5 Questions for Business Leaders to Ask About Digital Disruption

8/12/2019 5 Questions for Business Leaders to Ask About Digital Disruption

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5 Questions for business leaders to ask about digital disruption

So here are 5 questions for a company director or board member to ask of your C-level advisors

and the leaders of your digital initiatives:

1. What new opportunities are we seeing for our business from digital disruption, and what

threats to our existing business do you see?

2. Do we have a digital strategy? How is it aligned to the business plan and our core objectives?

3. Are we using social media? How do we measure the result to be sure we are getting value

from the effort?

4. What digital initiatives do we have underway to better engage with our customers,

stakeholders, shareholders and staff?

5. Do we have the right people on board to take advantage of the new digital opportunities in our

business?

Social Business Transformation ThroughSocial CRM


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Goals are Simple, Execution is Not

Chief Transformation Officers wish nature could just take over and

smoothly transform business just like caterpillar to butterfly. The reality is

business transformation is complex. It touches and effects the entire

enterprise. People, processes and technology are involved. Current ways

of thinking are upended.

But the goals are pure: drive more revenue, increase market share,

reduce costs, improve customer satisfaction.

Dont Ignore the 2 Billion

There are now 2 billion social

users and that number continues

to grow. Thats 2 billion

customers and prospects you

need to address in your

transformation plans.

Social businesstransformation

supports your overall

transformation efforts by

harnessing and leveraging the

social channel. Its a

transformative accelerator that

enables your company to reach

your goals.


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Goals are Simple, Execution is Not

Chief Transformation Officers wish nature could just take over and

smoothly transform business just like caterpillar to butterfly. The reality is

business transformation is complex. It touches and effects the entire

enterprise. People, processes and technology are involved. Current ways

of thinking are upended.

But the goals are pure: drive more revenue, increase market share,

reduce costs, improve customer satisfaction.

Dont Ignore the 2 Billion

There are now 2 billion social

users and that number continues

to grow. Thats 2 billion customers

and prospects you need to address

in your transformation plans.

Social businesstransformation

supports your overall

transformation efforts by

harnessing and leveraging the

social channel. Its a transformative

accelerator that enables your

company to reach your goals.

Reach them by transforming into a Social Business


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Social is a key agent of transformation. Just like e-commerce was and ubiquitous

access to the internet was before that. The telephone was transformative, as was

the assembly line. These examples were seemingly innocuous at the time, but

proved to be game changers.

Social today is just like e-commerce, internet, telephone and the assembly line were

then. Companies that missed leveraging those are long gone. Chief Transformation

Officers must include social in their strategy and execution in order to succeed.

Social Business Transformation Looks Like This

Before After

Mission-critical

Business

Software

Enterprise Apps

Become Social Enterprise

Apps by bringing social

systems of engagement

into your systems of record

(e.g. CRM)

Your Universe

Prospects and

customers you

wouldnt have found,

or communicated with

Increases by +2B
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Critical

Communication

Channels

Good ol Phone

Transforms into Social

Channels, because you

can no longer dictate how

and where customers

communicate with you.

They are now in control.

Interaction ModelCustomer Relationship

Management (CRM)

Develops into Customer

Engagement Management

(CEM)

Buzzient Enables Your Social Business Transformation

Our products support your business transformation by turning your enterprise apps into

Social Business Enterprise Apps.

Buzzient Integrates: Our platform brings Social into your Enterprise Apps

using the model that fits your needs (Embedded,Social API,Outboard,

Email)

Buzzient Enables Engagement: Our platform adds social response capability

into your Enterprise Apps so users maintain efficiency by using a single

interface.

Buzzient Provides Analysis: Our platform automatically calculates social

metrics and delivers them within your Enterprise Apps.
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Buzzient Features

Social Integration

Buzzient is built for transparently adding social

content, engagement and action into enterprise

applications such as CRM.

Whether its one of our out-of-box integrations to

apps like Siebel, CRM On Demand or

Salesforce.com or our Social API, youre able bring

social into the existing apps your users are familiar

with.

Powerful features can now be at your fingertips from

within your existing apps.

Heterogenous AppSupport and

Openness

Buzzient gives you simultaneous, heterogeous

integration with your enteprise apps. The Platform

was designed to be the embedded social channel

and engagement for any number of applications you

might have in your company.

That means your single Buzzient system can

simultaneously integrate with your multiple legacy,

current and future CRM, ERP, HRMS, etc. apps.

For example, customer service users might be using

Siebel, sales might be using Salesforce.com and

marketing might have CRM On Demand. Users

across the organization can be integrated with, and


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sharing social content and history from, the same

Buzzient system.

And if you move off of your currently-integrated CRM

to another, everything in Buzzient comes along withit. You dont lose engagement history, previously

harvested content or analytics.

Heterogenous support ensures you preserve and

extend your existing and future app investments.

ListeningIt all starts with listening. Buzzient lets you choose

the keywords you want us to harvest from social

media. In addition to top-level keywords (e.g.

Chevrolet) you can configure your system to include

sub-level (e.g. Malibu, Tahoe, Volt) and synonyms

(e.g. Chevy.)

This gives you the flexibility and freedom to

accommodate the different ways authors might refer

to and spell your keywords.

Action

Leveraging social has progressed to the point where

just listening isnt enough. You need to be able to

take action on posts that need it, but within a

structured framework.

Using your established apps provides that rigor,

efficiency and tracking. Buzzient adds the ability to

create service requests or leads in your CRM

system so they can follow a social response


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workflow. Or send posts into your email-capable

apps so they can be handled accordingly.

You can even use the Filters and Alerts engine to

create your own rules to automatically create servicerequests or leads for posts meeting your criteria.

Engagement andHistory

Once youve taken action to create service requests

or leads, you need to respond to the authors on their

turf.

Buzzient adds an engagement widget so you can

respond on Twitter, Facebook, etc. without having to

leave your service request/lead. Users dont have to

alt-tab or swivel chair in order to engage.

Engagement history is automatically tracked in two

placesBuzzient and your CRM. This critical

component means that history is now part of your

system of record, not simply housed in Twitter,

Facebook, etc. archives.

It also means you have portability for your social

platform. Your single Buzzient system can be

accessed by many different users at your company,

who might be using many different Buzzient-

integrated applications.

Youre also future-proofed when it comes to thesocial aspect for future enterprise apps, whether

youre adding them or churning off of existing ones.


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Filters and Alerts

Filters let you design rules based on keywords

and/or sentiment rating to automatically send posts

into your CRM app to create Service Requests or

Leads in your CRM app for posts needing action.

Or configure filters to send an email alert to you

when harvested posts match your

keyword/sentiment criteria.

Filters can also be used simply to define different

views of the posts that youre listening for.

Publisher

Publisher adds outbound social campaign and ad

hoc posting to Twitter and Facebook from within

your CRM.

You dont need to exit to the separate social apps to

send out a quick status to your Twitter followers.

Maybe its a message to let them know that

customer service is aware of a new product problem

and are working on a resolution.

Or it could be adding a Facebook post about your

upcoming product release, store opening, event, etc.

to your authorized page.


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Sentiment Analysis

As Buzzient harvests social posts about your

keywords the product is automatically analyzing the

content with our patent-pending technology.

Granular sentiment ratings are calculated on each

individual post and aggregated at the keyword level.

If a post contains more than one of your keywords,

analysis is calculated separately for each one. For

example if you were listening for keywords, xyz

and wxy, someone might Tweet: I love xyz but

hate the new wxy. That post would be rated as

positive for xyz, but negative for wxy.

Sentiment for each post is automatically displayed

along with it, while aggregated sentiment is

displayed on charts with tabular option.

Buzzients aggregated social analytics are useful for

your analysts as an additional pillar of information

that can be used throughout your organization. Its

important to be able to see how social opinion is

moving and effected by new products, PR, outside

influences, holidays, etc.

Volume Analysis

Volume analysis of your keywords goes hand-in-

hand with sentiment.

In addition to volume count on a daily or monthlybasis, we provide share of voice, volume trend and

the breakdown of positive / neutral / negative posts

for each day.

Buzzient counts posts rather than mentions. If a post

contains multiple mentions of a keyword it is only


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counted as one post. For example if youre listening

for keyword, xyz, and someone posts: I love the

xyzand hope xyzkeeps getting better. More xyzis

a good thing! Thats counted as one for volume

purposes.

Just like trends for social sentiment, volume trends

give you important data to help analyze how internal

and external events effect how much youre talked

about.

ReportsBuzzient provides a report generator so you can run

standard reports or create your own custom ones.

Reports include the analytics were calculating for

you and auto-inserted explanatory text about the

analysis.

Users can easily generate reports on an ad hoc

basis. We also include a scheduler so you can set

them up to automatically come to you over email.

This is very convenient if you have daily, weekly or

monthly reporting needs.

Since they generate in both Word and Powerpoint

formats you can use them as is, or incorporate parts

of them into your own reports.

Theres no restriction on the number of reports you

can run or the number of custom reports you can

create.


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What We Do

What is BuzzientHow It WorksWhy BuzzientSolutions Social CRM for TelecomsSocial Business TransformationSocial CRM for Customer ServiceSocial

InnovationProducts

Social CRM for SiebelSocial CRM for CRM On DemandSocial CRM for Salesforce.comSocial APISocial

CRM Email IntegrationResources Demos and VideosDoc and Data SheetsFeaturesBuzzient UniversityBlog

How Buzzient Works

Your Buzzient system is setup to listen for socialmentions of your desired keywords (such as product

names, company, competitors, subjects, etc.)

Our own Harvesting

Engine constantly

collects posts with thosekeywords from sources

such as Twitter,

Facebook, YouTube and

RSS.
http://www.buzzient.com/whatisbuzzient/http://www.buzzient.com/whatisbuzzient/http://www.buzzient.com/whatisbuzzient/http://www.buzzient.com/howitworks/http://www.buzzient.com/why-buzzient/http://www.buzzient.com/solutions/http://www.buzzient.com/solutions/http://www.buzzient.com/solutions/http://www.buzzient.com/solutions/telecommunications/http://www.buzzient.com/solutions/transformation/http://www.buzzient.com/solutions/socialcustomerservice/http://www.buzzient.com/solutions/innovation/http://www.buzzient.com/solutions/innovation/http://www.buzzient.com/products/http://www.buzzient.com/products/http://www.buzzient.com/products/http://www.buzzient.com/products/siebel/http://www.buzzient.com/products/crmondemand/http://www.buzzient.com/products/salesforce/http://www.buzzient.com/products/socialapi/http://www.buzzient.com/products/emailintegration/http://www.buzzient.com/products/emailintegration/http://www.buzzient.com/resourcecenter/http://www.buzzient.com/resourcecenter/http://www.buzzient.com/resourcecenter/http://www.buzzient.com/resourcecenter/demos/http://www.buzzient.com/resourcecenter/documentation/http://www.buzzient.com/features/http://www.buzzient.com/education/http://www.buzzient.com/category/blog/http://www.buzzient.com/category/blog/http://www.buzzient.com/category/blog/http://www.buzzient.com/http://www.buzzient.com/http://www.buzzient.com/category/blog/http://www.buzzient.com/education/http://www.buzzient.com/features/http://www.buzzient.com/resourcecenter/documentation/http://www.buzzient.com/resourcecenter/demos/http://www.buzzient.com/resourcecenter/http://www.buzzient.com/products/emailintegration/http://www.buzzient.com/products/emailintegration/http://www.buzzient.com/products/socialapi/http://www.buzzient.com/products/salesforce/http://www.buzzient.com/products/crmondemand/http://www.buzzient.com/products/siebel/http://www.buzzient.com/products/http://www.buzzient.com/solutions/innovation/http://www.buzzient.com/solutions/innovation/http://www.buzzient.com/solutions/socialcustomerservice/http://www.buzzient.com/solutions/transformation/http://www.buzzient.com/solutions/telecommunications/http://www.buzzient.com/solutions/http://www.buzzient.com/why-buzzient/http://www.buzzient.com/howitworks/http://www.buzzient.com/whatisbuzzient/http://www.buzzient.com/whatisbuzzient/


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Buzzient Analysis

Engine then stores and

analyzes the content

using our proprietary

sentiment analysis

technology.

This generates a

granular rating number(positive or negative

opinion) for every

harvested post.

From there, Buzzient flexibly integrates the harvested social

engagement capabilities with enterprise apps in four differen

Model 1EmbeddedModel 2Social APIModel 3OutboardModel 4Email
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Model 1Embedded

This tight integration

uses the Buzzient

Integration Layer to

transparently add social

content directly into your

existing SaaS or on-

premises applicationssuch as,Siebel,CRM On

Demandand

Salesforce.com.

Buzzient screens and

widgets are easily and

seamlessly embedded

within your enterprise

app screens.
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The Buzzient Integration

Layer also adds social

engagement so you can

communicate with

authors without having

to leave your enterprise

app.

Model 2Buzzient Social

API

This second model of

tight integration enables

you to transparently add

social content into your

existing applications

native user interface on

your own viaAPI.
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API integration also

enables you to add

social engagement so

you can communicate

with authors without

leaving your native

enterprise app userinterface.

Model 3Outboard

This looser integration

enables you to send

harvested social posts

from the separate

Buzzient application intoenterprise apps to

create service

requests/cases (or


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similar types of objects.)

Social engagement in

this model is through the

separate Buzzient app,

or elements of Model 1

can be added in order to

bring engagement into

your app.

Model 4Email-based

This loose integration enables you to send harvested

social posts from Buzzient into enterprise apps that are

capable of accepting, parsing and routing email.


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Social engagement in this model is through the

Buzzient app, which is easily launched with a single

click on the routed message.


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(For deeper details be sure to check out theDoc and Tech Infopage on the Resource Center.)
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Without Buzzient you have a

Social Last Mile ProblemWith Buzzient your Social Last

Mile Problem is Solved

Buzzient is

an

application

that enables

social

business

transformatio

n and solves

the Social

Last Mile

problem bytransparently

bringing

(Example: Social content added to a Siebel CRM screen.)


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harvested

social

content into

existing on-

premises and

SaaS

enterpriseapps like

CRM

According

to the

keywords

you want

to listenfor

(Example: From within Siebel, adding social media keywords Buzzient will

listen for on Twitter, Facebook, etc.)


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Along with

the ability toautomaticall

y turn social

posts into

familiar and

actionable

objects like

service

requests, so

they can be

treated just

like emails

and calls

(Example: Social content turned into a Salesforce.com case.)


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Giving users

the ability to

respond toposts from

WITHIN the

enterprise

application

(Example: Responding to a Tweet from WITHIN an Oracle CRM OnDemand service request.)

And

automatically track

engagement

history in

the system

of record(e.g. CRM)


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(Example: Engagement history tracked in both Buzzient and Siebel.)

Without having to

swivel chair to

separate social

apps


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So you can

leverage

the socialchannel for

customer

service in

your CRM

ust like

you do with

email, calls,

etc

Lets also clarify that Buzzient is NOT:


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There are 100s of these, none of which provide embedded, transparent integration of social

content and action within enterprise applications like Buzzient does.

Enterprise applications are not strictly hosted (e.g. the Salesforce.com model) nor on-premises

(e.g. the Siebel model.) Buzzient can integrate with both on-premises and hosted apps.


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Buzzients platform enables you to seamlessly share social across your multiple enterprise apps

with our out-of-the-box integrations or Social API.

5 Questions for Business Leaders to Ask About Digital Disruption

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