“Social” activities are moving from the periphery to the center of business.
While social media has helped many companies become more customer-centric, it is treated primarily as a modestly effective marketing tool, but now with social business we start to look at the way people are interacting in digital experiences and apply the insights derived to a wide variety of different business processes.
- First perspective: Social predictive analytics
Modern organizations are now able to collect more information on customer sentiment and behavioural patterns than ever before, the challenge remains to identify patterns to increase the relationships and drive success. Investment in predictive analytics allows companies to gain insight for such a valuable resource, offering a crucial advantage over competitors and greater insight into their customers.
- Second perspective: Innovation fostering
Accelerate innovation, as many times we said, is a key for the companies that want to succeed.
Capture new ideas from anyone around your business. Create strong internal communities to innovate even if disseminated around the world. Enable structured and solid framework to support innovative initiatives. All of these activities are dramatically facilitated by a social-based framework.
- Third perspective: Intellectual productivity
Connecting people, sharing knowledge and increasing transparency. Using social platforms to increase access to open data, share best practices drives workforce productivity and effectiveness.
Leverage capabilities beyond traditional organizational boundaries. Find and build expertise. Increase knowledge and velocity to put it into action.
- Fourth perspective: Customer community
Social media are profoundly changing the landscape of customer service. Consumers are choosing to use a variety of social and mobile channels in addition to the traditional channels when communicating with each other and the companies with whom they do business. Customers have access to instant information and real-time updates, and they expect immediate answers and demand a new level of interaction from brands and solution providers.
Engage and listen customers experiences. Build the community. Shift from the sales approach to new service agreements.
- How do you organize your Social Business roadmap?
When asked, “How do you eat an elephant?” the sage replied, “One bite at a time.”
It’s the same with social business initiatives. SDG developed a pragmatic approach: by using smaller building blocks to draft a consistent social computing guidelines, then implementing it through an end-to-end project enabled by best-of-breed digital components.