Wednesday, February 04, 2004

CRM and Social Software Discussion 

via Windley's Enterprise Computing Weblog
Ross Mayfield (CEO, SocialText): Process breakdowns require that people route around the failure in process and get things done. Informal networks are how companies get work done. Social software is about strengthening those informal networks. Social software gets the information out of email and attachments and brings it "above the fold" so that it can be used, linked, and indexed. . . .

Ad: Doing business is making friends. Helping people understand other cultures is important.

Mark: CRM systems try to put structure around unstructured data. There's real potential for using social software to create the next generation of CRM systems.

Chris Roon: eBay is a great example of social software applied to a particular purpose.

Me: CRM systems follow Sarnoff's law: the value of the system is linear with the number of contacts. We don't let people build communities within our CRM systems. Thus we never see Metcalf or Reed scale benefits.

Ben: these kinds of systems have to work bottom-up because people own their relationships.

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