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17 Oct 09

Pegasystems Brings Social Media Collaboration to BPM Solution

"Pegasystems’ SmartBPM uses social media as an interactive and real-time collaborative environment to aid the planning and execution of business improvement projects. By extending is existing tools for ad hoc collaboration, SmartBPM makes it even easier for project teams to connect, add user-generated content, vote, and rank items associated with any given project. By reaching out to customers and clients, SmartBPM now allows critical real-time customer feedback into the process improvement process."

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pegasystems smartBPM BPM businessprocess collaboration customerfeedback feedback processimprovement socialsoftware ideas ideasmanagement

06 Oct 09

On Social CRM Options

"The discussion around Social CRM is entering a phase whereby we are trying to move away from turning around in circles about semantics, towards a more practical and pragmatic approach that businesses can identify with so as to consider implementing it. I won’t deal with CRM Vendors here, as Social CRM can be seen as an extension to CRM. As a primer on SCRM I suggest you look at Bill Band’s article on Customer Think. The main idea that we all do agree upon is that we need to become customer-centric in order to respond to their changing needs and expectations, and this may have some major ramifications on the way we organise our businesses."

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socialcrm socialmedia marketing socialmarketing socialmediamarketing brand communities ideation feedback insourcing

We have settled on the idea that we cannot manage what is being said about us (as long there is any Buzz we should be happy, right?). What we do need to do is understand what is being said and for which reasons
Community and conversation is all - if the consumers trust the community, they will extend the trust to the brand
4 more annotations...
- Providing a platform that can house a community around your Brand and attracts prospective customers would be the next step. The objective is not to gain control, but rather better monitor what is going on, find opportunities, work on your reputation by adding value rater than pushing a message, and react in a timely manner to any issues.
- The main idea behind this is that we take existing data available through the CRM system about our customers (not only profile information) and mix it so that get a full 360° view that includes history and information gathered from monitoring and analysis as well as information from 3rd parties.
- In the way that Brand Communities can be used for customers to share and collaborate, the same platform could also be used to let cross-functional teams (and even cross-organisational if we also include partners and suppliers) collaborate
- Insourcing is about allowing your employees to collaborate directly with your customers, such as your store personnel providing product informationor answer support questions through the likes of Twitter

22 Jul 09

Do You Really Know What Your Employees Think?

Corporate leaders do not need to hire pollsters but they do need to be more cognizant of the impact of their messages. Most managers are very good at giving messages; following up with repeated iterations is more of a challenge, but a greater challenge is often gauging the effect of the message. We see this most evidently during organizational transformation efforts. There is a lot of energy and enthusiasm expended in getting the word out about the "big change" but relatively little follow up in terms of listening and evaluating impact. To address this, consider these suggestions when crafting your next communication plan.

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communication message corporatecommunication feedback fee

26 Mar 09

Enterprise 2.0: Chance or Fool’s Paradise for Business Transformation in Economic Crisis

The last two Enterprise 2.0 FORUMs have shown that there are some reoccuring characteristics of sucessful perceived E2.0 projects that - from a qualitative perspective - might turn out to be the critical success factors. In regards to our on-going discussions about the topics of the Enterprise 2.0 programm I would therefore like to make some summing-up on these aspects:

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enterprise2.0 enterprise2.0forum businesstransformation downturn crisis organization IT adoption feedback integration

IT organizations usually follow a Plan-Build-Run framework that often means Plan-Build-Runaway after the system is deployed. But since many social applications are not transactional or process-specific in a traditional sense [.
It structures the benefits of feedback on five levels (from the more concrete to less concrete) : “social creation” (benefits from the collective intelligence and actions in creating information, cross-links etc), direct feedback (benefits from cross-linking people and information by trackbacks, comments, bookmarks and feed subscriptions), systemic feedback (benefits from new relations/interconnections between people and information) and social feedback (benefits from gaining positive feedback, authority and acknowledgement).
2 more annotations...
- The focal point of the discussion led to new organizational patterns (more remote, open and collaborative, project-based, interdisciplinary working) that have to be created within the enterprises to lever the potentials of Enterprise 2.0.
- No one can run a business only with social applications - social applications are a supplement and enhancement for existing information technology. Therefore it needs to be integrate at some point with business applications to be business-critical in the long run.

29 Nov 08

The Double Meaning of "Feedback"

"Feedback" is one of those loaded, double-meaning words in today's workplace - words that connote very different things to members of different generations.

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feedback management performancereview learning assessment generationx generationy babyboomers

If you're a Boomer, consider what you expect to happen when you have a "feedback session" with your boss. In all likelihood, the purpose of this exchange would be to assess your performance, to render a judgment. Because Boomers love to win, your hopes may be high for a prize - but still it's not exactly the sort of thing one wants to go through on a daily, weekly, or even monthly basis - once or twice a year is plenty, thank you very much.
If you're a member of Generation X, the meaning of "feedback" is similar - it relates to an assessment or judgment. But the hoped-for outcomes may be a bit different. More money is great, but so is a longer leash -- more freedom to operate in your own preferred way.
2 more annotations...
- But for members of Generation Y, "feedback" means something very different. Ys learn through personal interactions. They are accustomed to reaching out to friends and family for suggestions, coaching or factual input on any number of topics, as they go along. Rather than being linear learners -- I learn, then I go off and do -- Ys are "on demand" learners. They start a task, uncover a need for additional information, seek that specific bit out, and move along. This cycle might happen multiple times every day.
- People who comment that Ys "can't take criticism" are again missing the point. It's not that they can't take it -- it's that that is not what they're seeking. They are in the learning, not the grading phase. They are asking you to teach, not to score.

13 Sep 08

Favoriser l'apprentissage

Devenir une entreprise apprenante a fait le succès de Toyota et du courant Lean. Le Lean Software Development reprend le principe et place au coeur de cette stratégie deux outils incontournables: Itération (Tool 3) et Feedback (Tool 4). Sur ces deux outils vont alors s'appuyer d'autres préconisations comme la synchronisation, les alternatives de conception, la communication sur les contraintes et l'émergence de la solution.
En somme : on apprend par la pratique (et donc) on apprend aussi de ses erreurs... Au fond, c'est tellement vrai !

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