1. HRM and Paradigm Shifts
From Customer-Relationship Management to Customer-Managed Relationships!
Prof. dr. Paul Louis Iske
University Maastricht
Chief Dialogues Officer, ABN AMRO
2. The world is getting more and more complex
This asks for Agility
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3. Our beliefs âŚ
âWe have no problem , with Agility!â
HRM Meets Customer
De Horst, November 2
nd 2012 3
4. Agile or Trapped in Patterns?
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5. Innovation
Innovation is the process in which value
is created by the application of knowledge
in areas where this didnât happen before.
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6. key value customer
activities proposition relationships
key customer
partners segments
cost revenue
structure key streams
resources
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6
images by JAM
7. ⢠Client = Employee ďŽ Co-creation (Key Resources, Channels)
⢠Competitor = Colleague ďŽ Open Innovation
⢠Stranger = Strategic Partner ďŽ Combinatoric Innovation
⢠Crisis = Opportunity ďŽ Restructuring
⢠Succes = Danger ďŽ Disruptive Innovation
⢠Change = Fun ďŽ Fashion
⢠Knowledge = Commodity ďŽ Rising Knowledge Economies
⢠Valuable = Free ďŽ Free Content (Revenu Streams)
⢠Client = Account Manager ďŽ Qiy (Customer Relationships)
⢠Authority = Powerless ďŽ Publishers (Knowledge Resources)
⢠Best Practices = Worst Practices ďŽ Land Lines
⢠Money & Sustainability = Good pair ďŽ Green Energy
⢠IP = Outdated ďŽ Open Source
⢠Diversity = Asset ďŽ Ideo
⢠Certainties = Fake ďŽ Portfolio Management
⢠Risk = Attractive ďŽ Insurances
⢠Poor = Rich ďŽ Bottom of Pyramid (Customer Segment, Cost Structure)
⢠Small = Big ďŽ Crowfunding (Cost Structure)
⢠Play = Serious ďŽ LEGO Serious Play (Customer Segment)
⢠Failure = Blessing ďŽ Brilliant Failures
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9. Who owns Who?
CRM: Customer Relationship Management
OR
CMR: Customer Managed Relationship ?
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10. A well-known formula
NT + OO = EOO
New Technology
Old Organisation
------------------------------- +
Expensive Old Organization
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11. Are we in Dialogue with the customer?
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12. Loyalty vs. satisfaction
Ambassadors
Terrorists
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20. Creativity
Being multiparadigmatic:
flexibly moving between,
combining and integrating
diverse ideas, perspectives,
intelligences and paradigms
PO
=
Provocative Operation
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23. 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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24. âIf we knew what we are doing,
we wouldnât call it innovationâ
Serendipity as key process
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32. 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!
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