Smarter Workforce

Management
Today’s 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.

Interactivity Tips

1. Ask A Question

2. Download a PDF copy of today’s presentation

Engaging Millennial Workers, Change Everything
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
The Millennials

• Learn to orchestrate the cloud. Sign up for a Google

Apps 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
The Millennials

• Tablets, yeah
• Sign up, read the Foursquare for business section of
their blog (http://foursquare.com/businesses/) and
think 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
Smarter Workforce Management

Barton Goldenberg
December 21, 2010
Barton Goldenberg

• President & Founder of ISM, Inc.

• CRM, Social Media and Contact Center

Strategic Advisor to global, best-in-class
organizations since 1985

• Author: “CRM in Real-Time” (2008)

“CRM Automation” (2003)
“The Guide to CRM Automation”
(annual publication since 1989)
Sample Customers

10
 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

Smart Phones as Pocket PCs
• Apple iPhone with OS X iPhone edition

• Google’s Android

• RIM’s Blackberry

• Windows Mobile 7.0

• Palm’s Web OS

• Nokia Symbian
 Phone Obsession
• 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
 Social Media Wave
• A set of highly interactive technology
tools that leverage the fundamental
human desire to interact with others

• On-line communities that allow people to get

information, opinions, solutions and ratings directly
from each other rather than from organizations
• A new way for organizations to communicate with
and relate to employees, consumers, partners and
other stakeholders
 Social Media Tools
• Blogs
• Wikis
• Video
• RSS
• Widgets
• Podcasts
• Social networks
• Other (ratings, polls, forums, idea sharing)
Preferred Communications Source

In 2009, more people communicated via social

networks than via email.

Source: 2009 Nielsen Study

 Impact

“This collaboration that kids got through social

networking is the future of business”

John Chambers
 Digital Client Challenges

• Always-on, always-connected

• Multi-channel

• Business in an instant
Smarter Workforce Management

People
50%

Process Technology
30% 20%
Sample Customer Profile
Customer Info
Activities
- Name, address Products
- Date
phone, email, contact - Result - Report A
& channel preferences - Report B
- Follow-up - other
- Therapeutic areas
Customer News
- Financials
- M&A Financial
- Mgmt team - Current sales
- LTV

Marketing
- Campaigns Operations
- Next best offer - Claims issues
- Market research - Billing issues
Customer Insight
Customer Svc
Competitive - Product launch
feedback - Current
information
- Customer survey - Historic
 Sample Customer Profile
Customer Info
- Name, address Activities
Products
phone, email, contact - Date
- Result - Report A
& channel preferences - Report B
- Therapeutic areas - Follow-up - other
Customer News
- Financials
- M&A
- Mgmt team Financial
- Current sales
- LTV
Social Media
insights
Operations
- Claims issues
Marketing
- Billing issues
- Campaigns
- Next best offer Customer Insight
Customer Svc
- Product launch
- Market research Competitive - Current
feedback
information - Customer survey - Historic
 Critical Tool Integration
Sales Automation Tool
Music Address Book

Phone Email

Alarm Clock Internet Browser

Video Camera

Facebook “Mobile Desktop”

Social Networking Instant Messenger

Diary Pager

Newspaper Games SMS

Source: RIM
Change Management Ladder

Commitment

Involvement

Acceptance

Understanding

Awareness
 Closing Observations
Smart organizations welcome the digital client,
acknowledge the inherent challenges, and adjust
their processes, technology and cultures to achieve
smarter workforce management
How to Connect with ISM
Barton Goldenberg Blog
http://bartonjgoldenberg.wordpress.com/

@BGoldenbergISM

ISM/Barton Goldenberg

ISM Inc.
Questions
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