May 26 2015

The Route to VRM and Customer Effective Demand Networks

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If you are tracking, you will know that I have been talking about Customer Effective Demand Networks for a while. A long while actually. More recently I have been writing about VRM. That is ‘Vendor Relationship Management’, the flip side of CRM.

The CEDN aspect gets shortened to something that a lot of people call ‘Customer Centricity’, which as a result has become a platitude, a set of meaningless words. ( ¹ )

We live in a world (particularly in the USA) of large enterprise, centralized thinking, old world, manufacturing process driven operations. These organizations have discovered that people can think for themselves and so they are reacting in the way that they know. Which is how the diagram below emerged.

CRM-VRM

Without using transition terms like ‘Vendor Efficient Supply Chains’ and ‘Customer Effective Demand Networks’, we are nevertheless observing the enterprise attempting to make that transition. They are acting. I am a big fan of acting – but also a big believer in ‘thinking’ … Often to do with getting to the other side of the eight ball – or “skating to get where the puck will be.. To borrow a line from Mr Gretzky … and apologies for yet another use of an over used cliche

Which is where I got the inspiration for the diagram. It seems to me that IF ( it’s a big one ) an organization thinks about it’s transition to operating in the ‘Customer Effective Demand Networks’ … It can jump the 8 ball. And why should they care ? Because there is a second world transition occurring … It is the (re)-humanizing of planet earth. And one of the revolutions in the business side of that humanizing that is today nascent … but catching on … VRM …

Without thought, enterprises will finally transition to their new world of Customer Effective Demand Networks – but likely on their own terms. In the terms of the enterprise still being in charge. They aren’t. And so the next transition will need to occur .. Probably too late for many.

Jeremy Heimans calls this ‘Old Power’ and ‘New Power (BTW I highly recommend that you click in <<< that <<< link and spend 15 minutes listening to him talk about that topic.) The fact is that there are so many different terms being thrown around today that seem to describe this transition …. but as we continually learn … it is close to impossible for a large organization to pivot twice in a single move … Because to do so threatens their business. This is why Geoff Moore’s ‘Escape Velocity’ is essential reading. It is therefore likely that that single move from bottom left to top right is going to come from small, unknown companies … But it isn’t too late for a large organization to do it. After all – where there’s a will – there’s a way.

Shall we try it ?

Notes

(1) Which reminds me – I need to change my LinkedIN profile … That descriptor has me dated – and part of that camp – that I think it has become a little misdirected.

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Permanent link to this article: http://beyondbridges.net/2015/05/the-route-to-vrm-and-customer-effective-demand-networks/

May 26 2015

Three Years … Still Counting

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crack_in_the_wall_small… but sticking to my guns – and anticipating that this is proof that Apple plays the long game.

 

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Permanent link to this article: http://beyondbridges.net/2015/05/three-years-still-counting/

May 25 2015

Living At The Edge

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IMG_0380.PNGIt strikes me that Apple were the first – and arguably still the only-  ‘device maker’ to add a third sense to their repertoire for digital communications.

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Permanent link to this article: http://beyondbridges.net/2015/05/living-at-the-edge/

May 20 2015

Something About Airports Today

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Guitars in San Francisco


Guitars in Austin

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May 19 2015

Managing Complex Change

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I posted this

Managing complex change

to twitter and linkedIN yesterday – it seemed to resonate.

Another version – with supporting article is here. Which includes a better image, but not better clarity .. IMHO. There are other examples where the word ‘Resistance’ is replaced with ‘Gradual Change’. I think ‘Resistance’ is the right word. I need to find the RIGHT diagram – which I think is still the top one.

knostermodel

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Permanent link to this article: http://beyondbridges.net/2015/05/managing-complex-change/

May 17 2015

Who Knew ?

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[listly id=”41e” layout=”full” show_header=”true” show_author=”true” show_sharing=”true” show_tools=”true” per_page=”25″]

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Permanent link to this article: http://beyondbridges.net/2015/05/who-knew/

May 17 2015

Is The Kansas City ‘Smart City’ Smart Thinking ?

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Cisco-Consulting-Services-a_1429899081687_17267817_ver1.0_640_480Read All About It !!!

The largest smart city project in North America is moving closer to reality in Kansas City, mainly along a 2.2-mile streetcar line under construction through the downtown.

I was particularly struck with this comment …

Blackburn also said Cisco is sensitive to ways that video sensors might be seen as invasive public surveillance. “For any privacy issues, we’ll comply with state and federal regulations and won’t give access to software developers to anything they shouldn’t have access to,” he said.

Employment Law, Women’s Rights, Abortionism, Creationism, Race, are all fine examples of how exactly it shouldn’t be done over in that fine state – so I for one am not holding my breath on this one …. not saying that the experiment won’t be great – I mean who can resist ‘the lure of the future’ and free, fast, always on wifi … but when someone has to say “For any privacy issues, we’ll comply with state and federal regulations” – when we know that the state and federal regulations are about as minimal as they can get – oh – and that (we) “won’t give access to software developers to anything they shouldn’t have access to” … umm – hello – who decides what it is that software developers shouldn’t have access to …. and exactly how secure is the information of the ‘guineazens’ … And finally ..

The Smart + Connected Communities program will include installation of a public Wi-Fi network and “community kiosks” that will allow citizens to call upon city services or make digital transactions.

I wonder if mobile has reached Kansas yet ? Wait it must have – Sprint are headquartered there …. so what is going in – left and right hands ? Or simply headline grabbing ?

Just thinking aloud – that’s all.

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May 17 2015

Not Exactly An ‘Air Guitar’

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stevenwilson

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Permanent link to this article: http://beyondbridges.net/2015/05/not-exactly-an-air-guitar/

May 17 2015

Semantics, Definitions, Meaning, Clarity … It’s Important

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signpostSometimes Grammar Nazis are really funny – and sometimes they are a pain in the neck, and if you watch this video you’ll see what I mean. But there is no smoke without fire.

I had an email exchange recently through one of the many lists I belong to. I popped in and dropped my usual pithy comment and back, (rather unusually actually), came a reply; telling me that I was ‘splitting hairs’. The writer went on to write – “Consumer = user = audience = customer, etc.” I do hope that I am not seen as a grammar nazi, but if that’s what it takes to get people to think about how we use language, so be it.

Language is essential to be able to convey the true meaning of what we are saying. There is a reason that the OED contains nearly 200,000 words and each of the words do have different meanings.

We live in an industrialized world where the language of the military was co-opted by business to describe what it was doing. Think of words and phrases like ‘corporate officer’, ‘strategy’, ‘plan of attack’ .. heavens – even Reid Hoffman was quoted in the Marc Andreesen article in the New Yorker this month …

“I look to see if someone has a marine strategy, for taking the beach; an army strategy, for taking the country; and a police strategy, for governing the country afterward.”

… the ‘someone’ is the exec in a pitch meeting with Reid and Greylock on their latest business idea.

Over the years the brand / enterprise / corporate speak that has dominated our culture for decades is now in the day to day language of people. If we continue to use the language of the enterprise to describe what we want as people  we will fail to take back our humanity. That is the topic of a third article that I hope to see published in a series I have recently written.

So … what do I mean ?

Consider Twitter … (just to pick one of the many options).

  • As a user of twitter I am absolutely not a ‘customer’, I am a ‘user’
  • For their ‘customers’, (those who Twitter sell things like placement of messages to), I am indeed part of that customer’s ‘audience’.
  • To Twitter, I am also probably part of their ‘product’.

My point is that the definition of who I am is highly contextual when it comes to me the individual. On the other hand it serves Enterprises well to conflate the definitions. Broadening my example base, why wouldn’t Facebook want to call me ‘their customer’ … doesn’t that sound better than their ‘user’ or even their ‘product’? And corporate speak is renowned for brevity and over simplification.

But there’s more. Vendors, brands, enterprises have lived in their industrialized world for too long. If they call all of us customers, then there is already a set up in play – you are already a customer, you are part of the ‘collective’. In fact, Salesforce actually see the internet as “An Internet of Customers”. Seriously ? And though this link might seem to be buried – these were the words that Marc Benioff used when they launched Salesforce1.

I have a bit of a thing going at the moment about people and their individuality, one example in this article just published last week – where I write:

As people, we need the power to manage brands, let alone just keep them at bay. Are we just going to roll over and allow brands, corporations, governments, data agencies, and the like to keep building bigger and more personal profiles about us? Or are we — as John Lennon would have it — really going to give “Power to the People“?

I believe that it is incumbent on any community that it is attempting to change the status quo to be absolutely precise about what it means. If we switch and interchange terms without thought, the message becomes garbled – and it will be co-opted to their detriment to prove an alternative point. More importantly, if we simply adopt the language of the previous system – we will also adopt the behaviors, the methods, the … nothing will change. And the fact is, change is going to happen. I just want it on our terms, not theirs.

What do you think ? Is it time to bring clarity to how we communicate ?

Post Script ::: BTW – I hope you will agree that I have clearly demonstrated by the use of language in this article that I am incapable of being a Grammar Nazi :-)

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Permanent link to this article: http://beyondbridges.net/2015/05/semantics-definitions-meaning-clarity-its-important/

May 16 2015

Connecting The Dots

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Paper53-4

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Permanent link to this article: http://beyondbridges.net/2015/05/connecting-the-dots/

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