Business Process Innovation can be Powered by Commercial Networks

Posted by Thomas Edwards on September 21, 2010, 6:55 PM EDT

It may be obvious, but improving key customer facing and customer support processes is all about how well people work together, exchange information and repeat best practices...

While the terms business process innovation or reengineering rarely are heard around enterprise hallways these days, the ability to re-invent key processes using social collaboration and database publishing techniques is really a big idea whose time is now.  As I bounce around circles of friends and acquaintances who desire to improve operations and customer acquisition and retention efforts in more fundamental and sustainable ways, I am suprised how few consider the important role of social collaboration as key elements of breakthrough performance improvements.

Social media and the phenomenon of individual self-publishing through a host of web platforms have made it commonplace for individuals of all ages and roles to post content in a contextual environment for a relevant audience to absorb and respond to.  And as IBM, and others, seek to "build a smarter planet" it is very difficult to not imagine a world in which web-based business critical social networking/commercial networking tools don't become commonplace.

So, why are there not more small to mid-size companies, organizations and governmental entities charging headlong into this revolution?