Success Factors of Working Social

Customer Service. Manager. Yammer. Jess Brown. Product. Marketing. Yammer ... will be sent via email post-event ... one of the best business books in 2008.
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Transform Your Business with Yammer

Success Factors of Working Social Charlene Li, Founder and Managing Partner, Altimeter Group Christina Fan, Customer Service Manager, Yammer October 10, 2013 @yammer #yamtour

Welcome • • • •

7 key steps to driving social success Opportunity to build customized social journey plan Examples of customer success and overcoming common challenges Interactive Q&A discussion (last 10 minutes)

Jess Brown Product Marketing Yammer @yammer #yamtour

Charlene Li Founder and Managing Partner Altimeter Group

Christina Fan Customer Service Manager Yammer

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, #yamtour On-demand recording will be sent via email post-event @yammer #yamtour

Charlene Li Founder and Managing Partner Altimeter Group, One of the foremost experts on social media and technologies and a consultant and independent thought leader on leadership, strategy, social technologies, interactive media, and marketing. Author of The New York Times bestseller Open Leadership. She is also the coauthor of the critically acclaimed, bestselling book Groundswell, which was named one of the best business books in 2008. @yammer #yamtour

The Social Business Journey For Yammer October 10, 2013

Charlene Li, Founder, Altimeter Group @charleneli | [email protected]

For Slides and the Report, send an email to [email protected]

Does this sound familiar? Email overload: Check. Meeting fatigue: Yup. Poor cross-team coordination: You bet. …We need to change the way we work!


Definition: Social Business Strategy The deep integration of social technology and social methodologies into the organization to drive business impact.


52% Top executives who are informed, engaged, and aligned with their company’s social strategy


Source: Altimeter Group. Social Business Survey, Q4 2012.

20% Improvement in supplier and partner satisfaction with social


Source: McKinsey. The Social Economy, July 2012.

20-25% Boost in productivity in social organizations


Source: McKinsey. The Social Economy, July 2012.

Seven Success Factors of a Social Business Strategy

Success Factor #1: Define the Overall Business Goals

How do social strategies create direct or ancillary impact on business objectives? How can you communicate value to those who don’t understand social technology?


Sample: Connect Social Goals to Organizational Goals Organizational Strategic Strategic Goal Metrics

Social Social Business Goal Business Metrics

Get products to Reduce market faster development time by 25%

Move product development to Enterprise Social Network (ESN)

Fewer emails; Number of meetings reduced; Time between major steps reduced

Christina to add Yammer example

@yammer #yamtour

Success Factor #2: Establish the Long-Term Vision

Articulate a vision for becoming a social business. What value will be realized internally among stakeholders and externally to customers?

Ford’s Social Business Vision

“To humanize the company by connecting constituents with Ford employees and with each other when possible, providing value in the process.”

What Kind of Relationship Do You Want?

Short -term









Crafting your vision statement  Focus on relationships in the future. Don’t let today’s constraints limit