The 21st Century Collaborative Enterprise

Sameer PatelThe Sovos Group

Sovosgroup.com

The Changing State of the Customer in the Era of Social Web

The Implications of this Shift on Business

How 21st Century Enterprises Need to Capitalize on The Opportunity

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A deep proficiency that enables a company to deliver unique value to customers.

- Gary Hamel, CK Prahalad

Core Competency

The Relationship is the new Core Competency

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WHY? The Emergence of the Social Customer

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Sales &Marketing<<

You Controlled the Message

Your Prospect and Customers

Their Money

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>

Not Anymore

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Your Prospect and Customers

Their Networks

Their Money

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Google has flattened social and traditional web media

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Google has flattened social and traditional web media

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Implications of the Social Customer

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Engagement. Not Data

Implications of the Social Customer

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They want the Best Answers….And Only From the Experts.

Implications of the Social Customer

Minimal Latency

Implications of the Social Customer

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Implications of the Social Customer

Relevancy

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Goods Sold =

Ability to Satisfy

Implications of the Social Customer

Goods Sold =

Goods Produced

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The Enterprise 1.0 Dilemma

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We’re Optimized. For Silos

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“The Enterprise 1.0 Dilemma”

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Process and Operational Efficiency

“The Enterprise 1.0 Dilemma”

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Customer Efficiency

“The Enterprise 1.0 Dilemma”

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The Case for the Collaborative Enterprise

How We Market How We Design and Fulfill

How We Operate

How We Market Today?How We Market Today

Marketing in the 21st Century Collaborative Enterprise

Marketing and

Support

Customers

Wrap the Best Minds Around Customer Needs

Partners

Employees

EmployeesEmployees

EmployeesSuppliers

The Silo’d Enterprise

The Result

How We Market Today?

Marketing in the 21st Century Collaborative Enterprise

Marketing and Support

R&D Product Design

Suppliers

Partners

CUSTOMERS

Wrap the Best Minds Around Customer Needs

Today's Operational Design

R&D and Innovation Production and Support

Operationally Efficient for Ourselves

How the 21st Century Collaborative Enterprise Operates

R&D and Innovation Production and Support

CUSTOMER

Operationally Efficient for the Customer

CUSTOMERINNOVATION

Consumers Operates in the ‘Me’ Web

Consumers

Engagement

Data

Content

How Customers Engage

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How Organizations Engage

Heightened risks and costs of building, marketing and selling productsIneffective engagement models to sell what customers want to buy

Today’s Process Centric Design

Organizations Operate in the ‘Systems’ Web28sameer.patel@sovosgroup.com| @sameerpatel

`Designing Around the Needs of the Customer

Process Engagement+Business Activity

How the 21st Century Collaborative Enterprise Operates

How the 21st Century Collaborative Enterprise Operates

People At The Core of Business Activity

Caveat Emptor

PRODUCTIVITY

SHARING

REPLACING PROCESS

GETTING SOCIAL

TECHNLOGY APPLICATION

THESE ARE NOT END GOALS

X

X

X

X

X

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Customer Centricity

Customer Centricity

ENTERPRISE 2.0 – What is it?

Strategically Planning for Collaboration in Context

Customer Centricity

Operational Efficiency

Innovation

Drive Revenue

Lower Cost

Reduce Risk

Accelerating Performance

Employees, Customers,

Partners and Suppliers

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Summarizing the Opportunity

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ENTERPRISE 2.0 – What is it?The Opportunity

The Social Web exposes the true sentiment and needs of your customers….

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ENTERPRISE 2.0 – What is it?The Opportunity

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Collaborative Enterprises Drastically Reduces Customer Acquisition Costs….

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ENTERPRISE 2.0 – What is it?The Opportunity

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You Own Most of the Ingredients Already….

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ENTERPRISE 2.0 – What is it?The Opportunity

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And The Collaborative Enterprise comes for an attractive ROI.

Thank You

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Work: Sovosgroup.com Email: sameer.patel@sovosgoup.comTwitter: @sameerpatelBlog: pretzellogic.org