Posts Tagged ‘collaboration’
Thursday, March 29th, 2012
As a product manager one of my favorite parts of the job is visiting customers and prospects. These past weeks I was doing just that—visiting several of our clients and prospects getting a firsthand look at how they’re beginning to leverage our solutions within their businesses environments, their challenges and some of their victories. I thought I’d share two of these with you as some of these challenges may very well be within the walls of your company.
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Tags: collaboration, consumer insights, consumer packaged goods (CPG), customer experience, Customer eXperience Optimization (CXO), customer-facing professionals (CFP), employee retention, empowering employees, findability, Information Optimization, leverage information, market insights, medical equipment manufacturer
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Monday, January 23rd, 2012
Our businesses are relentlessly becoming more complex. We are engaging with an expanding network of contractors and partners to get our work done. We are utilizing more diverse channels to reach more customers. We are operating in more countries and in more languages, while we wrestle with more regulations and market variables.
In one sense, this complexity is a dangerous enemy. Complexity can increase the probability that some process somewhere will break or that somebody will do something wrong. Orders get screwed up. Customers get ticked off. Revenue goes out the window.
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Tags: collaboration, competitive advantage, complexity, information organization, information socialization, information technology, ROI, search, Velocity
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Tuesday, December 27th, 2011
Innovation often feels risky. Typically, it entails committing significant resources to something that may not bring about the needed outcome. This uncertainty often causes decision-makers to shy away from innovation.
But as the rules governing business performance continue to mutate, it may be reasonable to look at innovation from the opposite direction: Why are we committing significant resources to something—in this case, the status quo—that will certainly not deliver the needed outcome?
And there is no doubt that our present IT solutions cannot deliver needed outcomes. As Andy McAfee, Principal Research Scientist at the MIT Sloan School of Management’s Center for Digital Business, recently explained, “We have collaboration tools that are not social, and social tools that are not collaborative.”
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Tags: collaboration, data repositories, information socialization, innovation, IT solutions, knowledge management
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Monday, December 12th, 2011
One of the most unfortunate casualties of the current economic downturn is the diminished ability and willingness of business leaders to think seriously and practically about the future. When you’re facing crises in revenue and margins today, there is a natural disinclination to think much about tomorrow. After all, if you don’t survive the present, it doesn’t much matter what’s going to happen in the long term.
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Tags: Big Data, business performance, collaboration, competitive advantage, customer satisfaction, data growth, economic value, Information Optimization, knowledge management, social media
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Tuesday, December 6th, 2011
[Excerpt from Vineet Nayar, vice chairman and CEO of India-based HCL Technologies] “The conventional wisdom, of course, says that companies must always put the customer first. In any services business, however, the true value is created in the interface between the employee and the customer. So, by putting employees first, you can bring about fundamental change in the way a company creates and delivers unique value for its customers and differentiates itself from its competitors.”
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Tags: #CXO tweet chats, collaboration, company strategy, company vision, competitive advantage, customer knowledge, customer service, customer-centric culture, employee engagement
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Tuesday, October 4th, 2011
This week is National Customer Service Week and organizations across the globe are promoting a heightened awareness of customer service with the theme: “Refresh, Recharge, and Reconnect.” Customer Facing Professionals (CFPs) are encouraged to take this week and refresh their spirits, recharge their energy, and reconnect with customers. It’s interesting that the focus is on the ‘people’ factor in the customer experience as we’ve had quite the discussion about it this past week on LinkedIn. “Refreshing” and “recharging” is an excellent goal as happy employees can connect with customers more effectively. As part of recharging, companies should ensure the free flow of organizational information and knowledge—the oxygen carrier for any organization.
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Tags: collaboration, customer experience, Customer Facing Professionals (CFPs), customer knowledge, customer service, information insight, information overload, LinkedIn, National Customer Service Week
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Monday, August 9th, 2010
Whoa, I can now add certified conference guru to my resume! The interesting thing is that at all these various industry events, one hot topic is always “fostering collaboration to document all the rich information that is often stored within the minds of employees, but not documented elsewhere.” That’s a mouthful, but not quite as big as the task it presents.
Nicole Haggerty, Associate Professor at the Ivey Business School defines tacit knowledge as “deeply embedded experimental knowledge within people’s heads that is difficult to express out loud.” Wikipedia goes on to say that “the concept of tacit knowledge refers to a knowledge which is only known by an individual and that is difficult to communicate to the rest of an organization.” Research shows that this same tacit knowledge accounts for 80% of an organizations knowledge. We need this knowledge—but it’s locked away in the heads of our employees. It would seem that we’re at an impasse.
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Tags: capture information, collaboration, employee expertise, employee knowledge, Information Optimization, knowledge sharing, tacit knowledge
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Thursday, March 18th, 2010
According to an IDC white paper, 75% of workers suffer from information overload—from both quantity and diversity. We don’t have to look far to understand why at every turn there’s a new blog, wiki, survey, video, podcast and email. Here are 5 steps to convert this overload into overdrive by optimizing your information and empowering your workers.
1. Establish secure, global connectivity with a single access point
We live in a world of transparent borders where information may reside in various forms and various repositories. ERPs, CRMs, email archives and IM clients are only a sliver of the different data silos that we have today. Employees, partners and customers must be able to securely connect to information—irrespective of its source and its location—according to their needs and role.
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Tags: collaboration, contextual intelligence, IDC, Information Optimization, information overload, search navigation
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