ibm smarter workforce
TRANSCRIPT
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Smarter WorkforceManagement
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Todays Agenda
Moderator : Elliot Markowitz - Vice President of Strategic Content Development - Ziff Davis Enterprise
Eric Lundquist - Vice President of Strategic Content - Ziff
Davis Enterprise
Barton Goldenberg - President - ISM Inc.
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Interactivity Tips
1. Ask A Question
2. Download a PDF copy of todays presentation
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The Millennials
Go Where They Are Embrace Text Messaging Email is old school Collaboration is key Expect Expertise It is a smartphone world Mix life with work You are renting their time Legacy hardware equals bad morale Show me the flex time
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The Millennials
Learn to orchestrate the cloud. Sign up for a GoogleApps for Business account
Start Yammering or Chattering. Buy an Apple computer and sign up for $99 one year,
one on one training Become a smartphone sandbox expert Sign up for a Dropbox ( http://www.dropbox.com/ ) or
Box.net ( http://www.box.net/ ) account
http://www.dropbox.com/http://www.box.net/http://www.box.net/http://www.dropbox.com/ -
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The Millennials
Tablets, yeah Sign up, read the Foursquare for business section of
their blog ( http://foursquare.com/businesses/ ) andthink about how your business can use geo location.
Twitter. Yeah, you need a Twitter account Social network analysis Get a WiFi enabled printer and try print anywhere and
cloud printing applications
http://foursquare.com/businesses/http://foursquare.com/businesses/ -
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Smarter Workforce Management
Barton Goldenberg
December 21, 2010
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President & Founder of ISM, Inc.
CRM, Social Media and Contact Center
Strategic Advisor to global, best-in-classorganizations since 1985
Author: CRM in Real -Time (2008 )CRM Automation (2003 )The Guide to CRM Automation
(annual publication since 1989)
Barton Goldenberg
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10
Sample Customers
http://us.macmillan.com/default.aspxhttp://www.google.com/imgres?imgurl=http://pdc-amd01.poly.edu/~suel1/dbir2009/images/IBM_logo.jpg&imgrefurl=http://pdc-amd01.poly.edu/~suel1/dbir2009/registration.html&usg=__HK5w3NQfg3Fct1S8CL_cGt3B250=&h=1164&w=2435&sz=366&hl=en&start=2&itbs=1&tbnid=MuIYzE7gaWQMqM:&tbnh=72&tbnw=150&prev=/images?q=ibm+logo&hl=en&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://www.itmart.co.th/upload/product/brand/20090421160732_samsung-logo.jpg&imgrefurl=http://www.itmart.co.th/upload/product/brand/&usg=__yOGNG7jj5DOUn6rZAyI8SulLGVw=&h=350&w=1048&sz=18&hl=en&start=2&itbs=1&tbnid=rKGYtoQxBCy1CM:&tbnh=50&tbnw=150&prev=/images?q=samsung+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://21stcenturyartist.net/yahoo_site_admin/assets/images/iphone-wallpaper-giorgio-armani-logo.29743204_std.jpg&imgrefurl=http://21stcenturyartist.net/services&usg=__-xYoT_hb7fgm5oTWX4u5Q6Y8z5g=&h=480&w=320&sz=53&hl=en&start=1&itbs=1&tbnid=5RYeLn38RUfCgM:&tbnh=129&tbnw=86&prev=/images?q=Giorgio+Armani+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://images.google.com/imgres?imgurl=http://www.sayalhobbies.com/images/brandLogos/McGrawHill_logo.jpg&imgrefurl=http://www.sayalhobbies.com/CatalogBrandLogos.asp&usg=__AbcpnZ40YIBzk9anGpFBV5_3B58=&h=293&w=312&sz=13&hl=en&start=3&tbnid=0Ls0beniRilKHM:&tbnh=110&tbnw=117&prev=/images?q=McGraw-Hill+logo&gbv=2&hl=en&sa=Ghttp://www.deltafaucet.com/wps/portal/deltacom/kcxml/04_Sj9SPykssy0xPLMnMz0vM0Y_QjzKLd4439vIHSZnFW8aHOepHogtZIoR8PfJzU_WDgFKR5kAhy6BA_aic1PTE5Er9sLz8olygmcH63voB-gW5oRHlPqmOAD3WUio!/delta/base64xml/L3dJdyEvd0ZNQUFzQUcvNElVRS82X0NfM0pM -
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The Digital Client
Generation Y (Millennials)
Only know digital technology
75 million in US 750 million globally (3 billion by 2015)
45% of world population by 2015
11 hours/day digitally connected (53 hrs/week)
90% research, 50% purchase on Web
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Smart Phones as Pocket PCs
Apple iPhone with OS X iPhone edition
Googles Android
RIMs Blackberry
Windows Mobile 7.0
Palms Web OS
Nokia Symbian
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1.3 billion cell phones sold annually Smart phone penetration: >65% by 2015
Mobile subscribers worldwide:
- 4.5 billion in 2010
- 6.3 billion in 2014
Applications downloads worldwide:
- 2.4 billion in 2009
- 36 billion in 2014
Phone Obsession
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Social Media Wave
A set of highly interactive technologytools that leverage the fundamentalhuman desire to interact with others
On-line communities that allow people to getinformation, opinions, solutions and ratings directlyfrom each other rather than from organizations
A new way for organizations to communicate withand relate to employees, consumers, partners andother stakeholders
http://images.google.com/imgres?imgurl=http://concept2inc.com/db3/00213/concept2inc.com/_uimages/crmhandshake.bmp&imgrefurl=http://concept2inc.com/_wsn/page3.html&h=400&w=379&sz=297&hl=en&start=6&usg=__U-zF0iAh0YMb7LsmAkC6fK1nmRo=&tbnid=IimnM4QSKmUqbM:&tbnh=124&tbnw=117&prev=/images?q=loyal+customer&gbv=2&hl=en&sa=G -
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Social Media Tools
Blogs
Wikis
Video
RSS
Widgets
Podcasts
Social networks
Other (ratings, polls, forums, idea sharing)
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Preferred Communications Source
In 2009, more people communicated via social
networks than via email.
Source: 2009 Nielsen Study
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Impact
This collaboration that kids got through social
networking is the future of business
John Chambers
http://images.google.com/imgres?imgurl=http://us.gizmodo.com/gadgets/images/cisco.jpg&imgrefurl=http://gizmodo.com/gadgets/home-entertainment/cisco-to-go-consumer-148833.php&h=311&w=450&sz=18&hl=en&start=16&um=1&tbnid=aKBRgMbG_yIDxM:&tbnh=88&tbnw=127&prev=/images?q=cisco&svnum=10&um=1&hl=en&sa=G -
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Digital Client Challenges
Always-on, always-connected
Multi-channel
Business in an instant
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People50%
Process30% Technology20%
Smarter Workforce Management
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Products
- Report A- Report B- other
Customer Svc
- Current- Historic
Financial- Current sales- LTV
Operations- Claims issues- Billing issues
Competitiveinformation
Activities- Date- Result- Follow-up
Customer Info
- Name, addressphone, email, contact& channel preferences
- Therapeutic areas
Customer News
- Financials
- M&A- Mgmt team
Marketing- Campaigns- Next best offer- Market research
Sample Customer Profile
Customer Insight- Product launch
feedback- Customer survey
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Sample Customer Profile
Products
- Report A- Report B- other
Customer Svc
- Current- Historic
Financial- Current sales- LTV
Operations- Claims issues- Billing issues
Competitiveinformation
Activities- Date- Result- Follow-up
Customer Info- Name, address
phone, email, contact& channel preferences
- Therapeutic areasCustomer News
- Financials- M&A- Mgmt team
Marketing- Campaigns- Next best offer- Market research
Customer Insight- Product launch
feedback- Customer survey
Social Media
insights
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Phone Email
Music
Video
Facebook
Social Networking
Games
Diary
Alarm Clock
Address Book
Mobile Desktop
Camera
Internet Browser
Instant Messenger
Pager
SMSNewspaper
Source: RIM
Critical Tool Integration
Sales Automation Tool
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Change Management Ladder
Awareness
Understanding
Acceptance
Involvement
Commitment
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Closing Observations
Smart organizations welcome the digital client,acknowledge the inherent challenges, and adjust
their processes, technology and cultures to achievesmarter workforce management
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How to Connect with ISM
Barton Goldenberg Bloghttp://bartonjgoldenberg.wordpress.com/
@BGoldenbergISM
ISM/Barton Goldenberg
ISM Inc.
http://bartonjgoldenberg.wordpress.com/http://www.google.com/imgres?imgurl=http://blogs.trb.com/community/news/fort_lauderdale/forum/facebook_logo.png&imgrefurl=http://blogs.trb.com/community/news/fort_lauderdale/forum/&usg=__gcLQYBT0pPfqwhXixFij8aT6XhA=&h=311&w=311&sz=54&hl=en&start=2&itbs=1&tbnid=b_65DXkKSdvnIM:&tbnh=117&tbnw=117&prev=/images?q=Facebook+logo&hl=en&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://alumni.maryville.edu/s/1014/images/editor/Logo-LinkedIn.gif&imgrefurl=http://alumni.maryville.edu/s/1014/index.aspx?sid=1014&gid=1&pgid=208&cid=533&usg=__zVEhfPtK--4xQccEL4I0EfiuCIE=&h=256&w=256&sz=10&hl=en&start=3&itbs=1&tbnid=dvl-9FLxrSH23M:&tbnh=111&tbnw=111&prev=/images?q=Linked-In+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://www.google.com/imgres?imgurl=http://www.ynpn.org/s/936/images/editor/Twitter_logo.jpg&imgrefurl=http://www.ynpn.org/s/936/start.aspx?sid=936&gid=1&pgid=999&usg=__XMFUmECaUBV2y3UPZ8TOehFF0s0=&h=1129&w=1153&sz=76&hl=en&start=2&itbs=1&tbnid=-9pcu7db62D6WM:&tbnh=147&tbnw=150&prev=/images?q=twitter+logo&hl=en&sa=G&gbv=2&tbs=isch:1http://bartonjgoldenberg.wordpress.com/ -
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Questions
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