249

acidlabs » Social network ROI in business

John Tropea - Delicious Social Network KM

home What we do Meet us Clients Partners Public speaking Press coverage browse ↓ asides (206) featured (33) posts (387) speaking (12) posts Social network ROI in business 26 March 2008 | 4 Comments Hello! The notion of ROI on social networking tools in business (Enterprise 2.0) has been the subject of significant discusson and research the past few months; mostly drawing the conclusion that seeing ROI in terms of dollars on Enterprise 2.0 acidlabs Conversation.

ROI 28

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.

Open Business – The Narrative vs. The Ruthless Measurement

Elsua

Collaboration Communities Employee Engagement Enterprise2.0 Social Analytics. Don’t you just love it? Oh, metrics, what would we do without you in the business world, right? They are the main reason, apparently, of our mere existence in a corporate environment.

2013 242

Why Looking After Your Personal Brand in the Social Era Still Matters

Elsua

Prioritize your social networking activities to generate the best ROI for your career goals. Collaboration Employee Engagement Enterprise2.0 I can’t remember when was the last time that I updated my Curriculum Vitae. Actually, that’s not accurate. Of course, I do.

2013 250

How Procter & Gamble Got Employees to Use Social Networking at Work - CIO.com - Business Technology Leadership

John Tropea - Delicious Social Network KM

Subscription Services » Reprints » ); Practice Made Perfect How Procter & Gamble Got Employees to Use Social Networking at Work Procter & Gamble drove adoption of social networking tools by integrating them with existing with work processes. tools into a single platform to unlock weak and potential ties—employees with common goals or interests who have little to no contact. A new fleet of PCs with a total ROI in 10 months. Find your ROI.

CIO 51

The new employee connection: Social networking behind the firewall - Computerworld

John Tropea - Delicious Social Network KM

Computerworld Daily News (First Look and Wrap-Up) Computerworld Blogs Newsletter The Weekly Top 10 More E-Mail Newsletters The new employee connection: Social networking behind the firewall Corporate social networking is more than an electronic water cooler. Companies may start with the idea of helping employees get to know one another better, but with easier and faster connections among people, cross-division collaboration suddenly happens more naturally, leading to greater innovation. ‹

5 Facebook Lessons to Improve Employee Engagement in Your Company

John Tropea - Delicious Social Network KM

Monday, December 3, 2007 5 Facebook Lessons to Improve Employee Engagement in Your Company So perhaps your company isnt sold on this whole Myspace/Facebook thing. But the underlying concepts that Facebook and similar environments have created can teach us several lessons in employee engagement. In fact they can be applied outside of technology into your processes and meetings to drive employee engagement and collaboration. Yes, even our employees!

2007 28

Collaborative Thinking: Harnessing The Power Of Informal Employee Networks

John Tropea - Delicious Social Network KM

Day: Peripheral Vision: Detecting the Weak Signals That Will Make or Break Your Company Subscribe to this blogs feed « Building a Culture of Collaboration | Main | Facebook For Business: A Win Even If Its Not » October 05, 2007 Harnessing The Power Of Informal Employee Networks Registration is required but the registration provides free access to this particular article.

2007 28

Online Communities: Thriving in the Downturn

Online Community Strategy

BUT… The most common change in community staffing that the 25 participants said they were going to enforce during the next 30 days was increasing their number of Full Time Employees. Slightly less than a quarter (19%) respondents said that their internal stakeholders are closely monitoring the Return On Investment (ROI) of their online community to consider its value. Tags: Online Community online community manage economic downturn roi online community roi 1

Online Community Summit 2009

Online Community Strategy

9:00 – 10:00: Session 6 / Social “ME”dia: Employees as Advocates. How does an organization combine employee passion with social media tools to meet organization goals? We’re just about 2 weeks away from our 8th annual Online Community Summit in Sonoma, CA, on October 8-9.

2009 54

‘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”.

2010 51

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

Collaborative Thinking

There needs to be some business purpose - that purpose may be very intangible in terms of ROI, but there should be some localization and internalization of what E2.0 In my last post, Year-End Thoughts On Enterprise 2.0 &

Enterprise 2.0 Five Years Later: From Tools To Platforms To Ecosystems

Collaborative Thinking

initiatives began a long journey to improve the way employees build communities and collaborate on business activities. projects were often “soft” (lacking measurable ROI), the intent generally could be aligned to overall needs to improve productivity, growth, and innovation. In 2006, Andrew McAfee’s article on Enterprise 2.0,

2011 166

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

My First Year as a Consultant and what 2016 Holds for Online Communities (I hope)

Online Community Strategy

Online communities build lasting relationships amongst your customers, prospects, employees and partners and. An expanded set of consulting offerings, including modules for leadership & team development, value / ROI analysis and scorecard development. .

2015 54

Badgeville Integrates with IBM Connections

Portals and KM

The ROI for Badgeville is actually increasing the ROI for a firm’s IT investments. With some studies showing that up to 67% of employees are disengaged with their work, targeted rewards can be a useful and effective way to drive up the level of engagement for the benefit of everyone.

News from the SharePoint Conference 2012

Michael Sampson - Currents

ROI on Mobile Apps. Colligo also announced the results of a research study on the ROI of using mobile apps/software so employees can access SharePoint. Of customers surveyed, 85% have seen a payback on their Colligo investment in less than 24 months, 78% in less than one year, and 36% reporting full ROI in less than one month. Microsoft is hosting the SharePoint Conference 2012 this week in Las Vegas. There's about 10,000 people there—which makes for a huge event.

2012 122

My KM World 2011 Session Notes: Complete Listing

Portals and KM

KM World Session Notes: Employee Voices Transforming KM. Enterprise Search Summit Session Notes: Getting the Best ROI From Semantics, Statistical Analysis, and Concept Searching. Here is the listing with links of my notes from the 2011 KM World conference. It was a very useful event and a chance to see many friends and meet new people. I am looking forward to next year’s event.

2011 126

Yammer for internal knowledge sharing for health care and policy making

Joitske Hulsebosch

There was a bit of a 'selling' atmosphere in the first presentations like focussing on the ROI van Yammer and other figures to convince people of the value of Yammer. He invited employees from the company and within a few months 80% of the employees was on Yammer. What is Yammer?

Yammer 200

The Era Of Volunteerism?

Collaborative Thinking

Just a short excerpt from an upcoming document on the business and cultural aspects of enterprise social networking that came out of my field research project: "When interviewees spoke of “culture”, their anecdotes revealed a spectrum of issues that influence the degree to which employees choose to participate in work-related activities. The role an employee has in a business activity compels him or her to perform a task and contribute certain information.

2009 100

Why Intel Is Investing in Social Computing - Leading by Example

Elsua

Well, today I thought I would share with you what I exactly meant yesterday with that article and also what Rachel probably meant as well in hers: stop all the fuss you are going through to figure out the ROI of social software, and, instead, just go ahead and do it!

SAP and MindTouch Work Together to Enhance Customer Experience

Portals and KM

MindTouch solutions aggregate product data from different information silos to distribute the most relevant, accurate and up-to-date product information to a wide spectrum of users, ranging from employees to customer support agents to end-user customers.

SAP 158

Results from IBM Releases Social Jam 2011

Portals and KM

 Some of the highlights include: Over 25 percent of (non-IBM) participants said their organizations have low to medium levels of adoption of social business practices, with a key concern being the pressure to quantify the ROI of social solutions. While others noted that calculating ROI of social media is attacking the problem from wrong direction.

2011 138

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

Boston E20 Notes: Organization Next Workshop: Bridging the Participation Gap – Networks, Learning, and "Play"

Portals and KM

Here is the session description for this year’s workshop: “Companies are becoming more reliant on their employee’s ability to thrive in a complex work environment where relationships, projects, processes, and business priorities are in a constant state of flux. In this Organization Next environment, we are also operating in a economic period where the “social contract” between employer and “employee” is being transformed. So what is the win for the employee?

2012 152

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. 

My SxSWi 2010 Panels – Please Vote (Becuase My Mom Can’t)

Online Community Strategy

Is ROI important? What role will employees play in expression of brand online? Please Vote! It is that time of year again… SxSW Panel Picking!!! I have two proposals this year, and I would appreciate your support for either or both.

Lotusphere 2012 Notes: Opening Session Tuesday

Portals and KM

Mike pointed that over 90% of companies are getting hard ROI benefits. But you often have to start with a soft ROIs and then get the hard ones.  There is more than sentiment analysis as you can also turn employee actions into useful content and data.

2012 164

Presentations from the Online Community Summit 2009

Online Community Report

Erica Kuhl of Salesforce.com gave a presentation on Social “ME”dia: Employees as Advocates explores how organizations may combine employee passion with social media tools to meet their organization goals?

2009 46

Will you Twitter inside the enterprise?

Green Chameleon

The reasons are simple: as an employee, people have several motivating factors. Business Processes and ROI (if a tool can be tied to a business process, then it is much easier to quantify the leverage provided and what that means in terms of an ROI). When Yammer was announced as the winner of the TechCrunch50 last week, we were all a little surprised.

2008 109

KM World 2014: Some Useful Workshops

Portals and KM

The description is as follows, “Social and collaborative technologies are key to empowering employees to transform the way they work, interact, and engage, enabling companies to catalyzing product and service innovation and deepening customer insight and relationships—in essence redesigning the way business is done. KM World 2014 will be held in Washington DC at the Grand Hyatt from November 4 to 7. It is great event.

2014 156

Boston E 20 Notes: Interview with IBM’s Jeff Schick

Portals and KM

TD is using IBM enterprise social networking software to improve employee collaboration, information discovery and sharing. With a global team of 85,000, TD employees across North America can now easily find experts, get answers to questions, recognize accomplishments, share ideas, and communicate and collaborate across geographies. Here are a few specific examples of ROI that TD is realizing: ??Better I am pleased to be back for my sixth Enterprise 2.0 conference in Boston.

2012 126

The Connection Between Metadata, Social Tools, and Personal Productivity (Christian Buckley, Axceler) - Share 2012, Atlanta

Michael Sampson - Currents

business ROI: -. faster employee on-boarding and training. -. What's the ROI on that? Christian Buckley from Axceler is talking about the connection between metadata, social tools, and personal productivity. Note that Christian is one of the co-authors of Microsoft SharePoint 2010: Creating and Implementing Real-World Projects. Key points: - is a Microsoft SharePoint Server MVP. Before Exceler, was at Microsoft. Prior to that was a consultant, involved in start-ups, etc.

2012 126

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.

User Adoption Strategies - Review of Recent News

Michael Sampson - Currents

Calculate ROI by increases or decreases in anything tangible — widgets, hours, paperwork. By putting your new collaboration tools in the context of a business process or objective business measure, you can drive adoption across the entire spectrum of employees. A couple of recent articles on user adoption caught my attention: Six Counterintuitive Truths. Scott from Yakabod shared his views on the adoption strategy for enterprise 2.0 implementations. "