Over the past two years Our Social Times has hosted social CRM conferences in London, New York and Paris. It's a fast-growing industry with many specialist themes, but the first question the speakers always get asked is: "How does social CRM differ from traditional CRM?"
Consumers buy your products, services and interactions for reliability. Partners sought your alignment for greater stability. Employees joined your company for predictable results. Disruptive innovation can be identified when best practices no longer produce predictable results. Our modern knowledge-intensive economy depends on organizational capabilities. Is your organization having trouble identifying why the margin is eroding? Disruption in disguise may be the answer.
Have you ever asked an IT vendor to help fight your addiction to application customization? This is exactly what Bank Of America Merrill Lynch CTO David Reilly asked of attendees during the company's Technology Innovation Summit in Menlo Park Calif. in October.
"We have never met a technology we didn't think we could make better, or a technology we didn't think we could customize," Reilly said onstage at the event. "We need your help not to do that."
It's an interesting request at a time when enterprises are faced with managing a plethora of apps, often in a hybrid environment which combines cloud-based and on-premises technology.