Social Business: What Are Companies Really ... - Deloitte Africa Blog

Deb Gallagher, Director,Marketing & Operations, MIT Sloan Management ... The rapid adoption of technology-based social networking has been ... value, while our interviews suggest that operations and leadership stand to benefit as well.
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RESEARCH REPORT 2012 FINDINGS FROM THE 2012 SOCIAL BUSINESS GLOBAL EXECUTIVE STUDY AND RESEARCH PROJECT

Social Business: What Are Companies Really Doing? Social business is still just getting started. But its value is clearly emerging for marketing, innovation, operations and leadership. By David Kiron, Doug Palmer, Anh Nguyen Phillips, Nina Kruschwitz

AUTHORS DAVID KIRON is the

DOUG PALMER is a

ANH NGUYEN PHILLIPS

NINA KRUSCHWITZ

executive editor of Innovation Hubs at MIT Sloan Management Review, which brings ideas from the world of thinkers to the executives and managers who use them. He can be reached at [email protected]

principal at Deloitte Consulting LLP and leader of Deloitte’s Social Business practice. He can be reached at [email protected] com

is a senior manager within Deloitte’s U.S. Strategy, Brand & Innovation group, where she leads strategic thought leadership initiatives. She can be reached at [email protected]

is an editor and the special projects manager at MIT Sloan Management Review, where she coordinates the publication’s Innovation Hub activities. She can be reached at [email protected]

CONTRIBUTORS

Natasha Buckley, Senior Manager, Deloitte Services LP Jonathan Copulsky, Principal, Deloitte Consulting LLP Alex Dea, Business Technology Analyst, Deloitte Consulting LLP Deb Gallagher, Director, Marketing & Operations, MIT Sloan Management Review Martha E. Mangelsdorf, Editorial Director, MIT Sloan Management Review Mark White, Principal and CTO, Deloitte Consulting LLP Laura Winig, writer Copyright © 2012. Massachusetts Institute of Technology. All rights reserved. For more information or permission to reprint, please contact MIT SMR at: E-mail: [email protected] Fax: 818 487 4550, attention MIT SMR/Permissions Phone: 818 487 2064 Mail: MIT Sloan Management Review PO Box 15955 North Hollywood, CA 91615

CONTENTS RESEARCH REPORT 2012 2 / Preface

10 / Where’s the Business Value? (Not Just in Marketing)

3 / Key Findings

• Marketing (example: McDonald’s) •Innovation (example: Lego Group) •Operations (examples: Nationwide, Capital One, Almond Board of California) •Leadership (examples: Luminoso, Cara Group)

•Social Business Matters Today — and Will Matter Even More Tomorrow •Some Leaders Are Enthusiastic, but Lack Metrics to Prove Value •Size Matters •Media and Tech Are Leading the Way

5 / Introduction 6 / The Growing Importance of Social Business •The Challenge of Social Business

• Opposite Ends of the Spectrum •Industry Spotlight: Media and Tech •The View from the C-Level



• Vision and Strong Management Support •Sharing Knowledge •Other Requirements

17 / Putting Social Business into Action • Start with a Long-Term Vision •Assess Where You Are Today •Support Adoption •Measure Results, Not Adoption

7 / Who Values Social Business Today May Surprise You

20 Appendix: The Survey Questions and Responses

15 / Connecting Leadership and Culture

21 About the Research

18 / Summary

28 A  cknowledgments and Interviewees

SOCIAL BUSINESS: WHAT ARE COMPANIES REALLY DOING? • MIT SLOAN MANAGEMENT REVIEW 1

R E S E A R C H R E P O R T S O C I A L B U S I N E S S : W H AT A R E C O M PA N I E S R E A L LY D O I N G ?

Preface The rapid adoption of technology-based social networking has been transforming politics and social norms on a global scale for the past decade. Will social networking and social software have a similarly transformative effect on business? Are they already doing so? What kinds of enterprises are benefiting the most? And how are they benefiting? To answer these questions, MIT Sloan Management Review and Deloitte1 conducted a survey of managers from companies in 115 countries an