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Posts Tagged ‘Collaboration’

What is Twitter for Anyway?

The dynamic of Twitter has changed, it is different, and I am struggling to put my finger on exactly what that change is about. It is possible that I am different, or that my needs and wants from Twitter are different. But, Twitter must be more to people than just a place to whine, or vent, unfortunately, that seems that is what makes the news. Twitter is an acquired taste. You cannot tell someone to like it, they just have to figure it out for themselves, find their own best use. This does need to be an active decision. Twitter is the bridge between Social Media and Social Networking and the recent change, the new dynamic, seems to have made that chasm wider, and that bridge harder to cross.

Twitter was my introduction to Social Media. I joined and starting using it about the same time as Facebook and the time I started blogging. Yes, I watched and maybe created a few YouTube videos, participated in instant messaging, but this was the real start. On Twitter, I started slow, asked me wife to look at my Tweets, just to be sure someone was watching, isn’t that how everyone starts? I was not an early adopter, by any stretch, but I think I was an early adopter from a collaboration perspective, eh, maybe.

Is Twitter for Sales, Support or Marketing?

Yes.

There is no really good answer here, ask 4 people and you will get 5 opinions. There is certainly value for sales people to leverage Twitter. Specifically, it can be a valuable intelligence tool even research tool. But, it could also be a monumental waste of time. A sales person will not close a deal on Twitter, not in the B to B space anyway. It must be part of a broader strategy, and caution is advised. I believe sales people need as much, or more guidance than others to use it effectively.

Talk to Frank Ellison (@comcastcares) and Twitter is good for customer support. Or at least for customer complaints, there is a subtle difference. Is Twitter really good for Customer Support, or do companies simply tolerate it? There was a good discussion on the Social Pioneers Google Group, feel free to peruse the discussion there. If your customers are not likely to be on Twitter or using Twitter for support type issues, no reason to encourage them to move here. Martin Schneider wrote an interesting post about whiners on Twitter, Jacob Morgan talked about the issue as well. but, at a higher level, Social CRM not just Twitter. Support needs to solve this problem, of the whiners, and not reward them. But, if you really want to solve problems, you need to take the conversation somewhere else.

Marketing, of course, loves Twitter. It is a way to broadcast messages, first and foremost. The ones that are doing it right, are using it as part of a multi-channel strategy, to engage with the ecosystem and participate in conversations – listening more and talking less. If they are talking, then the hope is that they are talking about something else other than themselves. People are doing this, brands not so much. I am not going to go deep on the marketing use, hundreds of articles have been written and read. Twitter is a place where Marketing can begin the conversation, but is not the place where a relationship can be built.

Twitter is for Collaboration, and it is where things begin

I asked my Tweeps (Friends on Twitter) what they thought, and the answers support my thesis (statistical sample is small and skewed, but work with me). Collaboration is my favorite use for Twitter, it is very powerful. I have met fascinating people, and have continued collaborative relationships which extended much beyond Twitter. Brent Leary had a great way to put it. “@mjayliebs I like 2.0 and what it allows us to do, but 1.0 is still where relationships began w/ 2.0 become 3D – richer, more meaningful…”

  • Allen Bonde, a management consultant and marketer said: “Twitter is great for alerts, listening and offers for followers. It’s a good discussion starter – but a poor discussion finisher”,
  • Jason Falls, a thinker, blogger and consultant in the media relations domain said “Twitter is for Conversations”,
  • Esteban Kolsky, an analyst and consultant, said:”twitter was the blueprint to evolve collaboration platforms… can it continue to be relevant now? time will tell – gut says meh”,
  • Venessa Miemis, a futurist, philosopher, thought architect, metacog said:”Connecting, sharing resources, network weaving, learning, expanding consciousness, growing, discovery”,
  • Heather Margolis, a Channel Management and Marketing Maven using social media in a B2B world said: “Connecting with those in your industry/eco-system but maybe not in your direct circle of contacts”,
  • Brian Vellmure, a Customer focused strategist said ” 1) People Sampler 2) Learning Tool 3) Relationship/Conversation On ramp 4) Info distribution channel”,
  • Ann Hadley head content, editor Marketing Profs,  said “Twitter is for connecting. Also, whiter teeth.”
  • Mark Frazier – President, Openworld – said “a) scans of torrential innovation, w/links to dive in b) sense of ‘whole person’ via their tweet traces c) map of influence nets”,
  • Mike Boysen, a CRM purist, said “Twitter is a novelty. I found new friends. We quickly moved to another medium. Nothing left to say”,
  • Mark Tamis – with a Enterprise 2.0 and BPM background a said “finding and exchanging information and insights relevant to my interests and further the thinking around them”,

I might be hanging with the wrong crowd, or the right crowd, my preference of course. But no one said “whining”, why is that? Is it because the people who responded actually listen, as well as talk?  Of course Esteban Kolsky wrote a great post just yesterday, helping me to formulate my own thoughts:

“Twitter is a microcosm.  Twitter is a world in itself, and it has dramatic representations of what happens in the real world as well.” He then goes on to say “Twitter is a representation of the real world, no more and no less, and it requires the same commitment to get value out of it as you do from the real world.”

This is crucial to those of  you out there that just love to yell and scream when something happens. Just ask yourself, if you were at a cocktail party, or at a neighborhood BBQ, would you broadcast as loudly? Has it changed for you? Are your teeth whiter? Just asking….

Social, brought to you today by the letter ‘C’

If Social CRM, Social Networking, Social Media or Social Business had the sponsor of a letter, it would be the letter ‘C‘. The reason however is not what you think, of course you need to be Customer Centric, but this post goes beyond that. This post aggregates and builds upon the work of others, who highlight this wonderful letter, as you should as well.

(note, this is my first post since starting Comity Technology Advisors)

Generation C (your customer, now or in the very near future)

Generation C – Cross-generation (source: Springwise and Paul Greenberg) Generation C spans from Boomers through Gen X and Gen Y right up to Millennial. From a customer perspective, this represents change, highlights peer influence and alters who I trust. Generation C is:

  • Content-driven – We are producers; blogs, text, images, audio and video, etc.,…
  • Connected – Phone, Email, Messaging, Twitter, Linkedin, Facebook, RSS
  • Creative – We are able to choose the form of Content that allows us to express our thoughts
  • Collaborative – We like working with Friends, Peers, Mentors, Partners…Oh, and Customers
  • Contextual – What we say, do and think is highly dependent upon where and when we are
  • Communicative – Sometimes without a filter, we say what we say

Organizations need to act, react or just prepare

In his book, (RE)(ORGANIZE) FOR RESILIENCE, Author Ranjay Gulati uses the following to describe the “resilience tool kit”. The book is a worthwhile read, an important theme is centered around why organizations are having trouble keeping up with the pace of change displayed by their customers. The following is my interpretation of the author’s “5 Cs”:

  • Coordination – The alignment of people, process and technology within the organization
  • Cooperation – Focus on breaking down silos, addressing cultural and behavioral issues
  • Clout – Decentralizing power and allowing front facing individuals to act
  • Capabilities – Education and training of all individuals to be, or become customer facing
  • Connections – Create internal social networks which extend outward to partners and customers alike

My own additions to the list

During the course of my reading, implementations, discussions and writing, there are few more which you might want to add to the list. These do not represent a strategy, maybe not even an objective or goal, but focusing your time and energy around what these points mean to you, is time well spent.

  • Conversation – Make sure you having conversations,  not one directional monologues
  • Co-Creation – Involve your customers in the process of creating value for each other
  • Consistent – The message and approach should be as similar as possible with all customers
  • Committed – Once you begin to involve the ecosystem, stick with it!
  • Community – The creation of place where your ecosystem feels comfortable enough to hang-out and chat
  • Cross-Channel – Engage with your customers when, where and how they want (and it may change mid-conversation)

Some words which require more thought

There are some words which begin with the letter ‘C‘ which are words to pay attention to, but be cautious about. I am not going to say they are right or wrong, they simply need some paying attention to, to make sure you are aware of their power.

  • Command – no matter what the goal, an approach will likely have unwanted consequences
  • Control – Just think through what it means to you and your organization, and be cautious
  • Conversion – Many people focus on this metric, what does it mean to you and at what cost
  • Convince – Work to create buyers, not convince people to buy your products or services
  • Change – The only constant is change – be ready for it

What would you like to add to the list? Did I leave anything out? (Aside from the most obvious, Customer of course)

MindTouch CEO Aaron Fulkerson, on Collaborative CRM

April 2, 2010 1 comment

This is a Guest post and a cross post (with permission) by Martin Schneider

CRM takes on many faces, and encompasses a lot of different technologies.  We would be ridiculously arrogant, and wrong, to assume that our solution was the only way to manage a CRM initiative.  When at the optimal stage, CRM systems are hitting on all cylinders by not being one piece of technology but rather many tools working together to support the people and processes that make your human interactions unique.

In that vein, a major trend we are seeing among users and in general is the need for more fluid tools to support the highly versatile forms of collaboration going on around sales, marketing and supporting customers. Gone are the days of information silos – where a sales rep or manager reigns supreme over most of the interaction data surrounding an account; nor is it sufficient to only arm support agents with the data and tools to solve customer issues.

MindTouch is a company with an interesting take on collaboration and data sharing (and what’s even greater is that Mindtouch is a commercial open source company). I caught up with CEO Aaron Fulkerson recently to discuss his SugarCon presentation around Collaborative CRM, and the conversation quickly opened up to include concepts like the convergence of enterprise 2.0 and social CRM, as well as how cloud computing is affecting modern CRM deployments…

Aaron, your SugarCon session is around “collaborative CRM.”  Can you give a quick definition of collaborative CRM vs. traditional CRM?

Terms like “social CRM” and “Collaborative CRM” are being used a lot these days and it seems as if the products in this space grown daily.  MindTouch has a very specific view of what Collaborative CRM needs to be.

I can boil down the biggest difference in two words: Information Asymmetry.  Let’s take a common CRM use case – managing a specific transaction.   This transaction has a lead account manager, perhaps a sales rep who helped qualify the deal, a pre-sales engineer, and possibly a services manager engaged.  All of these team members have various contact points inside the prospect.   These multiple contact points can quickly create an information asymmetry situation where data that might be held in the form of emails, documents, phone call notes, etc., isn’t as accessible as it could be, and that could be to the detriment of the transaction.

Our vision of Collaborative CRM is to create an information advantage for all of the team members involved.  I’m excited to share this vision at SugarCon.

So, where exactly does “Enterprise 2.0” meet with CRM? Are they two separate things?

To realize the ‘information advantage’ I mentioned before, the CRM system must embody Enterprise 2.0-type attributes – that is to say, to openly and easily interface with other information-rich systems, to support the collaboration amongst team members, including those who wouldn’t traditionally interact with a CRM system.

A lot of CRM systems are great with structured data, but how can users better leverage unstructured data like emails and PDFs etc. in their CRM initiative?

Great question.  Unstructured data cannot be overlooked, as they are vital pieces of the activity stream.  All too often, aggregating the data in those activity streams is overlooked, this is especially true for purely ‘social crm’ solutions.  These emails and PDF’s are typically relegated to your desktop or your inbox.   Emailing these documents back and forth has to be the single most inefficient way to share documents, and everyone does it.   MindTouch ensures these types of data points are not overlooked, by integrating them directly into the activity stream, making them collaborative – easy to find, share and act upon.

How does it benefit a user organization to have open collaboration tools versus proprietary alternatives?

No two organizations are the same. You can definitely provide customers with purpose-built and feature rich solutions – but there will always be the desire on the customer side to perform their own customization.  Most often, this occurs with a custom application they’ve developed in-house.   With rigid, proprietary offerings, this might not even be possible.

Finally, how are you seeing “the cloud” change the way businesses collaborate with each other, and their customers?

MindTouch is web-based, so we’ve always had the benefit of providing our customers a solution that could cross boundaries – enabling internal teams to collaborate with partners, vendors and customers.  The big benefit we see in the cloud is that it becomes a great equalizer.   No matter how easy you make your product to download, install and deploy, there will always be that slice of the market that doesn’t have the IT wherewithal to make it a reality.  With the cloud, any size organization can simply sign up and be up and running in minutes.    This means a company of any size can now leverage the same enterprise collaboration solution that companies like Mozilla, RightScale, Intel and the WashingtonPost rely on.

6 Degrees of Social Interactions

March 26, 2010 5 comments

I penned a post yesterday, on the CRMOutsiders, blog titled Are all Interactions Social Interaction? The post was a little more sarcastic than my usual rants and I think it caught a few folks who do not know me a bit off guard. I start the post with the following:

“SugarCRM is holding its annual customer, developer and partner conference, April 12-14, in San Francisco. The venue is the cool Palace Hotel. It is going to be a great event, with some really great presenters, panelists, as well as an awesome evening event at the California Academy of Sciences.”

I went on further to suggest that I did a little bit of a ‘bait and switch’. I even posed a question to myself: “is what I did appropriate?” My idea was to draw people in with a topic intended to create some conversation, but was it really a marketing message in disguise? – not a very Social thing to do. The post was prompted by a question posed by Bob Thompson, the CEO of CustomerThink. The question is: “Can you do Social CRM without Social Media/Networks?” In order to answer that question, first the question of what determines if an interaction is a Social interaction needs to be answered.

Is every Interaction a Social Interaction?

The conclusion I reached, possibly prematurely, is “No” not every interaction is a Social Interaction.  The post did have some back and forth with people willing to share their thoughts. I may need to retract my conclusion, or at least alter it. It it not really binary, it is a continuum, and there are degrees of social. Phil Soffer, Vice President of Product Marketing at Lithium Technologies wrote a great post which I think gets to the heart of the matter. Phil suggests the following:

“a more rigorous definition of the forms that Social CRM interaction takes. I’m not talking about channels here: Facebook versus Twitter, or whatever. I’m talking more about norms and expectations that govern the interaction.”

Phil went on the discuss the Typology of Social CRM Sociability. I agree with the concept, and even some of the specifics. I would like add a bit to this and state the following, the intent of an interaction speaks much more to the Sociability than the channel used. I can broadcast a commercial on YouTube, do nothing but send spam links on Twitter just as easily as I can pick up the phone or send an email to a group of people – which is Social which is not?

The 6 Degrees of Social Interactions

Here are examples of the 6 Degrees of Social Interactions from the Customer perspective. Since this is a continuum, as you progress from 1-6, the characteristics suggest that the customer is becoming a Social Customer.

  1. I said what I am said, really not hoping for a response, just action – monologue
  2. I am talking, hoping for acknowledgment, not necessarily a response, but might be nice – venting
  3. We are talking, but the conversation is a bit one sided – skewed
  4. I am actively asking for information, will not be happy until I get it – social pressure
  5. We are engaged in a conversation and others may join in to push things forward – objective
  6. A community of conversations Many to Many – icing on the cake

Here are examples of the 6 Degrees of Social Interaction from the Business’s Perspective. Since this is a continuum, as you progress from 1-6, the characteristics suggest that the Business is becoming a Social Business.

  1. Here is my press release, look at me – broadcast
  2. Register and Download my whitepaper – broadcast with bait
  3. We are listening, but I am really waiting to talk – pretending
  4. We are blogging and hoping the message makes it out untarnished – comment, nicely please
  5. The Facebook Fanpage is set up, I hope everyone is nice – <fingers crossed>
  6. A community of conversations Many to Many – objective

Is 6 Degrees enough? Probably not, the title sounded cool though. This is analog, not digital. How does this play into Social CRM and answering Bob’s question? Share your thoughts, mine are still gelling and I will share my thoughts in my next post. The short answer is yes, Social CRM can be done without Social Media/Networks, because Social CRM is as much about culture and other soft – but important – change management ideas.

The Path to Success in Social Business is through Social CRM

March 18, 2010 6 comments

At first I was going to state the title in the form of a question, but this is not Jeopardy, and I wanted to make a point. The point is simple really, the path to success in Social Business is through Social CRM, said with conviction, not hesitation. This is not going to be a blog about definitions, though some may show up later or in the embedded presentation. While I have decided to move past the definitions, others may not be ready – fair enough, catch-up when you can. My approach is to put forth a convincing argument by using the characteristics and attributes that make up the Social Customer, Social CRM and a Social Business; not trying to redefine them.

My own struggle has been to place these concepts in the proper context, individually. To try to talk about any of these topics, without bringing up the other two is just hard and many times it just does not make sense. My operating theory is, ‘if I am having trouble a whole lot of other people are as well’. If you are an IT purist, it is like trying to talk about just Cost, just Schedule or or just Scope (not to mention Quality) without talking about the others  – they are related, strongly – interdependent.

While technology certainly plays a role here, maybe it is even to blame, this is not about technology, rather what has started because of it. While the conversation would not be happening if it where not for the rapid change in behaviors caused by technology, it is about the change in culture and the change in behaviors of the customer (iPhone, Facebook, LinkedIn, FourSquare, YouTube, Blogs). Because they are ALL talking to eachother! By the way, whether you are Business to Business or Business to Consumer, it does not really matter. Yes, there are some differences, but there are more similarities than differences. We are all humans, and emotions play a big part in business too, sorry, it just is!

What is the point?

I have stated on many occasions that I use blogging to formulate my own thoughts on a particular topic. In this case, it was the creation of a presentation – or the template for a set of presentations which I need to deliver, beginning next week. I wanted to share the presentation, so that I am able to get feedback and begin a conversation on how I can refine the delivery. What would a presentation be in this space, if it is not actually Social and Interactive. The presentation will not remain static, nor should it. It is also anyone’s to use, if you think it can help. The presentation is not an attempt to be a strategy either, that is yours to create.

My thought process was to break it down into small pieces, then attempt to put it all back together. The baseline of understanding is not a definition of a system, but the characteristics of the system. The end of the presentation is not yet complete, but I wanted to put this out there so people were able to review. Please let me know your thoughts – Selecting the “Wide Screen” option on the lower right worked best for me. If the embed feature did not work, there is a link below.

Vodpod videos no longer available.
I was able to integrate the Prezi on wordpress using vodpod, if the embedding did not work right, just do it the old fashioned way Social Business through Social CRM on Prezi.

Connecting the dots, first step Creating Buyers!

A purist could say I am avoiding the word ‘Sales’, not really, just choosing a phrase I deem more appropriate for a Social Business. I strongly believe that the future of business will be more about the creation of buyers than what we think of today as the selling of product. That said, with all of the talk about ROI, KPI and value, we still struggle to convince our own bosses that this is will happen, because in the end, the measurement is about money changing hands – but that to will also change in subtle ways, as we move forward. My final personal objective is to highlight and expand the Altimeter Group Use Cases. Why, because they represent a great way to get past the ‘Buzz and Hype’. Also, an important aspect, business executives, marketers, PR folks and CRMers can understand them. No, the Use Cases are not perfect, they are not meant to be, I see them as a foundation.

At the end of the Prezi I make the case that in order to actually put the Use Cases into practice, it is required to combine a few of them together to support a full process. If used in isolation, a Social Business will end up creating silos, not what we need – not very Social. Since I am also charged with presenting in between Dharmesh Shah (Hubspot) and Umberto Milletti (InsideView), I took the approach of putting specific Use Cases together to build the process:

The Business Process/Objective: Increasing the size of the ecosystem by creating buyers

Attributes of the Business Process: Listening, Engaging, Information, Transparency, Trust, Value

Use Cases Used: Social Customer Insights (F1), Social Sales Insights (S1) and Rapid Social Sales Response (S2)

Is this perfect? – not even close. Are there other Use Cases which should be enabled here, probably. Should there be a series of conditions, dependencies and ‘what-ifs’. That depends – No blog, book or article will be able to define a strategy, your strategy. You know your business. You know your customer or do you?

Is a Business Culture Change required to find value in Social?

March 5, 2010 9 comments

I wanted to get out a quick post based on some great experiences this week. The interactions were on many different channels; Twitter, Email, Skype, Phone, Face-to-face, Groups, Blogs…all of which make for great engagement, learning and productivity. Or, with so many channels to watch, does productivity take a hit? My approach to work has changed, a lot, especially during the past year. That drives the question is will everyone be as willing to make the changes they need to, in order to bring your business into the future?

A strong influence on my thinking this week came from two sources. One was a very simple tweet by @designthinkers (Arne van Oosterom) where he said simply “Change is synonymous to future”. A very insightful 5 word tweet. My response was “then why do people look forward to the future, but hate change”? I am far from a student in philosophy, I could easily get myself in over my head quite fast. This was my lead-in to the IDC Directions conference in Boston yesterday. Thinking on this topic during my quick jaunt from Vermont to Boston. The conference was very good, and for those of you on the west coast, you can go the 2.0 version next week.

The subject that interested me the most (and the second major influence) was the Social Business track hosted by Michael Fauscette (@mfauscette) and his team from IDC.  Michael’s talk was a fluid, well presented session on Social Business – or more appropriately how to get there. One running theme throughout his talk regarded the platform – no, not technology, the people. Another running theme was about culture, the culture required to enable a Social Business (a topic that will come up at SugarCon as well). Since ‘people are the platform’ does represent a change and will be required to move us into the future, how do we enable this change, without disruption? Or, as little disruption as possible.

I should be able to quickly bring these two thoughts together

For the most part, people do like looking to the future (no, not all people all the time) but, there may be a bit of hesitation. The reason; because moving forward often requires change, and very few people really look forward to change. As Arne correctly (my opinion) pointed out to me, there is the paradox. If change equates to the future, but people like one, but not the other, where does that leave us? When you say “change” or “change management” alarm bells, defense mechanisms and barriers get thrown up quickly. However, in order for people to accept Social Business or Social CRM, there is going to need to be a change in the culture within an organization – the whole organization, not just sales, or support. Without a change, then it will simply become about technology and we will repeat mistakes we have made before.

How do you help people get past the hesitation?

The answer is simple, really. Make your teams, your people, your platform part of the process – and talk about the future, not change. If you listen to your teams, they will in turn become better listeners. People are social, they want to share, then they will lead the charge. Break down silos, enable, reward and promote people being social. Why, because they know your customers and it the right thing to do. Being Social is a state of mind and culture, it is not about technology. Focus on establishing value for all the constituents of your ecosystem, and then things will really come together.



Final part of the Social Business Engine series – People

February 15, 2010 6 comments

People are the fuel that makes the Social Engine run

Remember, that the Social Engine is my own metaphor for what drives Social Business. My objective is not to cram the word “Social” into the first paragraph as many times as possible, it just looks that way. Social is top of mind, and many people are simply trying to put it all together. So, how about this – I have my networks, my media, I talk about CRM, and I do business with people (left that overused word out). Whether you are talking about Collaboration, Relationships, Knowledge Flows, Engagement, Expectations…It all comes down to people. At the core, Social simply means sharing with other people, in the digital sense, it is done in the open.

“People are the platform”

I wish I could take credit for that statement. Proper attribution goes to Michael Fauscette from IDC. We both attended the #scrmsummit last week in Washington, DC. The statement is not some esoteric, bigger than life hyperbole. It is quite simple really.  You cannot have any of these things without people. A Social Business employs people, just as a Social Customer is reliant upon people. A Social Business is one that recognizes the amplification effect – the amplification of value by continuously meeting (or exceeding)  the dynamic expectations of the social customer. If you do a good job, other people will hear it. As we are all well aware the converse is certainly true as well.

Co-Creation takes people

Co-creation is another one of those terms which seems overly complex, people throw it around, seem to be scared by it. Paul Greenberg reminded everyone that is does NOT have to be complicated. Friend Wim Rampen writes about it often. I will be honest, it is a term that has scared me. I will give a simplistic example, surely to be corrected (but write and learn right?). Say you are at the local Pizza joint and you select a few cool toppings from the ‘make your own’ section. You also suggest a new topping, say Pineapple. The restaurant does not have Pinneapple, but makes note of it. As it turns out, when talking to other patrons, Pinneapple is an ingredient that is more popular than they thought. Within a week, the restaurant not only adds the ingredient to the menu, but offer a special rate of a pre-made pizza that has Pinneapple as a topping.

Relationships with people generate value

Wim Rampen wrote a great post on this topic a few weeks ago, along with some great dialog and conversation after the post. My favorite theme is that Customers (People) do not value a relationship with a company, rather the outcomes that can be generated by such a relationship. The one addition I make here is that it may be not only customers, but potential customers, influencers, partners and communities (groups of people). Strong, value driven relationships are crucial components for the fuel that drives a Social Business.

Communities are a critical component

So, if I say that people are the fuel, then communities are increasing the Octane content. This is very well stated by friend Michael Krigsman, in his post Social CRM and enterprise business:

“Social CRM recognizes that current technologies enable customers spontaneously to form large, ad hoc interest groups at remarkable, sometimes even viral, speed”.

Esteban Kolsky commented here that these “impromptu communities” are going to help “advance social CRM faster by not  worrying about the channels (Facebook, Twitter,  Forums) and focus on the behaviors and data.” I will extend Esteban’s comments and say this is beyond Social CRM, but will help fuel the value derived by all members of the ecosystem for any particular Social Business.

People have experiences, and they matter

There are many factors which drive experience. I am not going to call it customer experience, as the Social Business it needs to go beyond the customer. Customer Experience Management is nearly an entire discipline, one that I try to be well read, but tepid to weigh in strongly on. I will speak more from a logical viewpoint, people enjoy (or not) an experience on a relative scale. The scale is based upon their expectations. Esteban recently wrote a post, where we did not comment enough, so we did not meet his expectations. I am not a customer of Esteban, but we work in the same ecosystem. I am using this to simply illustrate the point that experience within a Social Business happens many many ways, beyond just product and service. By the way, he wrote a second post, just about expectations (I took the bait there).  ‘Meeting’ or ‘Exceeding’ is an interesting conversation, for my purposes here, there is a bar, you need to get over it. Where the bar is placed changes, and ‘it depends’.

Are people a new kind of fuel?

No, of course not, just one we have not been leveraging very well. Why, because people are passionate, if they are not, they want to be, and we want them to be passionate.  John Hagel wrote a nice post “Shifting Identities – From Consumer to Network Creator“. It is a post worth reading for sure. Again, the title sounds a bit complex, but it is not really. The post talks about many things, the last part focuses on the mounting pressures at work. Unfortunately, not many employees are passionate, this will become a problem for Social Businesses. As a business, you will need to encourage employees to find passion, otherwise people will struggle to cope with the pressures.. By the integration of personal and professional lives people will be able to become passionate and passion shines through.

We are Social, we are people and when we all truly recognize that, we will be able to realize a Social Business. Is this a change in business culture, probably…your thoughts?

What I have discovered because of Twitter

December 21, 2009 2 comments

That is the title, I am sticking to it, but I do not really like it. The title should be “Who I have discovered because of Twitter”. A slight bit of ‘who I am’ might be in order, to make my point. I tend to take a more pragmatic, with a dash of logic, approach to most things. Even my kids are acutely aware of this point… Recently, my oldest (18) noted to the youngest (9), during a father daughter ‘conversation’: “Watch out Emma, dad just went logical on you, you have no chance”.

Twitter is anything but logical or pragmatic, defining exactly what it is depends upon who you are and what you do. Many have noted that personal acceptance of Twitter (as useful) may take a while, and may be a little steep (and  you may not get there). Considering the value I place on my time (work life balance and all that), I look back and I am a little surprised I made it through…

Since Venessa Miemis started the trend topic, I figured I would quote her, to start (a Tweet): “imagine twitter as the collective ideas & knowledge of everyone on planet. trick is to build ur network so u can access it” So, with that as my backdrop, I prefer to talk about ‘Who’, not ‘What’, there is a chance that ‘How’ will enter the conversation as well. The members of the network have had a greater impact on how I use the application. It is possible that an interesting outcome might be what I have discovered, but that is for you to decide.

The list (of who) is not huge, but the broad spectrum (background, location, interests) of cool people is impressive. The type and level of engagement runs from people I already knew, but I learned a whole lot of new stuff about them, to people I had never met, and I doubt I would have! I have been fortunate enough to turn 140 characters into dinners, drinks, social breakfasts, blogs, comments, business, questions, answers, collaboration. It sounds a bit like community, as @ekolsky notes in his post

Twitter is a community.  Shocking, I know.  There are no forums or ideas or structure (well, you could try hashtags — it worked very well for the #SCRM Accidental Community), but it is a community.  I wrote about this a couple of times.  The main difference, and the great part about it, is that each person gets to build and mold their own community

From a geographic perspective, I have met dozens of people who live in my own backyard (Burlington, VT) to regions far an wide.  I have been lucky enough to begin collaboration projects with great minds from Virginia to California, and London to Bangalore (noting Amsterdam and Paris fit in there somehow).  Which by the way, leads me to my favorite Twitter description, Mark Tamis @MarkTamis – A “Parisian Dutchman with Enterprise 2.0 and BPM background. Management Facilitator. Excited by potential of Social CRM as an organisational change agent!”

To further help the point hit home, I was hit by a little bit of writers block, and noted to Esteban last evening (through Skype, the next ‘what have you discovered’ post) “I promised myself I was no longer going to write about Twitter”. I went on further and said, “I am unhappy with what I have written. I may or may not post on the topic – I am going to stick to Social CRM” – Yep, an excuse. Unable to get a good nights sleep, I awoke to find that both Esteban and Wim Rampen (@wimrampen) – one of the great minds who I have been lucky enough to become friends and learn a great deal from – wrote his post (excellent Wim) earlier than me there are points which warrant repeating here, no need to reinvent the wheel.

..it has been Social Networking in the fourth dimension. It has brought me new friends, connections, thoughts, insights and ideas in a pace I could not have thought possible as little as one year ago.

You could say that I cheated a bit and borrowed from some like minded folks who, by virtue of living 5 or 6 timezones earlier allowed me the luxury of taking a peek at what they wrote first. Uh er, wait, Esteban live 3 timezones behind me, oh well, he does not sleep anyway. Based on some other types of interactions, I may put a motion on the table to rename the “Accidental Community” to the “Sleepless Community”. But, I digress… The key point is that Twitter has allowed me to expand my horizons, learn, collaborate and engage. Is that a ‘What’ or a ‘Who’ I guess I am not really sure.

I feel a bit guilty in not sharing more specifics on the many many folks who have influenced my thinking as of late. I suppose the list is longer than I thought, a good thing.

Have a Twitter story to share? Please do so on our own blog or in the comments . Don’t forget to tweet the link and tag it #MonTwit