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Archive for May, 2013

Open Innovation, Collaboration & Engagement – Drive Business Transformation

My presentation on Open Innovation, Collaboration & Engagement – Drive Business Transformation at Salesforce Chicago Customer Company Tour, April 2013

Topics Covered:

– Become a Customer Company

– Journey of a Social Customer

– Innovation Challenges

– Why Open Innovation

– Business Benefits & Value

– Use Cases

Presentation Link: https://www.box.com/s/zcol8az4t8bcfkvdnx2p

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In today’s social world, our customers and partners are more connected than ever and are becoming self-organizing knowledge networks. It’s a world where companies who know how to tap into these networks and engage them will drive business transformation, create innovative products & services and succeed in the long-term.

Today, products and services are brought to life outside through engagement models and technology platforms that connect internal employees with partnerships and communities outside of an organizations 4 walls. Open Innovation enables the process and platform  that bring you closer to your ecosystem (employees, partners, vendors, customers, consumers, brand advocates, etc) while finding ways to create something new.

To connect, engage and co-innovate with customers, companies will need to communicate and collaborate efficiently internally at every stage of the customer’s journey.

• Marketing teams will need to connect & collaborate with customers and partners, continuously monitor and listen in to their conversations, collaborate with other internal teams to do campaigns effectively, create leads & opportunities.
• Sales teams will need to connect & collaborate with customers and partners, collaborate with other internal teams on deals, source and provide the best information back to customers
• Service teams will need to connect & collaborate with other internal team to provide the necessary support & customer intimacy quickly at all times and across various channels.
• Companies will need to continuously mine and analyze data to gather the necessary business and customer insights and share it back to the networks to make the necessary business decisions.

This integrated hyper-connecting and self-organizing knowledge networks will drive business transformation , customer engagement & satisfaction, innovation, creativity & productivity across the value chain.

Journey of a Social Customer

Journey of a Social Customer

Open Innovation Framework

Open Innovation Framework

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