Bertrand Duperrin's Library tagged reengineering →  View Popular, Search in Google

"I naively thought that we were starting to move past this type of thinking but we’re not there yet. I had several conversations with mid and senior level managers at organizations who are tasked with making emergent collaboration successful at their organizations yet in many of these discussions I find that these managers are to act as Roman gladiators. They are thrown into an arena with a tool and are told to “make it work” while many spectate without providing support. It’s a losing battle."

collaboration tools software adoption reengineering

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.

socialcrm IT ITdepartment reengineering socialmedia crm customerengagement enterprise2.0 customers saas

management benchmarking reengineering