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• How to align your Enterprise Social strategy with organizational success
• Define a technology architecture that is right for your organization
• How Yammer customers achieve business value
• Ask questions and get answers during Q&A (15 minutes)
Welcome
Rob Koplowitz
VP & Principal
Analyst
Forrester
Jess Brown
Product Marketing
Microsoft
Christina Fan
Customer Success
Yammer
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Get Social With Us
Ask questions and comment in Q&A
Flexible console
Open/close widgets
View and download handouts
Share content and takeaways
@yammer, #YammerTV
On-demand recording will be sent via
email post-event
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Rob Koplowitz
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Innovation and Business Value With Social
Rob Koplowitz, Vice President, Principal Analyst@rkoplowitz
March, 2014
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© 2013 Forrester Research, Inc. Reproduction Prohibited 6
Breaking down geographic and
organizational barriers and providing
users the ability to act collectively drives
business value and innovation, but it
must be approached with a change
management plan.
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© 2013 Forrester Research, Inc. Reproduction Prohibited 7
Users want everything they need in one place
February 2014 “Your Next Portal Should Be An Engagement Workplace”
An integrated, contextual experience designed to drive business outcomes
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November 2012 “Mapping The Value Of Social Business And Collaboration”
Selling is structured and social
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Some users embrace change, others…
February 2013 “Social Business And Collaboration Success Hinges On Effective Change Management”
“I’m ignoring you”
“I DRIVE A
PORSCHE!”“OK, I’ll try it”
“I put it in the stream
20 minutes ago!”
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Get the organization right first
February 2013 “Social Business And Collaboration Success Hinges On Effective Change Management”
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November 2012 “Mapping The Value Of Social Business And Collaboration”
But, technology is very important
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Again, social interacts with high value processes
User-centric
Processes
Structured Processes
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I’m mad I’m happy I’m your partner
I have an idea
I have data you need
I’m your competitor,
I’m faster than you
Who needs this information? Your:
• Product management
• R&D
• Sales
• HR/ Recruiting/ Training
• …
Who gets this information?
Customer service, maybe
And the conversation is not just internal
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© 2013 Forrester Research, Inc. Reproduction Prohibited 14
Back to the architecture that drives real value
February 2014 “Your Next Portal Should Be An Engagement Workplace”
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© 2013 Forrester Research, Inc. Reproduction Prohibited 15
Unlocking the next wave of efficiency
› Consider the role of knowledge workers in mission
critical processes
› Look for gaps where workers and processes are
disconnected
› Use this as an opportunity to revisit how you
organization operates
› Re-engineer processes with an eye toward removing the
gaps between workers and systems
› Ensure that everything done in the unstructured world is
treated as critical organizational knowledge
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Christina FanCustomer Success LeadYammer
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Capture and connect collective intelligence
Yammer continues to help Shawna’s career by
enabling her to bridge the gap between the
support center and Jamba’s 800+ store locations.
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Monitor and improve culture with analytics
Link to Recipe: https://www.yammer.com/yammerycn/notes/882559
“What are the Top 10 Groups
based on Messages posted?”
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Support contingent workers with external networks
AARP uses Yammer to
connect state and local
offices, volunteers, partners
and external vendors.
• Better access to shared content
• Found hidden talent by utilizing User Profiles
for expertise-identification
• Solved problems faster with collective
knowledge and SMEs
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START SMALL
WITH LIKE-MINDED COLLEAGUES
SHARE SUCCESS
ON PROJECTS THAT MATTER
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Learn more
about Yammer
Enterprise
Check the
Handout section
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Redesigned Customer Success Center
https://about.yammer.com/success/
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Q&A discussion
How to drive innovation and business value with Enterprise Social
Jess Brown
Product Marketing
Microsoft
Christina Fan
Customer Success
Yammer
Rob Koplowitz
VP & Principal
Analyst
Forrester
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Learn more
about Yammer
Enterprise
Check the
Handout section
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Thank you for attending!
Visit Yammer.com
Jess Brown
Product Marketing
Microsoft
Christina Fan
Customer Success
Yammer
Rob Koplowitz
VP & Principal
Analyst
Forrester