Enabling the Social Enterprise: Capgemini

Capgemini has a focused social business solution, offering a shared service that combines commercially available tools and technologies and proprietary methodologies, processes, and algorithms to deliver an integrated solution to address the listening, engagement, and analytic requirements of its customers. While modest in objective, we believe Capgemini is addressing a broad swath of the existing market in a pragmatic fashion. For existing Capgemini clients in targeted industries—CPG, retail, automotive, media—we believe this approach merits consideration. Even clients in more mature stages of their social engagement strategy can benefit from Capgemini’s process-driven approach and its early insights into driving ROI.

We do not expect this to be an account-opener for Capgemini as its benefits are best realized in environments where other relationships are already in place because of the integrated nature of the company’s solution. Of note, Capgemini has evolved its approach to where it now believes its social business approach can actually drive ROI via the top line. For clients,this has two important characteristics:

• Social business isn’t merely about cost-transference or containment. It can reliably drive cost-effective top line revenue growth.
• For clients looking to evolve their service provider relationships from cost arbitrage to business value, social business represents a real opportunity, albeit in an admittedly immature market.