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Ross Mayfield's Weblog: The Social C.R.M Iceberg - The Diigo Meta page

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Bertrand Duperrin's personal annotations on this page

bertrandduperrin
Bertrandduperrin bookmarked on 2009-08-14 crm socialcrm engagement socialmedia information decision decisionmaking customers conversation knowledge organizationalknowledge

Greg Oxton from the Consortium for Service Innovation (CSI) shared with me a model for understanding how engaged enterprises really are:

* 1% of customer conversations are assimilated as organizational knowledge
* 9% of customer conversations touch the organization, but no learning occurs
* 90% of customer conversations never touch the organization

  • But before you leap into reinventing your processes for transformative value, step back. You can't collaborate with your customers before you learn to collaborate with your employees. In the spectrum of risk taking, its best to deploy from the inside-out.
  • Fundamentally, they only way we can find information is with each other, and with each other it can be knowledge. Search returns relevant results. Relevancy is good, it saves time. But it differs from answers. Information has no value until it informs a decision, and when it does, you can measure its value. Answers can come from your own judgment upon information, which is only truly possible with information in social context, but you should at least leverage the judgment of others. 
  • What I do know is this, we spent the entire industrial revolution dehumanizing not only our employees, but customers in pursuit of ruthless efficiency and profit. We will rediscover the efficiency and profit lost by working together in ways we haven't yet imagined.

This link has been bookmarked by 2 people . It was first bookmarked on 12 Aug 2009, by Richard Fahey.

  • 14 Aug 09
    bertrandduperrin
    Bertrand Duperrin

    Greg Oxton from the Consortium for Service Innovation (CSI) shared with me a model for understanding how engaged enterprises really are:

    * 1% of customer conversations are assimilated as organizational knowledge
    * 9% of customer conversations touch the organization, but no learning occurs
    * 90% of customer conversations never touch the organization

    crm socialcrm engagement socialmedia information decision decisionmaking customers conversation knowledge organizationalknowledge

    • But before you leap into reinventing your processes for transformative value, step back. You can't collaborate with your customers before you learn to collaborate with your employees. In the spectrum of risk taking, its best to deploy from the inside-out.
    • Fundamentally, they only way we can find information is with each other, and with each other it can be knowledge. Search returns relevant results. Relevancy is good, it saves time. But it differs from answers. Information has no value until it informs a decision, and when it does, you can measure its value. Answers can come from your own judgment upon information, which is only truly possible with information in social context, but you should at least leverage the judgment of others. 
    • 1 more annotations...
  • 12 Aug 09
    faheyr
    Richard Fahey

    crm people as a platform web2.0