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The True ROI of Collaboration

August 27, 2012 at 7:16 am PST

As INSEAD and UC Berkeley Professor Morten Hansen says, “The goal of collaboration is not collaboration itself, but great results.”[1]  Working with many of our customers, we’ve developed a framework for assessing the true ROI of collaboration, and it falls into three distinct categories:

  • Operational ROI allows you to assess how collaboration eliminates or avoid costs associated with running your business. You might cut travel, reduce infrastructure needs, lower bandwidth or energy costs, save on office space and so on. Collaboration tools can replace or reduce the need for many of these types of costs.
  • Productivity ROI refers to savings generated from more efficient processes, accelerated decision-making and reduced cycle times. Collaboration can lead to significant productivity gains in any number of ways, such as optimizing within lines of business or matching your organization’s expertise to opportunities early on.
  • Strategic ROI can be the hardest to measure, but perhaps the most transformative. This kind of ROI occurs when collaboration enables your business to take a giant leap forward in areas like enhancing customer satisfaction and loyalty, accelerating innovation, introducing new business models or entering new markets. These types of changes can also reshape an industry in fundamental ways.

These three types of ROI sometime manifest themselves differently across Read More »

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Cisco Collaboration and Unified Communications Customers: We’re Listening

Listening to customers is a top priority for Cisco. I spend a lot of time with customers and their valuable input has directly influenced the strategic direction of our core collaboration platform.

What I’ve learned is that customer needs vary based on the perspectives of three distinct groups within the enterprise: Read More »

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