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Author: Thierry de Baillon Category: Posted: February 28, 2013 1398 views _ Comments

Learning is SocialOur educational system is broken. This isn’t breaking news, of course, but what strikes me is that, while being more and more aware of the deep changes at work in our life, and of the necessity for the corporate world to adapt to the growing hyper-connected nature of our world, most “social business” discussions circle around ways to enhance operational mechanisms, and tend to ignore the real infrastructure these are built from. Can we really talk about trust, collaboration, or leadership, without considering seriously the social and psychological mold which conditions so many of our behaviors: education?

From Socrates to Black Hussars

Far from all the hype surrounding social and collaborative enterprise technologies, social learning remains contained to a confidential arena. Putting side by side the words “social” and “education” (in the mundane sense of knowledge acquisition) in the context of the workplace means...

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Author: Richard Hughes Category: Posted: February 27, 2013 1235 views _ Comments

Happy young businessman working in the parkAs I’m sure you’ve already read somewhere else today, Yahoo is banning working from home. This move has been met with derision as such a backwards step, but also with agreement from some former Yahoo employees. The quote that stood out most to me was this:

 A lot of people hid. There were all these employees [working remotely] and nobody knew they were still at Yahoo.

What struck me was how difficult it would be for an employee of a company with an established enterprise social network to hide in this way. Their absence would be noted both anecdotally (“Richard doesn’t seem to be in my activity stream much this week”) and statistically in usage reports.

I work from home all the time, but remain one of the most active contributors to BroadVision’s own internal Clearvaleenterprise social network. I’m not the most active any more, but almost everyone who has overtaken me also works from home all the time. Indeed, we consistently see much higher activity from home-workers than office-workers. On an enterprise social network you can...  Read the article
Author: Elizabeth Lupfer Category: Posted: February 27, 2013 1062 views _ Comments

enteprise-mobile-secuirtyIn a post on ReadWriteEnterprise, guest author Vijay Dheap, Mobile Security Strategist at IBM, outlines how organizations can effectively implement a mobile risk management strategy. Below is an excerpt of the post, but for the full version please read: The Mobile Enterprise: 4 Steps To Keeping It Secure [Infographic]

Security is a balancing act, especially when it comes to emerging technologies that promise to unlock massive business potential. Each new wave of change requires an enterprise to adapt its security posture, or risk being left behind – or exposed to unmanaged risk.

Mobile is no different.

Given the dynamic nature of the mobile market (see mobile stats in the infographic below), it can be difficult for an enterprise to define a mobile risk management strategy. Organizational inertia alone can lead to...  Read the article
Author: Brian Vellmure Category: Posted: February 13, 2013 817 views _ Comments

If we truly believe in customer “relationships”, then the concept that the customer is always right is unfortunately flawed, because very few people are ALWAYS right. Customers can be irrational, selfish, irresponsible, and even unprofitable.

As in any relationship, sometimes there is mis-alignment of expectations and lack of a compelling value proposition for both sides. The opportunity for value exchange changes and evolves over time. The duty of an organization is to continually listen, show empathy, gain a deeper understanding of needs and jobs, and provide a product or service offering that provides significant value for their customers, or better yet, provide a platform for customers to co-create their own products and services, and support each other in their mutual journeys and jobs to be done.

To fail to recognize that some customers are...  Read the article
Author: Brian Vellmure Category: Posted: February 08, 2013 1173 views _ Comments
Ashley Verrill – a expert with CRM reviewer – interviewed me recently for the second edition of CRM’s Next 5 in 5. This report was an update from predictions five of my industry cohorts made about technologies that will change CRM in the next five years. Special thanks to Ashley for the conversation and for providing the edited snapshot of our discussion below:

Ashley: You’ve talked a lot about how the importance of advancements relative to contextualizing CRM — such as Mobile, Big Data and Social – are a little over amplified (though still important). From your perspective, are there any products or services out there that have actually made real innovation and change to how we use CRM systems?

Brian: Digital networks have significantly transformed how we as people interact with other people, information, and increasingly devices and machines. More and more of our lives are moving into the digital realm. Where we are. What we are doing. Who we know. What we say or think or like. The technologies that capitalize on this increasing wealth of information are the ones that will endure past the hype. These innovators will advance our capabilities in three primary ways: ...
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Author: Mark Fidelman Category: Posted: February 03, 2013 1167 views _ Comments

imageIn an article I wrote last year titled “Why Every Company Needs to be More Like IBM and Less Like Apple”, I compared the cultures of both companies and how over the past 25 years they had flipped: “Today’s Big Blue is the antithesis of Big Brother. It’s ‘Big Open’. A transparent, nimble, collaborative organization known more for listening and engaging customers than for dictating to them. While ironically, some say Apple now resembles Big Brother given their propensity for tight controls.”

That article and the number of follow on pieces written to support and rebuke my argument stirred up a heated debate that continues... Read the article
Author: Esko Kilpi Category: Posted: February 03, 2013 1223 views _ Comments

Last week I met with executives from large traditional manufacturing firms asking what the ideas of social business might mean for them. What kind of changes might be ahead?

There is a saying that without customers, you have no business being in business. Accordingly, customer focus has been the dominant idea in business since the 1960s. Businesses have focused on customers as an audience for products, services and marketing messages.

But unfortunately many businesses still consistently miss the big shift: customers have transformed from an audience to actors. Firms don’t create value for customers. The way customers actively use the products and services creates value. More value or less value.

Many troubled companies still focus mainly on the wrong things. Their turnaround efforts don’t typically involve the customer. Managers streamline the businesses mainly through cutting costs; they re-engineer the internal processes to make them more cost-efficient. But they regularly leave out the most important part of the equation. They don’t start from the outside, the customer, and work in. They don’t create...

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Author: Alan Hamilton Category: Posted: February 01, 2013 1221 views _ Comments

The path to becoming a social business, one which has a more engaged workforce, customer-base and supply chain, is one which ultimately leads to greater business success. What components, however, do you need to consider putting in place from a strategic standpoint?

My graphic below attempts to put each of the components I feel any organisation should consider implementing or integrating into their social collaboration environment.


The Path to Social Business
(C) 2013

The blue cans at the bottom of the arrow are the... Read the article
Author: Brian Vellmure Category: Posted: February 01, 2013 808 views _ Comments
Lots of executives, marketers, customer service folks say they work for a customer focused organization. They say they care about the customer experience. According to a myriad of research reports, blogs, tweets, podcasts, and whitepapers, I see an increased focused on customer focus, customer experience, customer engagement, customer intimacy, etc. etc.

This is undoubtedly the right direction, and frankly the only direction for corporate survival and growth, in my opinion. A key and often underrepresented component of developing meaningful and profitable customer relationships is TRUST. I’ve written more about thathere.

So how are we collectively doing being customer focused? Do “what we say” and “what we do” actually line up?... Read the article