Creating Measurable Business Value through Social Collaboration

This post is on behalf of the CIO Collaboration Network and Avaya Well, it's only taken us 3,000 years, but we're finally getting back together. You may be familiar with this story from Genesis. But the Lord came down to see the city and the tower the people were building. The Lord said, “If … Read More»

Leveraging Social Business & Gamification to achieve Organizational Flow

Between Arousal and Control lies Flow. We could probably stop there (but don't - read on). Think on that for just a minute. Lots of Mindsparks emerge quickly for me. Between arousal and control lies 'flow' via @Mich8elwu at #digitslsurrey— guy stephens (@guy1067) May 26, … Read More»

How Social Technologies Contribute to a Better Customer Experience

This post is on behalf of the CIO Collaboration Network and Avaya During each interaction with a brand, organization, or institution, the person on the other end of the interaction has a perception of how things went. Over time, the accumulation of these touch points deepen the customer's … Read More»

Trust: It matters (more than you think)

"Organizations are no longer built on force, but on trust" - Peter Drucker "Technique and technology are important, but adding trust is the issue of the decade" - Tom Peters "Mistrust doubles the cost of doing business" - Professor John Whitney, Columbia Business School "As you go to work, … Read More»

Customer Relationship Innovation for the Emergent Social Business

Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. "How many of you are NOT on facebook?" No hands were raised. "How many of you have a twitter account?" Most of the room raised their hands. "LinkedIn?" Most of the room again raised … Read More»

In an era of crisis & revolution, is your company the next target?

We are living in interesting times indeed. Geo-political revolutions, financial crises, economic uncertainty. Try as we might to ignore them, the fact is that the very fabric of capitalism is being re-evaluated, and perhaps even rewoven. What we have assumed and known for at least 150 years is at … Read More»

Empowering Human Movements: 7 Observations about the State of Social Business

This week, I've had the privilege to participate in the Sales 2.0 and Enterprise 2.0 conferences in Boston, MA. It's been good to see old friends, meet new ones, and/or insert a handshake or hug into a previously only virtual relationship. The conference(s) also provided a great chance to check … Read More»

The Future of Customer Relationships: Where is all this heading?

Shifts in technology and human behavior are rapidly changing customer's expectations of companies. Things are moving so fast, that most executives are not only trying to catch up with the changes, but identify what some of the changes are. Understanding what those changes mean to each business is a … Read More»

Social Media, Collaboration, and Customer Insights with an elite group of experts: April 4-6, 2011

When SugarCRM asked me to assemble the social track for SugarCon, the first thing that impressed me was the "spirit" of the track, and conference for that matter. It had little to do with touting Sugar; the company, or the products they make. Rather, it was all about creating a gathering of thought … Read More»