I know this isn’t the standard view of Enterprise 2.0,nor do I mean it to be.I’m sure if you’ve investigated the issue what you typically read is that social software tools are the Enterprise 2.0 thing.But when it comes to how you engage your customers,the primary resource remains what it always has been,21st century or not,and that’s people.The kind of culture that propagates throughout a company is a key determinant in the effort to make that customer engagement fruitful,to the point of creating a customer relationship that is both delightful and extraordinary,à la Zappos.
It’s now time to head over to the new business model chapter but not before we hear from Dion Hinchcliffe,who will walk with you over there.
Mini-Conversation with Dion Hinchcliffe
Dion Hinchcliffe,CEO of Hinchcliffe and Company,is an internationally recognized business strategist and enterprise architect who works hands-on with clients in the Fortune 500,federal government,and Internet startup community.He has been a leading thinker when it comes to Web 2.0 in the enterprise with at least two blogs:ZDNet and the Web 2.0 Blog .He is extensively published in leading industry periodicals and publications.Dion was founding editor-in-chief of the respected Web 2.0 Journal and is current editor-in-chief of Social Computing magazine.He has been quoted in BusinessWeek,CNET News,Wired magazine,and CIO magazine,among others.He keynotes major conferences including Web 2.0 Expo,Enterprise 2.0 (naturally),and CeBIT,and is founder of the Web 2.0 University .He can be reached at firstname.lastname@example.org.
The credentials go on and so could I.But enough of me.Take it away,Dion.
Key to Enterprise 2.0 Strategy
As more and more organizations begin to apply social media and emergent collaborative tools to operate more efficiently and effectively,successful best practices and techniques for adoption have started to become clear.Here are three of the most important considerations for an Enterprise 2.0 strategy today.These have been culled from the analysis of a number of Enterprise 2.0 projects in the Fortune 500 and medium-sized businesses:
The full extent of the possibilities and business application of Enterprise 2.0 applications is still just being understood,but the business world can already reap significant benefits by focusing on the key considerations above to ensure good return on their Enterprise 2.0 investments.
The result will be products that are more effective than ever before,customers who are more demanding than ever before,and a software vendor ecosystem that will rise to the occasion-or be passed by.
The software industry is being reborn-yet again. Enterprise 2.0 will bring massive innovation to business computing.I stand by the assertion I wrote last year:in five years,we will look back and not recognize the software company of today.
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Customer Relationship Management Tutorial
Omg! Your Customer Really Is Your Bff!
Crm,cmr,vrm Or . . . Who Cares?
The Customer Owns The Experience
Enterprise 2.0:not Exactly What You Think
A Company Like Me:new Business
Do You Have The Ring? Tools For Customer Engagement
Love Your Customers Publicly: Blogs And Podcasts
Wikis Are A Weird Name For Collaboration, N’est Çe Pas?
Social Networks, User Communities: Who Loves Ya, Baby?
Movin’ And Groovin’: The Use Of Mobile Devices
The Collaborative Value Chain
Sales And Marketing: The Customer Is The Right Subject
Customer Service Is Our Name—and Our Game
The Difference:crm,the Public Sector,and Politics
Soa For Poets
At Home Or In The Clouds-and In Open Spaces Between
Big Picture,big Strategies
Mapping The Customer Experience
Process And Data Go Together Like…crm Operations
Value Given,value Received
When You Buy The Application,you Buy The Vendor,though You Don't Implement Him
Waving To The Future
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