The Shift From Systems of Record To Systems of Engagement

New systems of engagement are now receiving considerable attention in the forms of online communities, crowdsourcing, Social CRM, open APIs, and many other means as a way to connect customers and business partners together to achieve useful outcomes with the most cost-effectiveness and largest result. From just one recent example of many of this trend, this week Gartner reported that “within five years we expect that community peer-to-peer support projects will supplement or replace Tier 1 contact center support in more than 40 percent of top 1,000 companies with a contact center.” Social systems of engagement have already become the primary way that we communicate in our personal lives and this is also happening for businesses.

In recent conversations around how organizations are changing, it’s been clear that this is part of a larger trend, part of it the move from push to pull systems, part of the move from the center to the edge, but all of it shows how networks and simple, freeform, emergent tools can enable much bigger results than the transactional systems of old. If you are investing in strategic new technologies today to drive your business forward, I believe this is one of the most important investments you can make at this time. Make no mistake, however, that this is very much an unfolding story and we’re all learning from watching the leaders. But as I’ve covered here and many times in the past, it’s a change that very few organizations will be able to skip and survive.

From

Moving Beyond Systems of Record to Systems of Engagement | Collaboratory

See Also

Looking to the Frontiers of Social Business | Dachis Group Collaboratory

The Operations of a Social Business | Collaboratory

Enterprises grapple with social engagement | ZDNet

The Intersection of Digital Strategy, Social Business, and Smart Mobility | Flickr

How IT Can Reclaim Social Relevance | InformationWeek

How to Scale Social To The Real World | InformationWeek

Adapting to the Era of Deep Engagement | Collaboratory

The Social Business Index | Dachis Group

Social Business By Design | Amazon Hardcover (John Wiley & Sons, 2012)