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What Social CRM means for the IT Department
Though the theme of today’s meeting is “Is Social CRM for Real?”, I suspect that many of the people at today’s meeting will actually be thinking “What exactly is Social CRM and what does it mean to me?” Of course this question has been asked and answered in a number of blog posts by various members of the SCRM community, but the perspective of the IT department has been largely ignored. So in preparation for today’s meeting I thought I’d take a pass at trying to explain what Social CRM means from an IT department perspective.
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From a business systems point of view, becoming a socially-driven business requires that you re-think and re-engineer your business systems and processes in order to take advantage of Web-based social tools, technologies, and concepts.
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With Enterprise 2.0 tools the asset being leveraged is employees. With Social CRM the asset being leveraged is the customer.
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Gartner Identifies New Approach for Enterprise Architecture
“The first key characteristic of the emergent approach is best summarised as ‘architect the lines, not the boxes’, which means managing the connections between different parts of the business rather than the actual parts of the business themselves,” said Bruce Robertson, research vice president at Gartner. “The second key characteristic is that it models all relationships as interactions via some set of interfaces, which can be completely informal and manual – for example, sending handwritten invitations to a party via postal letters - to highly formal and automated, such as credit-card transactions across the Visa network.”
Sanity check: Is IT no longer about technology?
It’s become horribly cliche to talk about the importance of IT-business alignment and the need for IT professionals to become much more business-savvy, but Gartner’s Tom Austin (right) takes it to the next level. He believes that the IT professional of the future will be less of an engineer and more of a social scientist.
What? Yes, you heard that right — the word “social” will become a key part of the IT professional’s job description. It flies in the face of most of the stereotypes about techies and it sounds a little corny, but Austin does draw some interesting conclusions that are worth a look, if only because they are so unconventional.
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“Too often, we have measurement and reward systems that are focused on how many transactions did you process, how many orders did you ship, and how many deals did you close — rather than who helped these other people succeed.”
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“There are still people in IT who’ll have to worry about keeping the systems running, but now we’re going to think more about how to exploit the things we can do with social networking, expertise location, and all of the other higher-level social ordered phenomenon we can facilitate using technology.”
Etude Websense : l’usage, les règles et l’état de la sécurité du Web 2.0 au sein des entreprises
Websense, Inc. dévoile les résultats d’une étude internationale menée auprès de 1300 responsables informatiques dans 10 pays, qui porte sur leurs perceptions et leur compréhension des technologies Web 2.0 dans le milieu professionnel, et le degré de préparation de leurs entreprises en termes de sécurité.
5 Factors to Consider When Selecting Enterprise Social Tools
What factors should you consider when selecting an enterprise social media tool for your business? According to the comprehensive new GigaOM Pro report, “Social Media in the Enterprise” (subscription required), you should:
Consumer apps in the workplace: much worse than expected
To maintain a grip on application and device security, enterprises will clearly have to work harder. Gartner, for example, predicts that by 2011, 10% of all information technology spending will reside with employees. Employees will acquire their own technology and use it for work purposes - especially in situations where no clear policy is set. Employees are also set to customize 90% of the technology they use at work by 2015.
What does Enterprise 2.0 mean for the IT department? | Aide-Memoire
This is an interesting issue to consider and I’ve come up with my Top 10 Challenges for IT departments around Enterprise 2.0. This is by no means an exhaustive list - it’s just my own perspective after a fascinating day thinking about Enterprise 2.0 in the light of my own experiences.
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