Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies by Robert Thompson

Author:Robert Thompson
Language: eng
Format: mobi, epub
Publisher: CustomerThink
Published: 2014-04-21T16:00:00+00:00

People don’t want to be unplugged from business as usual. It looks normal and safe, but it’s just an illusion. Whether you choose to participate or not, the real world outside your business continues to innovate and will eventually entice your customers to leave.

Choose Your Focus: Employees or Customers

After the CRM disappointments of the past fifteen years, it should go without saying that throwing technology at a problem alone won’t work. But I’ll say it anyway, because the same is true of Social Business technology.

Yet it’s also true that, just like with CRM, technology is the enabler. So it’s fair to ask: Exactly how will social software (properly focused and implemented) drive value for the organization?

One strategy is to empower employees to improve productivity and engagement. An Enterprise Social Network (ESN) fits this approach. Early adopters extoll the value of an ESN to accelerate employee on-boarding, speed up decision-making, and help people find experts. However, based on all the research and commentary I’ve read, most companies are not doing a formal ROI study before implementing an ESN. Instead, they are investing toward a strategic goal of a more engaged, nimble, and productive workforce.

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