Gov 2.0 Rocks

I had the pleasure of visiting Washington DC earlier this month to attend the Gov 2.0 Summit - and saw the Expo Showcase co-chaired by Dr. Mark Drapeau, author of the article linked above.

It was great to see so many of the government technology leaders, the FCC Chairman Julius Genachowski, the CTO and CIO at the White House, Defense, GSA, Homeland Security participating wholeheartedly.

People are really thinking about how to do this stuff.

Tip of the Hat to the winners of the Gov 2.0 Expo Show case, particularly those from the SF Bay Area whom I'm singling out for special mention

Bart.gov - MJ
Santa Cruz City Government - PK

Great job presenting a great story.

Social CRM - turns CRM into Customer Managed Relationship

I found this fascinating quote today:

 

Social CRM [...] extends CRM from being something predominantly inside-out, to something that extends out into the conversations that customers are having between themselves. If we want to engage customers we need to really understand [...] the jobs customers are trying to do and the outcomes they are trying to achieve by doing them. This is best practice in understanding customer needs today [...] Once we understand what customers need, we can innovate around delivering exactly that [...]. And we can use service-dominant logic to provide experience platforms that allow customers to co-create value together with companies. Co-creating value with customers is the modern definition of customer-centricity.

contactcenterintelligence.wordpress.com, What A Social CRM Strategy is all about.. «, Sep 2009

 

You should read the whole article.