Thursday, March 22, 2012

Three Faces of Social Enterprise

From last year’s Dreamforce & Enterprise2.0 to this Spring’s Cloudforce-Social Enterprise conference, social business start sprout up, from perception to implementation, social meets mobile in the cloud, to unite seven business visions,  to reboot business into the brain-yard in the cloud, to amplify collective human capability, also to orchestrate the new theme of modern business transformation, here are three faces of social enterprise:

1.    Customer Face

·         Social CRM

At the era of social business, customer relationship management is no longer just one way street or flat spreadsheet, it’s multi-channel, multi-touch, multi-dimensional roadmap to engage customers, to listen to customers feedback, to build social customer profile, to manage customer relationship at real time, via dynamic information sharing and multi-point communication.

·         Social BPM

BPM-Business Process Management is no longer just inward business process automation, social BPM is about customer-centric process innovation and optimization, it’s about managing your brand via analyzing, tracking and tuning Big Data, and how to empower the entire company to compete more effectively than ever by leveraging the power of holistic social solutions. Social business is no longer just the sum of functional silos, it’s the resilient whole to delight customers.  

·         Social Contact Center

 Customer contact center also need head to social, mobile, and open world, and shift to self-service trend, the social business enables a new mode of engagement: it’s no longer just static content & web pages, or long waiting phone line, it’s more about interactive customer rich experience to get to know customer like never before, and deliver customer-tailored solutions.   

2.    Employee Face

·         Social Enterprise Platform

Social computing and consumerization of IT revolutionize the collaboration within the organization and beyond, synchronize employee activities, documentation management, and application data & information management, it’s now a few clicks away to share contents, look for experts, discuss analytical insight, orchestrate cross-functional project collaboration, and get feedback from people cross entire organization.

·         Social Touch in Performance Management

 Social performance management platform improves performance through social goals, continuous feedback, meaningful social recognition, and results-driven work culture, to inspire positive improvement, progressive attitude, and purpose-driven work ethics. The performance review is no longer once a year administrative task, it becomes information-driven, social & collaborative management approach to meet SMART principle: Specific, Measurable, Attainable, Relevant and Traceable.  

·         Gamification for Talent Management

Gamification concept is no longer just for gaming, now becomes the interesting social enterprise tool which has been embedded into enterprise platform for rewarding the innovation, thought leadership and influence. Social business means more about fun and creative working environment to increase employee satisfaction and improve productivity. 

3.    Society Face:

 ·   Social Purpose

Social business is more open and well-connect with community and macro-social environment, business’s reputation is no longer just public relationship department’s job, customers and employees now have more voice and choice, the power to lift up your brand or thumb it down, contemporary business need create the social value for community and society economically, culturally and environmentally.

·   Social Value Chain

Social enterprise can also unite the business with its value chain ecosystem more seamlessly, the borderless social platform unleash great potential for business partners (even the competitors at certain circumstances) to collaborate and solve challenges facing in the industry, and make influence on the long-term policy & investment or any other social, political and economic concerns.

·         From Taxonomy to Folksonomy

When amplifying social business effect into society, we revitalize our economy into folksonomy, it’s not just the expert economists to craft the economic strategy, it’s people, both 99% plus 1% brainstorming together to create the new chapter of the economy via collective wisdom and effort, to revitalize infrastructural backbone. It also takes crowdsourcing to re-invent K-12 education, to re-kindle the enthusiasm about alternative energy, to renewal technology innovation,  which are three pillars of economy.


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