social enterprise - measuring return on investment

Social Enterprise: Measuring Return on Investment

Elay Cohen SVP Customer, Partner and Team Productivity

in/elaycohen

@elaycohen

Agenda

§  Social Enterprise Value

§  Thomson Reuters Success Story

§  Building a Business Case

§  Q&A

Social Revolution: High Return for Social Enterprise

Social Enterprise Benefits

Source: McKinsey & Company, “The rise of the networked enterprise, Web 2.0 finds its payday.” December 2010

Salesforce Accelerates Productivity & Revenues

Global Sales Success Productivity improved by 34%

Win rates are up 25 to 50%

New hire ramp time decreases by 50% Planning tools drives sales alignment

Global Account Collaboration across geographies & groups

We’ve never seen better tools and programs designed and delivered for sales in my career Top Performing Account Executive

Realize the Value of your Social Enterprise

Social Profile Market Collaborate

Work

Extend Sell

Service

Social Profile Market Collaborate

Work

Extend Sell

Service

•  Employee On-boarding •  Employee Productivity •  Increase Wins

•  Employee On-boarding •  Employee Productivity •  Increase Wins

•  Employee On-boarding •  Employee Productivity •  Increase Wins

•  Customer Satisfaction •  Customer Segmentation •  Agent/ Call Productivity

•  Management Visibility •  Cross-Sell Products •  Sales Productivity

•  Referrals •  Lead Conversion •  Customer Churn

Many Value Drivers Inside a Social Enterprise

Every Customer Has Its Own Social Enterprise

John Spillane Head of Sales Processes

Antonio Rumeu Value Consulting Sr. Manager

@arumeu

es.linkedin.com/in/arumeu

Steps to Build a Social Enterprise Business Case

Iden%fy  Value  Drivers  

Translate  to  Business  Metrics  

Benchmark  

Validate  Assump%ons  with  

Stakeholders  

Build  the  Model  

Secure  Buy-­‐in  

1

2

3

4

5

6

Understand Value Drivers

Business Customer

Satisfaction Productivity Win Rates

Transformation

Revenue Growth New Markets

CEO

IT Agility

Innovation Cost savings Value to the

business

1

Translate to Business Metrics

Corporate  Strategy   Efficiencies  

Ramp Time

Cross Sell Rate

Marketing Leads

Hiring Costs

Sales Productivity

Admin Overhead

Customization

Maintenance

Servers

2

Revenue  Genera/on  

IT    Cost  Savings  

Business metrics Adoption Process

Analysis Tactics

Strategies

Peer Groups Recommendations Benchmarks

100,000+ Companies Drive Comparative Benchmarking

Industry Cloud Size

3

Validate Assumptions with Stakeholders 4

Corporate  Strategy   Efficiencies  

Revenue  Genera/on  

IT    Cost  Savings  

Inputs Benchmarks Improvements Benefits & ROI

5

Build the Model

Secure Buy-In 6

Salesforce + You =

Q&A

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