Geoffrey Moore introduced the Systems of Engagement concept about two years ago. This vision for the future of Information Technology is gaining broader acceptance – but a surprising number of executives are blind to the coming sea change. Is it hype or reality? For me, this question boils down to one certainty: traditional companies must infuse their organizations with digital DNA – and I believe systems of engagement accomplish this. They raise Digital DNA quotients by using consumer technology to make companies more effective. This notion of effectiveness is a key shift from a two decade long focus on efficiency. That’s not to say the importance of efficiency has diminished, in fact I’d say the next phase in the search for efficiency gains is upon us. But at the same time, effectiveness will headline a decade long journey focused on growth. The same platform that enables next generation efficiency – Mobile, Social, Big Data, Analytics and Cloud Computing – forms the foundation for effectiveness through systems of engagement.
Tag Archives: Social CRM
I recently participated in the writing of an article on Social CRM for the Insurance industry. The piece is now available online via the Insurance Networking News. The Insurance industry is showing a great deal of interest in social business – and I hear it in most discussions with industry executives. It is clear that the industry is beginning to understand that insight from social channels can drive better decision making. Companies like Farmers Insurance are driving new growth, new product development, and customer retention by sharing information from Twitter, FaceBook and LinkedIn with their network of Agents.
A recent study indicates that 56% of companies are planning future Social CRM initiatives, while Gartner indicates that 30% of companies will extend their Social Networking efforts to Social CRM processes within the next two years. As I note in the article, social computing will enable a powerful sales, marketing and customer service platform that improves the customer experience and elevates brand identity. The full article is a worthwhile read, and provides some insight into the future use of Social CRM in the Insurance industry.
Leave a comment | tags: Business Analytics, Innovation, Insurance Industry, Social CRM, Social Media Monitoring, Voice of the Customer | posted in Business Analytics, CRM, Industry, Insurance, Social Computing
Are you listening? All of the communication occurring in social channels can challenge our listening skills. How are we sure that we are listening in the right places? What should we be listening for? How can listening translate to tangible benefits for my business or organization? Those are only some of the pressing questions that companies are attempting to answer. As companies move down the inevitable path of co-creating products and services with customers, social channels will become an increasing source of ideas and innovation. The business imperative for customer intimacy will drive many company strategies over the next decade.
2 Comments | tags: Business Analytics, CRM 2.0, Social CRM, Social Media, Social Media Monitoring, Social Technologies | posted in Business Analytics, Social Media, Social Technologies, Voice of the Customer
I highly recommend this article by Mark Suster titled The Power of Twitter in Information Discovery. This same author has written a piece on Twitter’s use cases, which is also a good read. For those that still think Twitter is about telling people what you had for breakfast, these are must reads. I agree completely with his perspective and use Twitter in a very similar manner.
1 Comment | tags: Collective Intelligence, CRM 2.0, Social CRM, Social Intelligence, Social Media, Social Technologies, Wisdom of Crowds | posted in Social Media, Social Technologies, Voice of the Customer
This Press Release from Verint continues the Social Media and customer service drum beat. The recurring themes are:
- A growing challenge to identify, collect and act upon data delivered through an expanding number of customer communications channels
- The need for an aggregated and unified view of customer data across all channels
- Analysis that delivers insight drives rapid and informed action
- Companies are not equipped to analyze the interactions that occur via email, chat, social media, forums, etc.
- There is a heightened need for text analytics. Solutions that mine interactions and feedback across multichannel customer communications – including email, chat, blogs, review sites, social media and other text-based channels – continue to emerge
- Workflow delivers insight to the people that are best equipped to manage issues, address specific customer service concerns, or get ahead of negative sentiments in social media
2 Comments | tags: Business Analytics, Call Center, CRM, CRM 2.0, Predictive Analytics, Social CRM, Social Intelligence, Social Media, Social Media Monitoring, Social Technologies | posted in Business Analytics, CRM, Social Media, Social Technologies, Voice of the Customer
Customer support is evolving to handle an ever-growing number of channels. Social media interaction is playing an expanding role in how companies provide support to their customers. I believe this Press Release from Attensity gives us a view into the future call center. As the press release points out, social media is quickly becoming a key component of customer care strategies.
7 Comments | tags: Business Analytics, Call Center, Sense and Respond, Social Analytics, Social CRM, Social Media, Social Media Monitoring, Social Technologies | posted in Business Analytics, CRM, Social Media, Social Technologies, Voice of the Customer
CEOs believe that the time has come to reinvent customer relationships. That’s one of the key findings in IBM’s 2010 CEO Study titled “Capitalizing on Complexity”. This belief is based on the following observations:
- The world is massively interconnected, thereby making customer intimacy a priority
- Customers have more options due to globalization and dramatic increases in available information
- Differentiation will come from innovation and co-creation with customers
- The information explosion presents a great opportunity to develop deep customer insights
Leave a comment | tags: Business Analytics, C-Level Concerns, Collaboration, Collective Intelligence, CRM, CRM 2.0, Innovation, Predictive Analytics, Revenue Generation, Social CRM, Social Media, Wisdom of Crowds | posted in Business Analytics, CRM, Industry Trends, Social Media, Social Technologies, Voice of the Customer
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- The Fourth Listening Post: Re-Learn Your Customer for Insight-driven Customer Experience“All we have left is customer experience.” Telco Panelist, Social Shake-up 2013, annual social media conference, Atlanta, Georgia The Customer Experience Advantage Digital technology has driven consumerization and commoditization across every industry, eradicating many of the historical advantages in product, …
- A Closer Look at Transformation – Part 14Next up in this transformation series is the ninth and final enabler: thinking differently. How can we enable the characteristics so important to future success, if we don’t start thinking differently? Status quo thinking is the cause of many transformation …
- A Closer Look at Transformation – Part 13Next up in this transformation series is the eighth enabler: the evolution from descriptive to predictive analytics. At the heart of future success lies the ability to leverage insight for competitive advantage. Yet, analytic capability and data driven cultures are …
- A Closer Look at Transformation – Part 12Next up in this transformation series is the seventh enabler: Collective Intelligence. One of the key themes throughout this transformation series is the clear movement from an enterprise entity to an extended enterprise of stakeholders. This extended enterprise – or …
- A Closer Look at Transformation – Part 11Next up in this transformations series is the sixth enabler: sense and respond systems. These systems are critical to the transformation agenda, as most of the disruptive technologies likely to impact the enterprise in the next decade have data at …
- A Closer Look at Transformation – Part 10Next up in this transformations series is the fifth enabler: systems of engagement. Geoffrey Moore introduced the Systems of Engagement concept about two years ago. This vision for the future of Information Technology is gaining broader acceptance – but a …
- A Closer Look at Transformation – Part 9Next up in this transformations series is the fourth enabler: next generation experiences. As we are now deep into this transformation series, some of the drivers and tactics are similar across the various enablers, so you will start to see …
- A Closer Look at Transformation – Part 8The next focus of this transformation series shifts to the emergence of value ecosystems and their role in driving the Enterprise of 2020. As we look at the Apple ecosystem and offerings like the connected car, mobile commerce, energy efficiency, …
- The Digital Enterprise and the Changing Role of ITDigital transformation involves the four pillars of technological disruption, namely Big Data and analytics, cloud computing, mobility and social networks. These together can provide major benefits to the enterprise, including easier customer reach and personalized customer care, leading to improved …
- A Closer Look at Transformation – Part 7Next up in this transformation series is edge-driven design, the second enabler. This key enabler is growing in importance as developed economies are moving away from command and control models and towards edge interaction that is value-based. The design principles …
- The Fourth Listening Post: Re-Learn Your Customer for Insight-driven Customer Experience
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