Affärshantering i molnet – så tänker vi (post in Swedish)

Hur öppen, flexibel och användbar är din plattform? Hur ofta behöver du uppgradera dina affärssystem, och när det väl händer: är det synkroniserat så att alla är uppe och på samma version på samma tid? Diskuterar ni Cloud teknologi vid fikabordet?

Utvecklas dina lösningar till mobila devices, eller måste du vrida på surfplattan för att få med hela interfacet, eftersom det var byggd för en datorskärm?

Kan du uppdatera dina kundmöten, godkänna fakturor, bygga workflows medan du springer över gatan mitt i Stockhkolms-trafiken? På din mobil?

Det är så man tänker på salesforce.com när man utvecklar lösningar för affärshantering i molnet. Det var Cloud Computing som gjorde det möjligt, men det är vi som får det att hända. Du och jag.

Om man verkligen vill förstå hur allt detta spelar ihop – hur teknologin används för marknad med smarta verktyg byggd i och för social, som säljverktyg och som connected kundservice – då kommer salesforce.com faktisk att bjuda på gratis inspiration. Den 15 oktober på Grand Hotel i Stockholm hålls Customer Company Tour Nordics – en gratisk heldagskonferens (på engelska) med runt 30 utställare och keynote och eftermiddagssessioner där kunder berättar om hur de använder teknologin, hur de skapar nya  verktyg eller bygger egna appar på force.com plattformen, och helt enkelt har mera kul.

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Huvudtalare är Erik Hallberg, VD för TeliaSonera International Carrier som bygger sin IT arkitektur på force.com plattformen och använder Salesforce både som internt collaborationsverktyg, i sälj, marknad och kundservice. Och Line Dahle från norska marinförsäkringsbolaget Gard AS – ett 120 år gammalt traditionellt företag som nu jobbar i molnet med kommunikation, intern kollaboration och hantering av ärenden och kundservice. För speciellt i den branschen måste man kunna respondera snabbt när det smäller till på ett skepp någonstans ute i världen.

Dessutom kommer det finnas demo stations, så att man kan testa själv eller få en av salesforce.com’s egna utvecklare visa. Och session som omhandlar allt från hur President Obama vann valet med hjälp av Salesforce och sociala medier till hur stora företag flytter hela sin verksamhet till en mobil, öppen, social plattform för att möta kunden där kunden är.

Du kan registrera dig här – det är gratis.

The ROI of Social Media – or how to convince your boss

Social Media is engagement – if you don’t get it yet, I hope you will very soon. But engagement is very hard to measure, so even if you do get it, your boss might not appreciate the value of your efforts.

That is why you need to create a social media engagement strategy around metrics and value add = ROI. You need to have a conversation.

The traditional way of counting is through “fluffy” things like Facebook Fans/Likes or number of retweets – which I think is just a natural extension of marketing’s best friend: click-through rate on email blasts. It’s hard to leave your comfort zone, even if you are an innovative marketer who really wants to embrace social.

What does it cost you, if you do NOT have a social media engagement strategy?  Here is a link to a free eBook with some good statistics and methods.

At Sweden Social Web Camp (SSWC)) on Tjärö island in August, we tried to look at ROI benefits versus costs. What it boils down to, is tangible, measurable and very convincing:

Source: Salesforce.com

Email marketing on its own is not engagement. And it’s getting harder and harder to use on a large scale.  Let’s talk instead.

Soft and Hard: Facts & Figures

Finally, here is a link to all the slides I presented at SSWC – there are some wonderful charts and hard numbers from salesforce.com’s extensive customer research. You can use them in your own context. Or  take them to your superiors to get at least as much – if not more – budget for your social media engagement as your colleagues in traditional email marketing.

Share and Grow – sincere, open, likeable Swedish innovators – you will be sorry you missed it

Conferences, seminars, trade shows, events – the hype this spring are Social Media events. Most of these are focused on understanding social and what it can do for business, still making the point that it really is good for business. But it is – so why do we keep arguing that point?

There is the travelling road show of SMW – Social Media Week which hit the Nordics last week – and then there is SSMX.

SSMX grupp

It’s different. It’s owned by the delegates and it’s as flexible and unpredictable as a friendly amoebae – constantly evolving. These people – and the rest of us – are here growing as a professional, growing our business, growing our influence by sharing what we do with others. Very social.

Sincere – Open – Collaborative – Interested – Authentic – Likeable

Sessions vary from a heavy focus on technical innovation to practical examples to workshops where we sit in a circle and discuss and challenge each other. All sessions are initiated and run by the delegates themselves. Many of them filmed on the spot to share with those not there – take a look at some of them, you will be inspired.

http://video.ssmx.se/

Disruptive Leadership

It’s a myth that the social innovator scene is dominated by young geeks and nerds. I attended a session at SSMX with @johanlange who wrote the book LUCKc taking lean one step further. Once again, one session evolves into a continued exchange, and I will now attend his follow up breakfast sessions in Stockholm discussing out of the box leadership.

Changing the outcome – through Twitter

It’s a myth that social enthusiasts are techies only. I attended a session with @johansbuzz showing just how significant the social presence is in times of crisis by example of the labour union’s perspective of the negotiations with the employees last fall that led to the agreement that kept Scandinavian Airlines flying – at a time where the ultimate worst case was bankruptcy. If you understand Swedish, there is a recording of the session

http://unionenopinion.se/2013/02/unionen-delade-med-sig-pa-ssmx/

Social Customer Service – #UnitedBreaksGuitars

We had an interactive session discussing social customer service by example of airlines. 40 people in the room contacted airlines via three different channels

  1. Twitter
  2. Facebook
  3. Contact Me Forms – Email

Before the session Datasift.com  had analysed 100,000 tweets to/from 33 different airlines to check how responsive they were.

The same winner emerged during the experiment: it took KLM 28 minutes to respond with a qualified/useful answer to the Facebook post. (More on this study and results/experiment in an upcoming blog. Lots of data to analyse.)

What is SSMX – and these unconferences – and how to fertilize innovation?

Try googling SSMX or look it up on Twitter #SSMX (once you learn to ignore a less favourable ongoing Twitter conversation in Japan which had a completely different, and definitely not business facing use of the tag).

Karin Bäcklund SSMX 2013

People share pictures – don’t we all. Here are some nice ones that are truly artistic by @deeped

But they share content, reflections, discussions, presentations, feedback, research and already now feel inspired thinking about how to contribute to the next major sharing event in this community. There are similar unconferences happening across the Nordics, as an example the WebCoast

https://www.facebook.com/webcoast

… in Gothenburg taking the conference out into the region.

Sweden is a big  country with long distances to travel, and not everything happens in Stockholm. Another not to be missed social innovation event is happening over a weekend on an island off the southeast coast called Tjärö. Bring your tent, and beware of the sheep

http://www.swedensocialwebcamp.com/

sswc-lounge.jpg