As a short, follow-on note to my last post on the "Two Sides to the Social Enterprise Coin" - I thought I'd quickly recap a note put out by Mary Wardley with IDC last week.
In her research note "Social Conventions Infiltrating Enterprise Applications...", Mary details the potential social networking capabilities offer Enterprise CRM applications which "...in particular stand to expand their customer experience capabilities by tying together (CRM's) transactional aspects...with the full relationship color that comes from social media sources."
Mary truly strikes an insightful chord in her assessment of the growing impetus enterprise application vendors will have to address in their future solution roadmaps. As most of us "...spend more and more of (our) time operating in the world of the Internet (we'll) increasingly expect the rest of (our) interaction environments to embody the same levels of ease...collaboration and communication...Web 2.0 technologies enable."
I completely agree. We only need to look at Amazon's recent announcement, profiled by Jonathan Birchall in last week's Financial Times, on its Facebook applications capitalizing on social networking's ecommerce potential to see validation of Mary's predict.
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