Welcome to our guest blog series on Lithosphere.
With the growth in social CRM, we thought it would be helpful for people to get a wide perspective on the hot topics and trends across the industry from the people that know.
Today's guest post is the second of two from prolific blogger and 'social anti guru', John Moore.
This article was simultaneous posted on John's blog 'Random Thoughts of a Boston-based CTO'
One of the most interesting aspects of collaborative strategies and tools is the promise of co-creating solutions with customers, partners, citizens and anyone else that your business or government agency interacts with. The promise, of course, can only be achieved when goals have been clearly defined and articulated to all involved. Success is not guaranteed, hard work and careful planning is required. For those who have their act together the benefits will be seen.
You might be asking yourself, what is John talking about when he says, "Ideation"?
Simply put, ideation is a strategy, leveraging appropriate tactics and tools, whereby the company/agency collaborates with it's customers/citizens to determine what products, features, services, are needed and the relative priority of those needs.
Ideation can be accomplished on a small scale through customer advisory groups or on a large scale as the US Federal Government is doing with it's Federal Agency dashboard (http://www.opengovtracker.com/).
While there is no one-size-fits-all solution the high-level approach will look something like:
While defining your ideation process consider these questions:
Your customers, your citizens, know what they want from their relationship with you. An ideation solution gives them a channel to share their thoughts, both positive and negative. Give them the platform.
Listen. Engage. Make changes. Not only will you improve your business, you will improve your entire marketplace.
Note: John will be following up this article with information from a couple of Lithium customers who are making great strides in this area. We'll post his interviews when they are available.
John Moore is currently the CTO and SVP of Engineering of Swimfish, Inc. For the last decade John has worked as a senior engineering manager for SAAS applications built upon the Microsoft technology stack. This has allowed him to have an exciting day job focused on delivering real customer value in the form of products, services, and social conversations. When not wearing the CTO/CIO that he continues to engage in co-creation of value with customers, partners, and vendors and enjoys writing on his blog, engaging in conversations in real-life and Twitter.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.