I've had a number of interesting debates on who should lead the customer social media interaction in the last few weeks. In part, this question comes up because a great deal of social media was initiated in the Marketing department via listening or brand sentiment programs. What we do know is that all departments benefit- marketing, sales, service, product dev, engineering from the voice of the customer information that results from deploying social media.
And while I know that not everyone will agree, after studying all the various departments that could lead social media, I'm still convinced customer service should lead the customer social media interaction.
You are not going to believe this. Goofus and Gallant grew up and they both became application development professionals. Inseparable as they are, they both landed jobs at a global medical supply company in Parsippany, NJ where they develop enterprise supply chain web applications. Gallant has a bit less hair than he used to and Goofus is sporting a "Comdex" tattoo. But, these guys are basically the same as they ever were. (Remember Goofus and Gallant from Highlights Magazine For Children)
We Can Still Learn A Lot From Them
Goofus forgets to check-in his code before going a week-long vacation to Martha's Vineyard.
Gallant always checks-in his code and makes thoughtful revision comments on the changes each night before he goes home.
Forrester has made a series of downward revisions to its IT market forecasts in 2008 and early 2009. And according to my colleague Andy Bartels’ latest analysis - "US And Global IT Market Outlook: Q2 2009" -there is more weakness ahead. Due largely to the breakdown of the financial system and the resulting credit crunch, steep drops in the purchases of equipment, software, and IT services during Q4 2008, Q1 2009, and probably Q2 2009 mean that purchase levels are close to hitting bottom. Forrester predicts that the latter part of 2009 will see:
If you follow me on Twitter (@drnatalie) you have seen the on going conversation around whether Social CRM and Customer Service actually exists or if it is a fantasy.
Paul Greenberg has put his final stake in the ground on defining what Social CRM means- You can read more on the post that drove a huge discussion.The debate centers around alot of things - whether CRM is a strategy, a process, a technology. At the end of the day, most agree that its an all inclusive way of building relationships with your customers. Bill Band, Vice President and Principle Analyst at Forrester, has written about Social CRM in his ever popular doc CRM 2.0: Fantasy or Reality?
Only two years after acquiring webMethods, Software AG shakes up the BPM world once again with its announcement to acquire leading process modeling vendor IDS Scheer. Since the webMethods acquisition, Software AG has continued to push the envelope on combining solid human-centric and integration-centric capabilities under a single vendor roof. With the IDS Scheer acquisition, Software AG is sending an indisputable and clear message to the market: "We are a major BPM player, hear us roar!" Or should it be, "hear us bark?"
In many ways IDS Scheer has more brand cachet in business process improvement circles than Software AG, leading us to wonder: Is the tail wagging the dog on this deal? Is Software AG buying IDS Scheer, or is IDS Scheer really buying Software AG? The truth is that Software AG is buying a global brand that has the potential to completely remake Software AG into a process improvement powerhouse.
Microsoft announced more details on Office 2010 today. It's a healthy release from my perspective: more, simpler, better, faster, cleaner. But there's an interesting new thing that Microsoft has introduced with this release. They call it "Backstage," but it might be easier to think of it as the context of the document -- everything you need know about it and everything that you can do with it.
At the highest level, Backstage is all the stuff you do once the document has been created: save it, print it, email it, etc. It's also all of the metadata associated with the document: permissions, version history, etc. This makes it much easier for teams to collaborate on documents and for documents to be part of a workflow or business process.
It looks like this:
So why does this matter? Three reasons:
The "context" of the document as visible as the contents of the document. It's as if the book just got a cover, a card catalog label, and an availability tracker. Wow. Metadata that matters to anyone who's looking for the document.
In May, I blogged about NetApp's announced acquisition of deduplication pionneer, Data Domain. The announcement triggered an unsolicted counter-offer from EMC, followed by another counter from NetApp. But after a month of offers, counter-offers and regulatory reviews, EMC ultimately outbid NetApp with an all cash offer of $2.1 billion. I believe that Data Domain would have been a better fit in the current NetApp portfolio; it would have been easier for NetApp to reposition its current VTL as a better fit for large enterprises that still planned to leverage tape. It's also said that more than half of Data Domain's current employees are former NetApp employees so there would have been a clear cultural fit as well.
For $2.1 billion, EMC gets Data Domain's more than 3000 customers and 8000 installs but it also gets a product that in my opinion, overlaps with its current Quantum-based disk libraries, the DL1500 and DL3000. In Forrester inquiries and current consulting engagements, Data Domain is regularly up against the EMC DL1500 and DL3000. EMC will need to quickly explain to customers how it plans to position its new Data Domain offerings with its current DL family, both the Quantum- and Falconstor-based DLs as well as its broader data protection portoflio that includes Networker and Avamar - which also offer deduplication.
There's a lot of buzz right now surrounding social media, Twitter, Web 2.0 — and whether there is any business value. My gut said there was... but having a Ph. D. in engineering, I knew that hypothesis needed to stand-up to testing. I began talking to customers, the brave souls who have ventured down the social media path, about what they were observing. None had calculated an ROI, but they could share with me their observations — their benefits, their costs and the risks. I looked for trends.