Apr 3, 2025
Rapid Fire coverage of the industry's hottest topics - average 2 minutes per discussion points.
seen from United States
seen from United States
seen from United States
seen from United States
seen from Yemen
seen from China
seen from Sweden
seen from Argentina
seen from South Africa
seen from Germany
seen from France
seen from China
seen from United States
seen from Netherlands
seen from United States
seen from United States
seen from Malaysia
seen from United States
seen from T1
seen from France
Rapid Fire coverage of the industry's hottest topics - average 2 minutes per discussion points.
Rethinking the Customer Journey Map
Rethinking the Customer Journey Map
If you talk to marketers for any amount of time about what they do, you are bound to hear the term “customer journey” at some point. The go-to exercise for marketers looking to up their lead generation games today is “journey mapping,” the exercise by which you try to understand how a potential buyer navigates through content on the way to a closed deal. However, the problem with buyer journey…
View On WordPress
An overarching taxonomy for adoption of social technologies — ...focuses on three key experiences -- customer experience, employee experience and partner experience. Bridging these 3 experiences are technologies like enterprise social networks, digital commerce and socialytics.
(via Social Business Maturity Model, The Next Generation : Enterprise Irregulars)
Changing expectations / consumerization of IT – People are bringing innovative consumer devices to work, with dramatic impact on people’s expectations of the way they use technology and the way businesses use technology. New expectations are emerging from the “social” customer while employees are looking for a new level of engagement at work. Expectations from both sides require a new way of getting work done.
Doing more with less –The relationship of labor force growth to productivity started to change in the mid-2000′s -- as labor force growth slowed productivity continued to rise through automation. Although we’re not there yet, over time this type of productivity gain is likely to slow as well. At that point, increased productivity will come from the shift to an engaged, empowered and collaborative work paradigm.
Systemetizing ad hoc work – Exception processing for business decisions and customer service is a whole area of work that cannot be automated by current systems of transaction. The person or a group of people getting the work done will often require specific data and a system to support the decision process for work at hand.
Via Enterprise Irregulars
The point of the enterprise social network (ESN) is getting work done in new and more productive ways, not just about sharing what you did last weekend or new pictures of your cat. That's the purview of public social networks. So if the point of the ESN is collaborating in the context of some work process then shouldn't the collaboration happen where the work actually takes place? Now in some cases the work is not associated with some system of transaction so collaborating inside the ESN is a natural way to get things done. But work also happens inside the systems of transaction or needs the support of a system of decision, so wouldn't it be more natural then, to have the social tool available inside the system where the work is taking place?
Via Social Enterprise Today