Social Enterprise - Measuring return on investment
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Transcript of 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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