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14 Aug 09

The Social C.R.M Iceberg

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

ross.typepad.com/...crm-iceberg.html - Preview

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.
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- 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.

09 Jul 09

Les processus de décision au cœur de la crise

L'analyse des processus de décision, fussent-ils collectifs, montre comment l'excès d'optimisme, l'influence de la première proposition, le charisme des initiateurs, et l'autorité du décideur final biaisent toutes les décisions d'investissements, et pèsent sur leur rentabilité finale. Mieux vaut plusieurs scénarios d'investissement, analysés lors d'un bon débat de vrais experts. On peut apprendre à bien décider, estime Olivier Sibony, directeur associé senior chez McKinsey.

www.latribune.fr/...sion-au-coeur-de-la-crise.html - Preview

decisionmaking decision mckinsey

Entre ceux qui ont utilisé les outils d'analyse les plus avancés et ceux qui reconnaissent en être très loin, l'écart de performance est important : 2,7 points de retour sur investissement les séparent. Mais ceux qui ont aussi suivi un processus de décision rigoureux et objectif enregistrent une performance bien plus importante : le gain est de 7,3 points de ROI. En d'autres termes, il y a trois fois plus à gagner à utiliser un bon mode de prise de décision !
Elles organisent un débat réel avec des participants choisis sur des critères de compétence (spécifique au projet), et non seulement de rang hiérarchique. Enfin, elles encouragent dans ce débat l'expression et la discussion de points de vue divers, y compris contradictoires avec celui du leader.
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- Au contraire, l'enjeu est de mobiliser l'intelligence collective d'une équipe de management en organisant une confrontation de points de vue riche et constructive - avec les implications qu'on imagine sur le style de management.

01 Sep 08

Twitter, other blogs suddenly crucial communication tools

www.chicagotribune.com/...er_janegasep01,0,7103683.story - Preview

gustav blog socialmedia socialnetworking socialnetworks decision decisionmaking networks

21 Jun 08

The New Era of Management by Committee

Social software changes this paradigm:

* All conversations and buy-in from individuals can be transparent
* A much broader group can participate in the debate
* Polling can be done regularly and almost instantly
* Conversational persistence allows for asynchronous participation
* Low barrier to participation - some people can argue and write original commentary while others can organize supporting information and others can rate or comment - making participation in the conversation open to more voices and personalities

www.thesocialorganization.com/...f-management-by-committee.html - Preview

decision decisionmaking committee socialsoftware power organization

05 Jun 08

Want to be like Google? Pay More Than Lip Service to Employee Contribution

What about Google’s management style is so powerful, yet still transferable to other organizations?

www.e2oh.com/...rvice-to-employee-contribution - Preview

google innovation decision management management2.0 enterprise2.0 internalblogs collaboration

What Enterprise 2.0 technologies make possible, Management 2.0 should embrace.
Look at areas of your operation where embracing employee input is critical to a successful outcome
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- Break the ice by putting management on the same footing as employees
- Give employees a voice

03 Jun 08

Wirearchy :: Is (Traditional) Leadership A Prosthesis For Trust ?

Networks will not replace or supplement hierarchies; rather the two will be encompassed within a broader conception that embraces both.

We are still a long way from figuring out the appropriate and encompassing organization models for the economy we are now in."

blog.wirearchy.com/...3725911.html - Preview

hierarchy wirearchy decision decisionmaking networks socialnetworks trust

Networks allow us to create temporary responsibility-driven hierarchy whilst at the same time distributing complementary responsibilities in a decentralized fashion. Thus, it may be that we are moving into conditions wherein "it's not all top-down, but it's also not all bottom-up". It's "both / and" depending upon what's needed where, when and by whom.

09 Mar 08