Paul iske presentatie kennisnetwerk hrm
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Prof. dr. Paul Louis Iske University Maastricht Chief Dialogues Officer, ABN AMRO HRM and Paradigm Shifts From Customer-Relationship Management to Customer-Managed Relationships!
description
Presentatie Paul Iske op Event Kennisnetwerk HRM 2012
Transcript of Paul iske presentatie kennisnetwerk hrm
Prof. dr. Paul Louis Iske University Maastricht Chief Dialogues Officer, ABN AMRO
HRM and Paradigm Shifts From Customer-Relationship Management to Customer-Managed Relationships!
HRM Meets Customer De Horst, November 2nd, 2012 2
The world is getting more and more complex
This asks for Agility
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Our beliefs …
“We have no problem with Agility!”
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Agile or Trapped in Patterns?
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Innovation
Innovation is the process in which value
is created by the application of knowledge
in areas where this didn’t happen before.
HRM Meets Customer De Horst, November 2nd, 2012 6
6 images by JAM
customer
segments
key
partners
cost
structure
revenue
streams channels
customer
relationships
key
activities
key
resources
value
proposition
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• Client = Employee Co-creation (Key Resources, Channels) • Competitor = Colleague Open Innovation • Stranger = Strategic Partner Combinatoric Innovation • Crisis = Opportunity Restructuring • Succes = Danger Disruptive Innovation • Change = Fun Fashion • Knowledge = Commodity Rising Knowledge Economies • Valuable = Free Free Content (Revenu Streams) • Client = Account Manager Qiy (Customer Relationships) • Authority = Powerless Publishers (Knowledge Resources) • Best Practices = Worst Practices Land Lines • Money & Sustainability = Good pair Green Energy • IP = Outdated Open Source • Diversity = Asset Ideo • Certainties = Fake Portfolio Management • Risk = Attractive Insurances • Poor = Rich Bottom of Pyramid (Customer Segment, Cost Structure) • Small = Big Crowfunding (Cost Structure) • Play = Serious LEGO Serious Play (Customer Segment) • Failure = Blessing Brilliant Failures
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Who owns Who?
CRM: Customer Relationship Management
OR
CMR: Customer Managed Relationship ?
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New Technology Old Organisation ------------------------------- + Expensive Old Organization
NT + OO = EOO
A well-known formula
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Copyriht © Eli Lilly and Company
Are we in Dialogue with the customer?
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Loyalty vs. satisfaction
Terrorists
Ambassadors
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Ambassadors identify themselves
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9 PRINCIPLES FOR ENTHUSIASM (B. Mager)
• Relief: unexpected help, getting rid of tasks, getting rid of
responsibilities, decision support, saving time
• Flexibility: spontaneous reaction, adaptiveness, differing from standards, caring for individual needs
• Prudence: thinking outside the box, being one step ahead, consideration of circumstances
• Generosity: excess, lavish, more than the necessary
• Authenticity: sincerity, honesty, transparency, confidence
• Belonging: interaction, synergistic effect, being a part, feeling supported
• Exclusiveness: rareness, limitation, luxury
• Success: pride, reached aims, affirmation
• Completion: beauty, virtuosity, perfection, ‘the divine’
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Loyalty: Sense of belonging
If we build it, they will use it !
If they use it, it will build itself !
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Creati
vit
y
Cu
sto
mer F
ocu
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Ou
tward
Loo
kn
g
Netw
orkin
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Su
sta
imab
ilit
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Div
ersit
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Cle
ar M
issio
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Siz
e
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Creativity, Networking are Spontaneous
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An Environment consists of 4 spaces
Physical space
Social space
Virtual space
Process space
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Environments for Agility (C. Leadbeater)
1. Diversity
2. Selection
3. Perpetuation
4. Co-evolution
5. Unlearning
6. Disruption
7. Simplicity
8. Spare capacity
9. Timing
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Creativity
Being multiparadigmatic: flexibly moving between, combining and integrating diverse ideas, perspectives, intelligences and paradigms
PO
= Provocative Operation
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Increasing the Creativity Score
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Combinatoric Innovation
Combinatoric Innovation is the process of discovering new ways of value creation by combining and applying previously disconnected intellectual capital from two or more sources.
Community of Serendipity
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“If we knew what we are doing, we wouldn’t call it innovation”
Serendipity as key process
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DIALOGUES HOUSE Home for Innovation, Entrepreneurship, Sustainability and Collaboration
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CONCLUSIONS
• CREATE THE RIGHT, OPEN ENVIRONMENT FOR AGILITY
• SERENDIPITY IS A CRUCIAL BUSINESS PROCESS
• INNOVATION BY COMBINATION OPENS NEW POSSIBILITIES
• THIS REQUIRES TRUST, MORE THAN CONTROL !
• FAILURE IS AN OPTION!
