CEOs believe that the time has come to reinvent customer relationships. That’s one of the key findings in IBM’s 2010 CEO Study titled “Capitalizing on Complexity”. This belief is based on the following observations:
The world is massively interconnected, thereby making customer intimacy a priority
Customers have more options due to globalization and dramatic increases in available information
Differentiation will come from innovation and co-creation with customers
The information explosion presents a great opportunity to develop deep customer insights
I recommend this very well done Social Media for Business presentation. There are some fascinating statistics provided in the material. These numbers give you an appreciation for just how massive this social wave has become. For instance:
In this great Blog post by Robert Mitchell titled ROI fading fast as measure of IT success, Mr. Mitchell discusses the key messages planned for this weeks Gartner Symposium/ITxpo. I walk away with several key messages:
Reimagining the Future 