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""This business model is right for a company selling Purina Dog Chow, circa 1970."

"There's no way we could ever be this collaborative."

Both are comments I got about my book, back in 2009, about setting direction, collaboratively. The first is from a Google executive; the second, from an exec at Cisco. Same business model architecture, two entirely different responses: obvious or unachievable."

social businessmodel lean conversations valuechain sharing competitiveadvantage value valuecreation

How many prospects does it take to buy a light bulb?

More than ever it seems, thanks to social networks and a plethora of great collaborative software solutions. Maybe the question should be “how many committees does it take to buy a light bulb?” At least the number will be smaller.

The benefits of ubiquitous conversations are undeniably clear, including shorter decision cycles. Thanks to collaborative technology, we have the ability to ask anyone, anywhere, any time, “Hey, got a minute?” Click to collaborate! How good is that? But every new solution creates new problems. When do business processes become engorged on 24/7 collaboration, and implode into a digital morass of bypassed Outlook meeting requests and defunct online communities?"

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"We are present again at one of those great unravelings — just like after World War I, World War II and the cold war. But this time there was no war. All of these states have been pulled down from within — without warning. Why? "

leadership conversations innovation motivation inspiration

"The concept of waste has lately been transferred from manufacturing to other practices such as product development. According to lean principles, when a development project is started, the goal is to complete it as rapidly as possible. In a sense, ongoing development projects are just like inventory sitting around in a factory. Design and prototypes are only valuable when (paying) customers are involved."

LEAN waste processes customer customerinvolvement communication networks agility agilebusiness unpredictability conversations dynamicprocesses dynamicbusiness

"The tech world is just getting started with its own full launch - a love affair complete with predictions, trends, and already a roster of tools and services."

search discovery filters filtering conversations socialnetwork content ethic opencommunication communication

"La philosophie du social learning est en contraste avec la vision traditionnelle cartésienne de la connaissance et la formation. La perspective cartésienne suppose que la connaissance est une sorte de substance et que l’apprentissage est un moyen de transférer cette substance des formateurs à leurs élèves. De son côté, au lieu de partir du principe cartésien du «je pense, donc je suis», la vision sociale de l'apprentissage dit: «Nous participons, donc nous sommes. "
C’est en société que nous apprenons. L’observation, les discussions, la collaboration sont autant d’occasion d’apprendre. L’aspect social de l’apprentissage est fondamental. Le social learning n’est donc pas une nouveauté apparue avec le web 2.0."

learning sociallearning enterprise2..0 conversations collaboration knowledgemanagement knowledge connect animation transparency

"I recently met with Maria Ogneva from software vendor Yammer at the SXSW interactive conference to talk about microblogging within the enterprise and activity streams. Microblogging allows employees to send direct and broadcast messages to each other, similar in concept to Twitter but within the company. Activity streams complement them by allowing employees to keep track of activities and messages from many different networks of people, groups and even applications in a stream of content over time, again conceptually similar to Twitter."

conversations microblogging ambiantawareness

"So what is 'business-like', what have conversations got to do with it, and how can the use of the social web tools help?"

conversations enterprisesocialsoftware collaboration km innovation trust

"Questions are the basis of all creativity.
Questions are the basis of all connection.
Questions are the basis of all understanding.

The challenge is creating a question-friendly environment.

Although you have little (or no) control over the people in the environment, you do have (some) control over the environment itself."

questioning questions management trust creativity problemsolving discussions conversations debate

"Community management is indeed a critical role in any fledgling social or adaptive business. Monitoring keywords provides us with invaluable insights that reveal the sentiment, volume and reach of activity within our markets. Identifying, tracking, and engaging customers and stakeholders helps us cultivate rewarding communities measured by loyalty and advocacy. Listening to conversations provides us with an opportunity to feel what people are saying and the experiences they’re sharing. If we pay attention, we can surface the ideas and touchpoints that gives us purpose and provide us with opportunities to earn relevance.

Over the years, the role of the community manager has evolved. What started as a gateway to surfacing the conversations related to brands in the emerging conversational landscape, evolved into something far more sophisticated. And, we’re just getting started."

communitymanagement adaptivecasemanagement adaptivebusiness conversations socialswitchboard collaboration commandcenters socialcrm dell gatorade feedback customerfeedback

"As some have correctly pointed out commenting on the recent post on Social Business, despite the potential of the path that more and more organizations have undertaken, the complexity of this ongoing change should not be underestimated. While not claiming to already have all the answers, I will share some reflections on the possible direction I see ahead."

socialcrm crm adaptivecasemanagement customerexperience socialbusiness adaptiveprocesses continuousimprovement processes conversations insights actions segmentation

"Je fais écho à l’article de Cédric avec le témoignage de British Telecom dont j’ai eu la chance d’interviewer la responsable social media (Bian Salins - @B1an). Leur approche des médias sociaux est particulièrement intéressante, car ils font preuve de beaucoup de maturité sur le sujet :"

britishtelecom socialmedia customercare conversations communitymanagement ROI ROO customers twitter facebook casestudies

"What is surprising to me is how infrequently the conversation turns to wringing additional incremental sales out of social media by focusing on social handraisers."

conversations handraisers sales socialmedia conversion process

A business (or non-profit) or government can use these four approaches as a starting point and have different kind of social conversations.

enterprise2.0 community communities content interactions conversations

"Innovation communities are a way of giving new shape and purpose to knowledge that your employees already possess. The detailed discussions that take place, led by senior managers, often represent a company's most productive and economical engine for increased profits."

innovation communities conversations productdevelopment measurement value

The slide represents the results of polling customer, throughout the conference, about their concerns, their questions, about adding social channels to their customer service efforts. I know the slide is a little fuzzy but I am hoping to make it just a bit clearer through this post.

customers customercare customerengagement socialmedia conversations customersupport

"Came across this wonderful preso on Social CRM that highlights importance of Social CRM and talks about experiences gained from being an early adopter in this area. I like slide 34 and 35 that focuses on pitfalls and success."

socialcrm brand consumer conversations casestudies telstra socialmedia sales sales2.0

"Some studies show that between 25 and 50% of the communication between knowledge workers remains tacit and uncaptured. The question is how can we be productive and comfortable with our daily work if about half of the raw material we’re working with is wandering around ?"

knowledge knowledgeworkers productivity information conversations enterprise2.0 knowledgemanagement

"Although the concepts may be simple, there are plenty of reasons brands are not effectively starting conversations -- from incomplete strategies to limitations in technology. There is more to offer here in terms specifics on these limitations - and more importantly, solutions helping companies address to them... "

conversations leadership brand communication strategy socialmedia maturitymodel

"The way we currently think about community management – for the most part – is a role played by someone managing a set of relationships often mediated by an online destination"

communitymanagement role management conversations workflow outcomes metrics