getting to business value webinar

#yamvalue @yammer!

Getting to Business Value June 19, 2012 — 10:00 am PDT"

#yamvalue @yammer!

Speakers!

Sam Loveland"VP of Worldwide Customer Engagement!

Rob Koplowitz"VP, Principal Analyst!

Deb Medsker"SVP, Global Knowledge Management!

Kathleen Rouse"Enterprise Application Manager!

#yamvalue @yammer!

›  Yammer Customer Success Services!›  The Business Value of Enterprise Social Networking!›  Humanizing Global Connectivity @ SMG!›  The Manhattan Associates Yammer Story!›  Panel Discussion / Audience Q&A!

Table of Contents!

#yamvalue @yammer!

The Customer Success Mission!

Customer"Success"

Managers"Solution"

Engineers" Support" Training"

CUSTOMER ENGAGEMENT TEAMS!

Maximize customer value by ensuring they adopt and engage Yammer in their daily work lives, secure and grow every renewal, and work as one team across Sales, Customer Engagement and Product!

#yamvalue @yammer!

›  Yammer enables your most valuable assets – your people!

›  Being successful means making the most of this new wayof working!

›  The transformation is a journey!

›  Need to put metrics where you might not have tracked before!

Being successful means changing how your work!

Business Metrics"

Engagement Metrics"

Adoption Metrics"

People are signing up!"

People are having conversations!!"

How is this helping my business?"

#yamvalue @yammer!

›  Models for measuring adoption maturity and network health!›  Metrics and measures to support analysis of progress!›  Tying it back to organization initiatives!

A proven method of identifying and delivering value!

Define the Vision "" Gain Buy-In"

Define Key Metrics and Measures"

Project Business

Value"

© 2011 Forrester Research, Inc.

Reproduction Prohibited

7 © 2009 Forrester Research, Inc. Reproduction Prohibited

Rob Koplowitz, Vice President, Principal Analyst

June 19, 2012

The Business Value of Enterprise Social Networking



8

Five big drivers of this shift

§  Consumerization

§  Downsizing of workforce –  Global recession

–  Baby-boom retirement

§  Smartphones always connected

§  Cloud-based services

§  Geographic spread

#yamvalue @yammer!



9

It’s not a generational issue, it’s about business value

Seniors b. 1920-1945

Baby Boomers b. 1946-1965

Gen Xers b. 1966-1979

Gen Yers b. 1980-2000

Base: 1,382 US information workers who use social software at least monthly

Source: Forrester’s Q2 2011 Workforce Technology And Engagement Online Survey

1% 38% 35% 26%

#yamvalue @yammer!



10

It’s a business issue

Social software users are:

Managers, directors, or executives (49%)

Well compensated (52% make more than $60K a year)

Late workers (Average 43.53 hrs/week & average 6.91 hrs working outside the office)

Source: Forrester’s Q2 2011 Workforce Technology And Engagement Online Survey #yamvalue @yammer!



11

Drive pervasive adoption

Executive Support

Business Value

Groundswell of Adoption

§  Workers voluntarily adopt when they see value and low barriers (high usability)

§  Let the community drive the initiative

§  A jam can help drive three levels of support

#yamvalue @yammer!



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Make it actionable

Executive Support

Business Value


§  Funding is just the start

§  Ensure that executives are ready to participate

§  Disruption is the goal not an annoyance

§  Expect pressure on some organizational structure

§  Prepare then to be uncomfortable at first

§  But, it gets better

#yamvalue @yammer!



13

Demonstrate measurable business value

Executive Support

Business Value


§  Identify motivated business leaders as partners

§  Look for discrete business value

§  Build a model to measure value

§  Keep a running tally of wins, big and small

#yamvalue @yammer!



14

A typical sales process

Pursue bad business or

use the wrong approach

Higher costs to due to re-creation of

assets

Lose the deal based on not bringing the

right expertise

Inefficiencies due to travel,

poor communications

Identify Opportunity

Define Team

Identify Existing Assets

Create Materials

HUMAN LATENCY

COST/ OPPORTUNITY

#yamvalue @yammer!



15

A social enabled sales process




assets


right expertise


poor communications


Define Team

Identify Existing Assets Create Materials

HUMAN LATENCY

Have we done this before?

Drive Collective Action

COST/ OPPORTUNITY

#yamvalue @yammer!



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assets


right expertise


poor communications


Define Team


HUMAN LATENCY



Find Expertise Do we have skills?

COST/ OPPORTUNITY

#yamvalue @yammer!



17





assets


right expertise


poor communications


Define Team


HUMAN LATENCY



Find Expertise

Find Content/ Info

Do we have skills?

Existing product to

reuse?

COST/ OPPORTUNITY

#yamvalue @yammer!



18





assets


right expertise


poor communications


Define Team


HUMAN LATENCY



Find Expertise

Find Content/ Info

Communicate/Travel

Do we have skills?

Existing product to

reuse?

How do we get the work

done?

COST/ OPPORTUNITY

#yamvalue @yammer!



19

People

•  Target audience •  Social profile

Objectives

•  Business outcome •  How success will be measured

Strategy

•  How to achieve the objectives •  Policy, people & processes

Technology

•  Social technologies •  Information & integration

Use The POST Method to drive value

#yamvalue @yammer!



20

2012 Activity Streams Wave



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1.  Gain executive support and promote adoption



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2. Establish a social business council



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3. Establish social media policy &

employee training



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4. Empower the business to solve customer & business challenges



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5. Measure business impact always



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© 2009 Forrester Research, Inc. Reproduction Prohibited

Thank you

Rob Koplowitz 1 650.581.3854 [email protected] Twitter: @rkoplowitz blogs.forrester.com/rob_koplowitz www.forrester.com

GLOBAL CONNECTIVITY

Humanizing

STARCOM MEDIAVEST GROUP

GLOBAL SCOPE; LOCALIZED NEEDS

110 offices, most with multiple agency brands/divisions 83 countries 7,000+ employees Numerous multi-national clients

YAMMER BRINGS US ALL TOGETHER

email domains merged within one network team groups facilitate global collaboration of global workforce registered

external networks invite client partners to join the conversation

HOW DID WE GET HERE? Soft launch among “social connectors,” March 2009 MarComm push July ‘09 Dedicated CEO/Global Ops presence Market Week

Different global office in the spotlight each week Global attention via CEO “Announcement” Staff introductions, client case studies, notes about the market…and, invariably, elements of fun

MARKET WEEK: OUR OWN 15 MINUTES OF FAME

Starcom Kuwait SMG Russia SMG Iberia SMG South Africa Starcom Sweden SMG Ukraine

MARKET WEEK: TOP MARKET EXAMPLES

EMEA MARKET WEEK RESULTS Actions taken Video views Replies Likes Employee registration

…AND MOST IMPORTANTLY:

Humanized the global network

ADDITIONAL VALUE DERIVED:

•  Globally dispersed MNC teams collaborate in single secure space via private groups

•  Dedicated-office groups allow seamless communication in the native language (including UI)

•  Desktop app provides buying teams instant updates when the market is breaking

•  Global brainstorms & collaboration have contributed to dozens of successful new business pitches

WHAT’S NEXT: GLOBALIZING UNTAPPED VALUE

•  SharePoint integration

•  Mobile push

•  Desktop app rollout for overseas trading desks

•  Real-time chat/email reduction (dashboard)

THANKS!

#yamvalue @yammer!

Copyright 2012 Manhattan Associates, Incorporated. Strictly Confidential. Not for Distribution.

Forrester Webinar

The Manha(an Associates Yammer Story


About Us

•  20+ years Supply Chain Leadership

•  Best-‐of-‐breed solu>ons & services

•  Exper>se Focused on Customer Success

•  ManhaFan’s SCOPE: Supply Chain Op>miza>on—Planning through Execu>on

40


Structure to Achieve Success in Social Collabora>on

Ge5ng answers to most pressing

ques;ons

Saving ;me Making our jobs easier/

be(er

Success is… Driven by…

Oversight

Communica>on & Educa>on

Measurement


High-‐level Overview

42

Percent of Engaged Members: 77% in May down from peak of 95% in Feb

Messages Posted per Member: ~1.5 Msgs per Member/Mo down from ~2 Msgs in April

Global Profile Comple;on Stats: 81% populated Exper>se 86% entered a Loca>on 78% entered their Work Telephone 93% uploaded a Photo

Network at 7-‐months: ~2,200 users, ~30,000 messages posted


Healthy mix of Cross Departmental Message Contribu>ons


Social Collabora>on Program Metrics

Group Metrics Ques;on Usage User Metrics Topic Usage

% of Groups Health: Top 10 Groups

Health: All Groups

% Health % Health % Health

2+ Admins Msgs Exper;se Msgs w/ Topics

Following Taxonomy Answered Loca;on Msgs w/ Topics in Groups

Cross-‐GEO Msg Distribu;on†

Answered in Groups

Telephone Topics w/ 10+ Msgs

Cross-‐Func;onal Msg Distribu;on†

Photo Topics w/ 2+ Msgs

Cross-‐GEO Membership Distribu;on†

Ac;vists (90+ Msgs) *

Cross-‐Func;onal Membership Distribu;on†

Supporters (10-‐89 Msgs) *

Business-‐related Msgs ₒ Listeners (0-‐9 Msgs) *

† Calculated for Support, Design & Client Groups only ₒ Based on number of messages in Interest Groups * Avg of 11 Msgs/User, Std dev of 41 Msgs Industry Standard Dictates Healthy Networks Consist of: 1% Ac>vists 9% Supporters 90% Listeners

Monitoring before determining Adop>on Level

Good Adop>on: 80% and above

Avg Adop>on: 60-‐79%

Poor Adop>on: 59% and below


Recap

Ge5ng answers to most pressing

ques;ons

Saving ;me Making our jobs easier/

be(er

Going back to Success… The Manha(an Journey… Adop;on Metrics Engagement Metrics Up Next… Business Metrics •  Billability, U>liza>on

•  On-‐Boarding Experience

•  Global Scalability of Tools & Processes

#yamvalue @yammer

Panel Discussion!

Sam Loveland"VP of Worldwide Customer Engagement!

Rob Koplowitz"VP, Principal Analyst!

Deb Medsker"SVP, Global Knowledge Management!

Kathleen Rouse"Enterprise Application Manager!

#yamvalue @yammer

Start your business value journey today!!

Visit yammer.com for more information.!For existing customers, contact your Account Manager or Customer Success Manager for additional details.!For new customers and prospects, please call 888.926.7377!