Michael MaozHave you ever listened to the early works of singers like Bob Dylan or The Beatles or even Elvis? They were fairly amateurish, and they played a whole lot of knock-off copies of Hank Williams and Woody Guthrie, Little Richard and Gospel. But they iterated very quickly, mixing genres, crossing boundaries, and thumbing their noses at convention. As the King said, “I’m all mixed up but I’m feelin’ fine. I’m in love. I’m all shook up.
And here we are in 2011 and the most innovative, amazing experiments in Cloud Computing, social and collaborative customer support, and feedback are all carried out by the equivalent of these early legends: they have a tolerance for small errors. In fact they welcome them. No major blow ups, but bring on the small perturbations to the force.
If you are in an organization where there is an aversion to risk, you might ask yourself: do I have to stay here? Is there someone around here to be a cohort in productive subversion? You may have more support than you think. Consider the number of consumer-grade applications that you can try out that were too expensive even two years ago. There are dozens of social media companies available in a SaaS model.
Follow the giants like Cisco and Apple and BestBuy and Comcast and Amazon and O2, or smaller companies like newegg. They understand the core of their business is the happiness of their customers, and they are blazing trails. Do they make mistakes? Just ask them and they will say: as fast as we can, on the road to greatness. They don’t follow the road, they lay it down and pave it.
Who are you paying to fail? Companies that are never wrong do not grow and evolve. Oh: I might be wrong about that.
On the topic of innovating… albeit glacial… I’ve joined the new decade by flirting with Twitter. I am http://twitter.com/#!/mimaoz . Let’s see what it means.
Category: Applications Cloud CRM Customer Centric Web Innovation and Customer Experience IT Governance Leadership SaaS and Cloud Computing Sales Force Automation Social CRM Social Networking Social Software Strategic Planning Twitter Tags:
1 response so far ↓
1 Engage Social CRM January 16, 2011 at 3:49 am
We think you are right in predicting that the possibility of penetration of Social CRM among the corporate strata still stands out to be dissipated.
As we foresee, a Social CRM would redefine the entire Social interaction of companies with its customers in social atmosphere .