Mike Boysen

I've had this one up on my board for months!

Over in the Accidental Community we discuss CRM, Social CRM, Enterprise 2.0 and everything that ties them together…sometimes. In this case we were, and I thought it was worth sharing a very important contribution to the discussion. The topic was Social Experience Design and Graham Hill jumped in with 6 general steps to achieve the most powerful, uh, outcome. Here they are:

Quote….

How much of your CRM application are you actually hiring? Yes, I understand you are paying for all of it. The question is whether you are leveraging all of it? CRM is not the same for each type of business, or even for different businesses of the same type. They each have different roles to play in their particular market space which are designed around their understanding of their current product, their current customers, their current resources, their current capabilities and what their current competitors are doing. Yet, they have historically flocked to technonlogy that was beyond their capabalities and needs. And while these seem to be products that overshoot the market today, companies are still spending even more extending them! Well, they are spending something during these hard times, but usually spending it in the wrong place.

This reality, amongst other things, is what drives most businesses to mediocrity over time – from...

I was reading a great post by my friend, and colleague, Brian Vellmure this morning (Network, Signals Reputation and Delight) and felt like adding to the discussion.  Initially, I began to write a comment, but once it turned into a blog I reconsidered and posted it here.

Building a network and reputation is critical. Unfortunately, I feel as though the rapid emergence Brian mentioned can amplify your lack of competitive understanding of your customers. Like many of you, I’m concerned with crafting the right message and the right reputation.  However, instead of worrying about all the tools and services empowering customers (and you) these days, let’s step back and look at things from the messenger’s standpoint. I know...

Do you work in an Enterprise that organizes itself though a command & control hierarchy, makes decisions behind closed doors, and basically prevents you from collaborating with your team – and worse, your customers? If this sounds like you, there is hope that one day your Enterprise will find itself with a Universe of pre-connected employees, partners, vendors and customers.  Will they simply ignore the opportunity to leverage these connections, or will they continue doing the things that got them there as though the customer & business landscape never changes?  No, I'm not talking about Facebook, so don't get all excited!

There are a growing number of new platforms soon to come online that will potentially disrupt the traditional top-down approach to the Enterprise solution proposition. If you're working somewhere like many places I've worked, then the only collaboration that takes place with regard to which software applications are selected is one way – use it! IT...