Category Archives: Collaboration
Amid the excitement and athleticism of the Olympics, we have uncovered another interesting display of global competition. And although it may not be as entertaining, the ramifications are more far-reaching. Specifically, the Global Innovation Index evaluates each country’s level of innovation over the past year, as judged by each country’s knowledge, technology and creative outputs. It was reported by the CEO of Eli Lily in a Forbes post about America’s declining ranking last month. Read more and comment…
We recently polled R&D teams about how they use and share innovation across offices and departments, and the challenges they face in doing so. Because R&D is a primary creator and consumer of knowledge, these organizations should be a model for how to utilize and share it. However, as we’ve seen in the demand for our intelligent indexing technology, and as revealed in the study, we found that R&D teams are more apt to duplicate work, lose knowledge and operate in siloed, “tribal” environments where information isn’t shared and experts can’t be found. This creates a huge opportunity for those who get it right—to out-innovate and out-perform their competition. Read more and comment…
Many organizations have invested significantly to create a “network effect,” where teams dispersed internationally are encouraged to use technologies to share, explore and innovate faster. As we’ve seen, additional tools don’t necessarily lead to additional collaboration and knowledge sharing. Often, the tools themselves become new silos of information, from which it is difficult if not impossible to extract relevant information.
Particularly in R&D departments comprised of highly educated, highly skilled specialists working in small groups, knowledge access and sharing can be a significant hurdle, and one that impacts innovation. Working in a very large engineering organization, with multiple departments working on multiple aspects of product design and engineering, chances are most engineers have an idea of what the five or six people around them have developed and what they know. Read more and comment…
As those with significant others can attest, and those in the customer service business know, relationships are never mastered – they’re constantly changing, growing and evolving over time. This week, we are thrilled to announce a CODiE Award win for Best Relationship Management Solution – our third CODiE in four years – by the Software & Information Industry Association (SIIA). The peer-reviewed recognition is very meaningful for Coveo. We’re always thinking about how knowledge and information can be used to improve our client’s customer relationships – identifying customer needs, evaluating areas for improvement and responding in real-time with all of the contextually-relevant information necessary to best meet that customer’s needs at that moment in time.
Want a bit of free relationship advice? Key to many relationships is, first, the ability to listen. Next is to respond to the other party’s needs. The final is to act to improve the relationship. And then the cycle begins, all over again, in a never-ending dance. Translated to our B2B context, this is your customer engagement strategy.
But you can’t even start if you’re not getting a complete picture. How can you listen if you don’t understand the context? Many businesses struggle with trying to gather all the relevant information from various sources, places and data types, whether in their core enterprise systems, via social channels or in the cloud. If this is a challenge with your organization, you’re not alone. In a recent Argyle Forum survey, 42 percent of respondents estimated that their companies have visibility into less than a quarter of information across all interaction channels, including social streams.
So what do you do? The first step is to break down information silos and enable your organization to access knowledge across all relevant customer channels. Invest in technologies that allow you to access information regardless of format by instantly assembling and enriching data to make it consumable.
We’re proud to be named an innovator in relationship management solutions today. But, like anyone, we view relationships as long-term processes. If you’re looking at improving your customer engagement through actionable insight, don’t wait. Your current and future customers depend on it.
Let us know if this has ever happened to you – “I just wasted how much time?” or “What do you mean this already exists?”
Let’s face it. The more data available to your company, the less you know what you think you know.
Sound strange? Just think about it…and perhaps consider your own experience. Let’s say you are an engineer or product developer for a mid-sized company. Say the company has been around for 30 years, creates complex products requiring QA testing and perhaps regulatory compliance. At the same time, the company has grown to 10,000 people with 3,000 engineers split among seven different offices in three countries. Read more and comment…