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Evolving from Document System to Engagement System

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Here is the additional interview promised from the Enterprise 2.0 Conference.
This time Jessie Wilkins, Director System Engagement for aiim speaks about how will the future of the enterprise information management will look like.

As mentioned a lot in this blog, nowadays the customers are kings, customer engagement is taking a royal place in web applications and the interaction between the business and the customers and between the customers themselves is highly important for any successful SaaS business.

Jessie mentions that for decades the world have been focused on “system of records” which is actually focusing on documents.
These days the focus is on conversation, interaction, Facebook “likes” and it’s called “System of Engagement” where individuals engage with each other, organizations engage with customers and partners try to develop more collaborate ways of working together.

To learn more about the System of Engagement, read the white paper by Geoffrey Moore: System of Engagement and the Future of Enterprise IT

Tomorrow I will upload an interview from the Sales 2.0 Conference. This time Darren Suomi, VP Sales at HootSuite will give a tip regarding social media channels in businesses.

To read the full transcription of the video, click here
Video Transcription:

“My name is Jessie Wilkins. I’m Director Systems of Engagement for Aiim. Aiim is a non profit trade association. We do market research, networking events, industry analysis, standards development and training. We did some research earlier this year, and to try and determine what the future of enterprising information management looked like.

And what we determined was that for decades we’ve been focused on systems of record, all of those databases, repositories, share points, et cetera – that every organization has. They’re focused on documents and now we are starting to focus more on conversations, interactions, Facebook likes – and so we call those systems of engagement.

Ways in which individuals engage with each other, organizations engage with their customers and their partners and try and develop more collaborative ways of working together. Our research and research from others including Mackenzie, Forrester and Gardner, all suggest that organizations that use these tools effectively are more profitable, their market leaders are gaining market share, they can streamline their processes, but too many organizations don’t know how to do that.

And so, we’re here to hopefully provide our strategies, processes and plans for how to do it more effectively.”

Guy Nirpaz

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank well as having grown oranges.

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