social enterprise - measuring return on investment

21
Social Enterprise: Measuring Return on Investment

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Page 1: Social Enterprise -  Measuring return on investment

Social Enterprise: Measuring Return on Investment

Page 2: Social Enterprise -  Measuring return on investment

Elay Cohen SVP Customer, Partner and Team Productivity

in/elaycohen

@elaycohen

Page 3: Social Enterprise -  Measuring return on investment

Agenda

§  Social Enterprise Value

§  Thomson Reuters Success Story

§  Building a Business Case

§  Q&A

Page 4: Social Enterprise -  Measuring return on investment

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

Page 5: Social Enterprise -  Measuring return on investment

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

Page 6: Social Enterprise -  Measuring return on investment

Realize the Value of your Social Enterprise

Social Profile Market Collaborate

Work

Extend Sell

Service

Page 7: Social Enterprise -  Measuring return on investment

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

Page 8: Social Enterprise -  Measuring return on investment

Every Customer Has Its Own Social Enterprise

Page 9: Social Enterprise -  Measuring return on investment

John Spillane Head of Sales Processes

Page 10: Social Enterprise -  Measuring return on investment

Antonio Rumeu Value Consulting Sr. Manager

@arumeu

es.linkedin.com/in/arumeu

Page 11: Social Enterprise -  Measuring return on investment

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

Page 12: Social Enterprise -  Measuring return on investment

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

Page 13: Social Enterprise -  Measuring return on investment

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  

Page 14: Social Enterprise -  Measuring return on investment

Business metrics Adoption Process

Analysis Tactics

Strategies

Peer Groups Recommendations Benchmarks

100,000+ Companies Drive Comparative Benchmarking

Industry Cloud Size

3

Page 15: Social Enterprise -  Measuring return on investment

Validate Assumptions with Stakeholders 4

Corporate  Strategy   Efficiencies  

Revenue  Genera/on  

IT    Cost  Savings  

Page 16: Social Enterprise -  Measuring return on investment

Inputs Benchmarks Improvements Benefits & ROI

5

Build the Model

Page 17: Social Enterprise -  Measuring return on investment

Secure Buy-In 6

Salesforce + You =

Page 18: Social Enterprise -  Measuring return on investment

Q&A

Page 19: Social Enterprise -  Measuring return on investment
Page 20: Social Enterprise -  Measuring return on investment

Don’t Forget to Submit Your Survey!

Please stop by the registration kiosks to complete your session surveys - Each survey returned enters you to win a

£250 Apple gift card.

Thank you!

Page 21: Social Enterprise -  Measuring return on investment