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 crm ERP HEADLINES NEW TECHNOLOGY REPORT

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Enterprise 2.0

This period's topic for extended commentary is Enterprise 2.0. While Enterprise 2.0 is much bigger than Enterprise Resource Planning (ERP) software, ERP applications compliment and clearly have the potential to achieve synergistic business objectives with this newest social media evolution.

While a firm definition is not yet completely solidified (and likely never will be), Enterprise 2.0 has surpassed the buzzword and theoretical phases and reached general agreement as a convergence of widely available social networking technologies (Web 2.0 and social media tools) used within the enterprise for organizational purposes. Sometimes referred to as Enterprise Web 2.0, this social media phenomenon is a disruptive change, which converges technology, social and business forces using new tools such as search, blogs, wikis, RSS feeds, social networks, tagging and folksonomies.

Enterprise 2.0

While this Web 2.0 derivative is now common vocabulary and growing at face pace, there remains little respected published literature on the topic. Even heavy weight analyst firm Gartner failed to recognize and include today's common terms of “Web 2.0″, "Enterprise 2.0", “Ajax” and “podcasting” in their 2005 Gartner Hype Cycle report. These terms did surface for the first time in their 2006 report.

ERP Headlines author David Wolinsky has begun a research project to find companies which have merged Enterprise 2.0 technologies with their ERP software applications in order to gain demonstratable achievements with measurable results. Expect this HEADLINES story in an upcoming release.

 

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Web 2.0

Web 2.0 was originally coined by O'Reilly Media at a social media conference in 2004. At that time, Tim O'Reilly believed that Web 2.0 was a business revolution fostered by new technology which transcended the Internet to a platform capable of supporting both new and existing collaboration tools. Along with speaker John Battelle, the O'Reilly conference suggested that the Internet had become a platform with software and services rising above the level of a single device and empowering users to assemble or otherwise create synergistic 'network effects' from decentralized or distributed participants. Today, these network effects have become known as collaborative input, group content, information syndication, user generated content and many more knowledge creation phrases. Also, while there are currently many definitions for Web 2.0, most stand in agreement with O'Reilly's original basis.

O'Reilly supported his concept with sequential levels of principles that embody Web 2.0 evolution.

  • Level-3 Web 2.0 tools are the highest of the social media levels and reside only on the Web. These tools derive their value from a combination of human collaboration and network effects. O'Reilly cites as examples eBay, Craigslist, Wikipedia, del.icio.us, Skype, and AdSense.
  • Level-2 Web 2.0 tools may operate online or offline, however, achieve significant advantages from online operation. O'Reilly pointed to Flickr as an example, which benefits from its shared photograph-database and its community-generated tagging and folksonomies categorization.
  • Level-1 Web 2.0 tools function offline but gain benefits when online. O'Reilly cited Writely (now Google) and iTunes as examples.
  • Level-0 Web 2.0 tools work equally well online or offline. O'Reilly referenced MapQuest, Yahoo! Local, and Google Maps as Level-0 examples (although mapping-applications which leverage user contributions could rank as "level-2").

The continuous Web 2.0 technology and services evolution is largely ground among thin client software programs, suites of collaboration tools, online community networks, (RSS, Atom and other) content syndication, messaging internet protocols, web browsers with plug ins and extensions, and various client-applications. The most commonly referenced Web 2.0 tools include search tools, blogs, wikis, RSS feeds, social networks, mashups, tagging and folksonomies.

 

CRM 2.0

Similar to the Enterprise 2.0 origin, Customer Relationship Management (CRM) 2.0 was born as a niche derivative of Web 2.0. The CRM social media term is characterized by a change in the customer/supplier relationship largely based on changes in communication and collaboration tools and techniques.

While many corporate executives initially view widespread distribution of real-time user generated content with concern, many CRM thought leaders are leveraging these new tools and content to better communicate with the customer based on the customers' desires, to extend the communication to a bi-directional flow, and to engage the customer in with methods that deliver relevant content and knowledge to both the customer and supplier. For enterprises on the leading edge of CRM, these methods go far beyond just making the customer feel important and more so make the customer an extension of the company's marketing division, sales department, R&D team, advertising team, or any other business line which benefits from direct communication by the ultimate recipient.

crm 2.0

Customer Relationship Management 2.0 is best accomplished with new thinking and a clear recognition that the customer relationship balance with 'social customers' has shifted from the enterprise believing it manages the relationship with its one way vendor-to-customer product or service directed activities to one where the customer is proactive, part of a more comprehensive and influential virtual community and more interested in being heard and recognized as part of the company's solutions.

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ERP Headlines is the ERP (Enterprise Resource Planning) industry leader in online news and information delivery. ERP Headlines delivers reader-focused relevant content in the areas of ERP Industry Events, ERP Software Selection Insight, Software Implementation Experience, ERP Software Analysis, ERP Software Reviews, Best Practices, Case Studies and other aides which collectively contribute information, intelligence and insight for ERP industry practitioners and participants.

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ENTERPRISE RESOURCE PLANNING SOFTWARE HEADLINES