New social media applications, global mobile infrastructure and new cloud infrastructures demand you change your business operations to improve your business results and make you more money by extending your customer contact and collaboration strategy to your global employee, partner and customer network
Every business person knows that the social media revolution and globally deployed technology infrastructure platforms combined with improved mobile technologies are impacting the way that business is performed and that those impacts are profound and transformational.
As always with any technology change the greatest contradictory fear for any business or IT executive is that you will move too quickly on this new business model, take directions that add no or little value and waste a lot of time and money or that you will fail to move quickly enough and your competitors will capture your customers and badly impact or destroy your business.
This is a business impacting technology revolution that is clearly moving quickly and driving changes in all industries and business models and the impacts are more rapid and global than anything we have ever seen before mostly because they build on a whole portfolio of other technology and societal evolutions that have happened over the past 30 years. No business or technology leader can afford to do nothing.
While this technology will have impacts on employee and partner interactions this Best Practice document discusses one of the key concepts that global companies are discussing today and some are executing using social networking and global collaboration technologies to enhance and transform their existing customer contact and collaboration capabilities and drive real business returns. The concept is the self-selecting Social, Collaborative , Mobile, Connected Customer Community.
THE GLOBAL MOBILE COLLABORATIVE CONNECTED COMMUNITY
A Collaborative and Connected Customer Community is a group of people who are committed to engage with you. They have already indicated alignment with your business and their willingness to engage in active conversations between themselves and with you. Social networking and social media technologies have enabled this in a way that has been impossible before. These tools are evolving and becoming ever more sophisticated whether solutions from Enterprise Software providers like Salesforce.com or independent solutions like Jive, more public platform mining on LinkedIn or Facebook or solutions from players like Cisco’s SocialMiner.
The Mobile element comes because this community requires an intensity of conversation which is truly only possible with anytime, anywhere communications. Fortunately these are increasingly being enabled with ever more intelligent, mobile devices and a global wireless and wireline network which allows participants to engage from San Francisco, USA to Sheopur India. With this evolution is coming a rapid escalation in customer expectations. Additionally as critical successes emerge and companies start to gain competitive advantage these capabilities become table stakes in order to participate in a market.
This continues a long standing trend where businesses need to move ever faster and ever smarter making tactical and strategic business impacting technology decisions that have major competitive impacts on their business.
Change is here, you just need to figure out how to grasp it.
Recent Comments