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Author: Jacob Morgan Category: Posted: October 30, 2011 1440 views _ Comments

The Net Promoter Score is oftentimes used by organizations to help them measure and understand customer loyalty.  This score is measured simply by asking customers, “on a scale of 1-10 how likely are you to recommend our company to a friend or colleague?”  It has also been suggested that instead of asking customers how likely they are to recommend a company that they instead be asked, “do you actually recommend our company?”  Both of these questions can help understand customer loyalty.

But, what about the loyalty, the engagement, and the morale of our employees?

A few months ago I wrote that if I had to pick one metric on which to base the success of emergent collaboration efforts that one metric would be company morale(or something close to it such as engagement or fulfillment).  Why don’t more organizations have an internal employee engagement score similar to the...  Read the article
Author: Esko Kilpi Category: Posted: October 28, 2011 775 views _ Comments

Dire economic views typically lead to emotional reactions and social fragmentation. This always results in bad decisions and conflicts. Then frustrations further increase as the established ways of doing things come under more attacks. Irritation over the perceived ineffectiveness of governance systems then creates the wish for a savior, a strong person, to come and clear up the mess. This is how we create dictators, this is how they come into power. This is how Hitler was elected.

The same dynamic is still inbuilt in our political and social systems and should be taken into consideration when we try to figure out what may happen next. Rather than trying to ... Read the article
Author: CV Harquail Category: Posted: October 27, 2011 878 views _ Comments

We can get to4292126780_03806f6deb_o.jpg social organization on 4 basic paths:

            1. Technology
            2. Social Business
            3. Collective Values
            4. “Product” Resonance

Two of these paths get a lot of attention, and two of them are under-appreciated. Can you guess which two will lead to the most positive transformation?

1. Technology

The Technology path is the classic model, where the availability of technology leads to the desirability of that technology which leads to implementing that technology. Social media tools exists, we like them, we are able to add them to our enterprise 2.0 systems and so we do. Besides, they’ll make work more efficient, reduce waste, increase speed, etc.

Technology-driven ‘social’ seems most prominent in... 

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Author: Michael Fauscette Category: Posted: October 27, 2011 877 views _ Comments
I titled the post "Innovation Management", but I intend to focus as much on the activity as on the underlying system. While innovation management is the name we use in our just released Social Business Taxonomy (IDC Doc #230541, currently subscription required, but shortly will be posted here). I'm a little wary of using "management" as a part of a market name. I think we maybe need less  "manage" innovation and more "doing" innovation. It's like content management, while management is what most of the systems end up doing, what we're really trying to do is "share" the content. We should have called the systems content sharing or maybe content liberation software instead. The same is true of knowledge management. Traditionally people "managed" information (and its flow), which... Read the article
Author: Harish Kotadia Category: Posted: October 26, 2011 1069 views _ Comments

In the industrial age, companies mass produced goods and promoted their products and services through mass media in order to sell them. Customers had little involvement in product creation (other than occasional feedback they provided through marketing research). And if customers had any problem, they contacted a support agent via mail or telephone.

Social media have radically changed this equation between companies and their customers by empowering customers like never before. Customers can discuss about products on social media channels and companies have no control over what customers are saying about their brands.

But instead of engaging customers on social media, most companies still rely on marketing the old fashioned way – a vestige from the... Read the article
Author: Jacob Morgan Category: Posted: October 25, 2011 852 views _ Comments

When you think about it there are really only two things that are unique to every individual, their email and their phone number.  This is important when we talk about emergent collaboration especially when the topic of moving people away from email comes up.  I know that there are many people who believe in the death of email, minimizing the usage of email, or perhaps switching people away from email to another platform, but I don’t think this is really going to happen.

Let’s assume for a moment that there was no email and you wanted to get in touch with me, your options would be to leave a comment on my blog (assuming you read it), send me a message or a reply on twitter (assuming you use the service and can find me), a note on linkedin (again assuming you can find me), or a facebook message (also assuming you can find me and can friend me).  Now let’s say I get 50 messages a day on various platforms, this becomes inconsistent and inconvenient both for me and for the people trying to get in touch with me.  Now, if you are a colleague of mine you can use the phone, an internal collaboration tool (assuming there is a standard platform for this), or perhaps you... Read the article
Author: Jane Hart Category: Posted: October 25, 2011 1003 views _ Comments

We are hearing a lot about new social learning tools and platforms that are becoming available – but do you really need them in the workplace?

As business is becoming more social and we are using new social tools to work collaboratively with one another as we work, do we really need another set of social tools specifically for learning?

First of all I think I need to be very clear what I mean by “learning”. I don’t just mean studying a topic formally on a course but also about acquiring skills and knowledge in other (less formal) ways. The terms...

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Author: Michael Fauscette Category: Posted: October 25, 2011 1126 views _ Comments
This morning Oracle announced its intent to acquire RightNow Technologies, a SaaS customer service / CRM application vendor for $1.5B. The acquisition is positioned to expand Oracle's recently announced Public Cloud offering and signals a shift in focus for Oracle's acquisition strategy. Oracle's Public Cloud offering, up to this announcement, was presumed to be composed of existing Oracle products including Fusion Applications but clearly now, Oracle plans a more aggressive move into the SaaS apps space. This is consistent with Oracle's strategy which has, for the last 6+ years been based on an aggressive acquisition strategy, first in horizontal apps and lately in deep vertical apps, all aimed at building out the broadest set of capabilities in its apps portfolio. With the shift to a focus on cloud, validating the overall momentum that cloud apps have garnered in the enterprise over the last ... Read the article
Author: Michael Fauscette Category: Posted: October 24, 2011 1439 views _ Comments
We have this debate running about social software and whether it's, for the most part anyway, a set of features that should be embedded in other products / platforms, or long term stand-a-lone products. The evolution of new applications can take a few different paths but there seems to be a pattern of sorts. It goes like this, some one sees a business need (or opportunity to create awareness of a need) and builds some software to address that need. Others see the need and either 1. copy the feature set as their own product, 2. create a competing but different product or 3. extend an existing product to meet the business need. All of these can exist ... Read the article
Author: Ross Dawson Category: Posted: October 23, 2011 914 views _ Comments

Mary Meeker, formerly of Morgan Stanley and now of venture capital firm Kleiner Perkins Caufield Byers, continues to do her annualpresentation at Web 2.0 Summit, providing an unparalleled compilation of research about the global internet industry.

There is a lot to digest in the 65 slides of the presentation, so I thought it was worth pulling out some of the more interesting ones on mobile. Below is the full presentation, plus six charts giving insights into the state of the global mobile industry. ...

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