Forrester recently released a study on the Total Economic Impact of IBM’s Exceptional Web Experience solutions. You can obtain a copy of the full report here after you register. The study was commissioned by IBM and they did have some input into the study, but the analysis was completed by Forrester.
In the study, Forrester interviewed four actual customers and built a ‘composite’ company on which to develop the TEI. The resulting composite company was modelled as a large state-based health services provider with greater than $7B in revenue and 3.5M customers.
As you might expect, the study concludes that there is a big ROI of 96% from the examined solution. This translates into a payback of less than one year. Benefits come from a variety of both hard and soft sources:
Online bill payment
Improved document management
IT cost avoidance
You can read the study for full details. It is well presented and supported by solid calculations that take into account all potential costs and benefits.
Turns Out Companies Are Investing in Social Media
Wed, Dec 4th 2013 12:14p Michael Porter Google’s Wildfire commissioned a study on the How Brands Staff and Budget With Social. It’s far too long for me to replicate but here’s a couple nuggets:
There’s a lesson here and it’s that social media has become a defacto part of corporate life and interactions with customers. See the whole info graphic here. [read] Keywords: enterprise
Dreamforce: Move Marketing from a Cost Center to a Profit Center
Fri, Nov 22nd 2013 8:15a Mark Polly Well Dreamforce 13 was a whirlwind and I’m glad to be home. The final session I attended was delivered by Sungard’s VP of Marketing, Christine Nurnberger. While the title of the session said something about Marketing Metrics and ROI, it really was about how Ms Nurnberger transformed Sungard’s marketing efforts over the last 18 months. While I was hoping to learn what metrics she used and how she calculated their ROI, I took away more important information than that.
My [read] Keywords: network
Dreamforce: Developing for Google Glass
Thu, Nov 21st 2013 12:15p Michael Porter Maximiliano Firtman, author of the O’Reilly book, “jQuery Mobile” presented on some basics around development. It was less a look at the development tools and more a look at the options for development and the paradigm you take into account. He’s a a “Google Explorer” and has a chance to muck around with the Glasses for a bit.
It’s not the Get Smart phone shoe as a phone. It’s about a variety of tools like Google Glass, Sony [read] Keywords: apple
Dreamforce: ExactTarget Marketing Cloud Social Roadmap
Wed, Nov 20th 2013 6:18p Mark Polly Patrick Stokes, VP for Product Management at Salesforce provided highlights of the social roadmap for their Marketing Cloud. The following are the four areas that are the focus of the roadmap:
The social tools in the Marketing Cloud include Radian 6, Buddy Media and Social.com. These tools are integrated with ExactTarget to provide an overall platform for marketing. As an example, they are tying Social Advertising available through Social.com into the Jour [read] Keywords: facebook
Dreamforce: Marketing Technology Landscape
Wed, Nov 20th 2013 2:18p Mark Polly Brian Andersen (LUMA Partners) and Robin Bordoli (Marketo) gave a great presentation on the Marketing Technology Landscape. This area is to broad to get into details in one hour, so they presented an overview of the market and then suggested the following three tactics to cope with the vast amount of change going on:
Accept that buyers are in control – it used to be that the buyers contacted the seller well in advance of a sale and the sales team took over to convert that buyer into a c [read] Keywords: network
Dreamforce: YAHOO! CEO Marissa Mayer Keynote
Tue, Nov 19th 2013 7:18p Michael Porter They started off with a video of Leviev Diamonds and how they use Saleforce. The following interview includes a story about a diamond heist. They used the data in Salesforce to document the loss to the police.
Mark Benioff also interviewed the CEO’s of Men’s Warehouse and Whole Foods. Honestly, that’s quite the list of CEO’s to come to a tech conference. It includes the CEO’s of HP, YAHOO!, Leviev Diamonds, Facebook, Men’s Warehouse, and Whole Foods. [read] Keywords: community
Dreamforce: Managing Social Conversations with Buddy Media
Tue, Nov 19th 2013 5:18p Mark Polly Barbara Meskin from Jim Beam presented how that brand learned how to engage customers through social media on a global scale. The journey that she decribed included the following steps over two years, although these things were not done linearly all the time:
Social Audit – here they had to figure out what they had and how social media was used across the world. They found 28 Facebook pages, all with inconsistent message, inconsistent branding and multiple personalities
Stakeholder Al [read] Keywords: facebook