CRM Delivers the Best Results When Everybody Plays

The Collaboration Curve – ‘World of Warcraft’ players improve their performance by leveraging a broad set of discussion forums, wikis, databases, and instructional videos that exist outside the game….The more players participate and interact with World of Warcraft’s knowledge economy, the more valuable its resources become, and the faster players increase their rate of performance improvement.  Said more generally, the more participants in number – and interactions among those participants – you add to a carefully designed and nurtured environment, the more the rate of performance improvement goes up….In nearly all of these group efforts, rapid leaps in performance improvement arise as participants get better faster by working with others.  This is called ‘the Network effect’ (see right for picture).  These leaps in performance describe the shape and power of the collaboration curve, a new force in our professional and personal lives”  (Hagel, Brown, Davison, “Introducing the Collaborative Curve,” Harvard Business Review, 2009).

CRM databases are of the highest quality when they are fertilized by a rich and continuous inflow of accurate, complete, and current information from everyone who has anything to do with customer relations.  Massive accumulation and aggregation of information from as wide and diverse a population as possible ensures that the CRM database can generate the patterns and trends that give all players solid understanding, strong analytical material, better decision making choices, and more trustworthy and proper action.  The knowledge rich and fertile CRM database available to and used by all is the reason the organization bought and implemented CRM in the first place.

But how do we enable and encourage this “Collaboration Curve,” this “Network Effect,” where we see “leaps of performance as participants get better faster by working with others”? 

The only way to get ideas, thinking, and learning moving within an organization is a voice-based CRM data entry system.  People have to be enabled to speak their minds, share their insights and experience, ask for information, challenge concepts and facts, ask for help in ‘playing the game’, and otherwise talk and ask and communicate with others in the organization.  A voice-based CRM data entry system is simple and direct, using voice and phone, two technologies that are profoundly simple and intuitive and robust today for all kinds of stationery and mobile applications.  Speech recognition software is too “closed” and limited to be the tool for this kind of collaborative/networking high-volume discussion and communicating.  Only a human transcriptionist-based system, one that joins human capabilities with the finest computer technologies of today is capable of enabling such a Collaborative/Networked environment.

Any company considering a CRM implementation and any company considering how to improve the user adoption or the value of an existing CRM system should take a few minutes to put the words Voice-Based CRM into the web browser to access information that teaches the value of such systems.

‘TALK TO ME!’ ‘Thinking Out Loud’ to Make Sense of Things

Interesting how, in our high tech and highly digitized and automated world, some wonderful intellectual work gets done with simple human abilities – like talking and listening.

We often hear the suggestion, when someone has a difficult task or is troubled with something -

“Talk to me; what it is you are thinking; just talk it out so I can help you.”

Talking as a way of thinking is a common and proven way to work out a problem or a task in the mind.  Many great writers and scientists go on long walks each afternoon, so they can talk to themselves, hear themselves express and connect ideas, and form sentence and paragraph expression patterns.  We often seek a friend or a colleague, a family member or a mentor to talk to when we need to think out loud and, thereby, hear what it is that is trying to form in our minds.  One psychologist said that, if you just stand someone near a post and tell him/her to talk to it and explain to it the issues, that act of talking helps tremendously in working the things in the mind out and into understandable form.  Sometimes the people we talk to aren’t much more responsive or helpful than the post, but it doesn’t seem to matter – they are there and looking at us and listening.

Explicit knowledge.  Some of our knowledge and the experiences we have deal with “explicit” information, structured information, the kind that is easily spoken or written, that makes good sense, and comes out of our minds easily and fluently.  This is the kind of information that is very comfortable for us to talk about and explain.  It makes good sense to us.  This information is easy to write/keyboard and comes out easily and naturally.  Often this knowledge is highly quantifiable or numerical.

Implicit knowledge.  On the other hand, much more of our knowledge and experiences deal with “implicit” information, unstructured knowledge, the kind that is forming in our minds, the kind that is “out there” needing “thinking about” and discussion.  These are feelings, impressions, instinctual reactions, and perceptions that are not easily articulated and made good sense of.  These are the “felt” ideas that we struggle to express, the ones we intuit, the ones that we try to say one way, stop, try another way, stop, and then go at it another way.  Implicit knowledge is “messy” and “uncomfortable.”  Sometimes expressing “implicit” information is very frustrating for both the speaker and the listener – it takes time and patience.  Finally, and especially if a friend will help by restating or rephrasing the ideas in different ways, we begin to get the “implicit” information to convert, to transition into “explicit” information where it is understandable and easily expressible.  This is a wonderful process and is a significant “engine” in any organization’s intellectual stimulation and development.  Often this knowledge his highly qualitative or subjective.

Talk/Walk, Talk/Draw.  Some people like to walk when they talk, as they think things through.  They Talk-Walk.  We hear often of poets and writers, of philosophers and administrators who walk by alone and talk to themselves, around and around the block, up and down the stairs, up and down the long hall way.  Sometimes they do this with a friend or while walking or jogging.

Also, some people like to draw when they are trying to think.  They Talk-Draw.  They stand at a black/white board and as they talk they draw diagrams, pictures, charts, doodles, mockups, and other sorts of free flow art as they talk to themselves.  They can’t think without sketching and doodling on a napkin.  Often walking or drawing as a complement to talking is very powerful in getting “implicit” information to form such that it can be “explicitly” stated to others.

A simple voice-based communication and feedback system can be a significant assist tool for these kinds of intellectual activities.  This is true especially in a powerful sales planning and reporting system, where a person can talk out the planning information as best as he/she can at the moment, get the information transcribed quickly and back, and then when reading it, start talking again and recording it.  This activity is especially powerful for helping teams to think.  This process of talking/recording/sharing, reading, talking/recording/sharing again, reading, and then doing it again is one of the most powerful ways to cause minds to come to see what is trying to be expressed and to form the “implicit” into a “explicit” communication.  Often we cannot see the “point” we are seeking until after several rounds of talking/recording/sharing, reading, talking/recording/sharing reading.  The mental understandings and structures grow and develop as the information moves around and around in several double loops.  It is a great way to prepare an important presentation or proposal or submission or to think through a difficulty with an important customer or challenge from a competitor.

Quite outside of today’s high tech, digital, automated world is a set of powerful intellectual comprehension and understanding tools that are invaluable, that never go out of date, that always produce sophisticated intellectual understanding.  The human brain finds powerful expression through the simple speaking voice and the hearing ear.

When CRM systems match (1) top-level management information planning with (2) sales-team level information gathering and reporting through a voice-based system, marrying and integrating the management need with the sales team gathering capability, then the CRM databases become the instruments for understanding, analysis, decision making, and action CRM systems are designed to deliver.

A New Industry: Voice-Based Data Entry is the New Productivity Tool

When we wisely abandon the drudgery, procrastination, and time wasting involved in keyboarding information among professional engineering and scientific people and, instead, use voice for serious, paragraph length data entry into company databases, when we see the natural and intuitive simplicity of a voice-based data entry approach, we can appreciate two applications that have been proved successful in major U.S. corporations:

1.  Customer Satisfaction Surveys – identify the customer contacts you want to hear from, ask them to participate, give them a phone number to call and a secure (and anonymous) ID number, and then let them call into an open dictation system and answer 4-5 simple and general questions as they choose to answer.  This will give you what is truly “the voice of the customer.”  Then, use a qualitative knowledge analysis tool to convert the audio to digital, number/code the “thought units” (word, phrase, or sentence with one unique message), and enter the information into the database for analysis.

Such a system has been used by several major aerospace companies with their Department of Defense contacts on major weapons systems.  The contacts are asked to comment on their perceptions of customer service, teamwork, product efficacy, and other issues they might have with the company sponsoring the survey (observing all confidentiality requirements).  With this service, you get 95% participation, speaking times of 5-8 minutes (equivalent to about one-half page of 12-point font text), and significant qualitative insight into the feelings, attitudes, and perceptions of the callers/speakers.  All input is anonymous in the database, so callers are free to speak their minds without fear of discovery or repercussion.

Voice-based data entry for customer satisfaction surveys is a state-of-the-art qualitative method of “hearing” directly, with words and emotions, the perception of company products and services with statements of satisfaction and suggestions for improvement and being able to perform analytics on those data.

2.  Large Proposal Preparation – have the Proposal Manager set up the outline for the proposal, following exactly the guidance in the Statement of Work, Sections L and M of the RFP, and other guidance.  Then have that Manager assign sections to the various content specialists and top level managers who know the information that is to go in each section.  Realizing that at the beginning the people already know 98% of what is needed in the proposal, then have each of those persons call into the open voice-based system, enter their ID number, and then speak in their information.  This is the very best “pre-kick-off” activity because it generates a baseline prototype of the document in a very short time.  Have those inputs transcribed and entered into a master database for the sections of the proposal.  Then a week prior to the formal “kick-off” meeting, pass out these documents and have everyone come to the beginning meeting ready to discuss the proposal direction, win themes, and content.

In a very short time, you can move from the announcement of the proposal to a working prototype with all sections started and everyone discussing the overall structure and content of the proposal.  This is a far more effective method of proposal starting than storyboarding.  This voice-based data entry is a tremendous tool for “front-end loading” and “rapid prototyping” of a proposal to get the energy up quickly and fully and everyone engaged and participating.  One of the major problems with proposals is waiting too long to develop an initial prototype of the final document.  This is sometimes left until the end of the effort, the last step.  Far more powerful, is a front-loading by voice of all of the content that everyone already knows, getting it out where everyone can read it and evaluate it, and having an initial prototype in hand to force momentum and energy into the work.

Voice-based data entry systems are becoming a new industry, with companies seeking natural and intuitive ways to assist professional people gather and analyze “the voice of the customer.”  Speak in the information and get it done in minutes, right now, with energy and intellectual intensity rather than depend on the old, tired keyboard method that can take months because of avoidance behavior, procrastination, and dislike of the writing task.

‘TEAMS THINK’! Three Essentials for Quality Proposal Preparation

One of the most interesting productivity assertions in the psychology of project work is that “TEAMS THINK!” 

Quite apart from the individual thinking and individual intelligences of members of a team is the reality that among the members, as the work progresses, there forms a “mind,” a shared thinking reality that is “more than” and “better than” the work of any one individual team member.

This powerful idea of (1) the power of shared knowledge joins with two other fundamental forces or engines to propel the minds forward to vital and incisive innovative and creative TEAM THINKING in proposal writing – (2) front-end loading and (3) rapid prototyping.

(And remember, the key input tool to accelerate these forces among team members is continual voice-based data entry of accurate, current, and complete shared thinking to a common database to create virtuous cycles of double loop feedback.

First, take advantage of the power of team thinking – Sharing and collaborating enables shared cognition and shared mental models to develop quickly among proposal team members for faster, more intense, and more productive thinking than any one person could achieve by him/herself..  With an open system where everyone speaks his/her mind with highly divergent thinking, the team need not worry about what Janus calls “GroupThink” and its constant threat of too rapid a shift to convergent thinking and the shutting off of innovating and creative thinking.  Group Think is “…‘a deterioration of mental efficiency, reality testing, and moral judgment’ that results from in-group pressures.  Essentially, people within a group become so consumed with the group, maintaining group cohesiveness, and doing what is important for the group that they themselves lose their ability to think independently and make good, sound judgments.” 

“We have forgotten that when we bring ourselves together around a common purpose, ‘connected to one another, to a leader, and to an idea’, as Seth Godin puts it in Tribes, we each become capable of accomplishing more than no one can alone.  That’s not just because we have an infrastructure of support, but because every tribe creates lifeline relationships…. Such awareness comes from the mutual feedback we give each other – a process that forms the bedrock of lifeline relationships” (Ferrazi).

Because teams are “capable of accomplishing more than no one can alone,” joining in and willingly collaborating through each person speaking his or her mind openly is a crucial first force for good team thinking.

 

Second, jump on the power of front-end loading – The most enriching and fruitful moment in a project is at the absolute beginning, as early as possible in project time, when the team bursts or surges intellectual energy and thinking into the project.  Starting sooner, starting with utmost thinking power has an influence on thinking that is very noticeable and productive.

“This pattern of mounting energy and propulsion is what is often neglected in efforts to teach for higher-order thinking; such neglect fails to prepare thinkers to develop cognitive momentum….” (Lipman-Blumen, J and HJ Leavitt, Hot Groups, 1991, 68).

“…mounting energy and propulsion,” “develop[ing] cognitive momentum,” mean that loading intellectual energy at the very beginning opens a richly enabling space for powerful team thinking and starts “virtuous cycles” of ideas and feedback.

Third, and very important, take advantage of the power of rapid prototyping:  At the beginning of the proposal, direct or focus that surge of thinking to an object, a concrete embodiment of the final product.  As quickly as possible, to build a 1:1 rapid prototype of exactly what the end product might look like, what the specifications demand.  Prototypes are simple, risk free, full of errors, but highly revealing.

“Fail often to succeed sooner.  Early failures are not only desirable but also needed to eliminate unfavorable options quickly and build on the learning they generate.  The faster the experimentation-failure cycle, the more feedback can be gathered and incorporated into new rounds of testing” Thomke, Experimentation, 23, 230). (Thomke, Experimentation).

“The prototype is a compelling mechanism to aid convergence because it is a preliminary vision off an innovation embodied in some shape or form that can be shared.  It can be handled, viewed, experienced, or discussed…. Prototypes are invaluable communication tools because they provide a focus for discussion among people with different perspectives… to aid convergence.  Such prototyping activities provide so much information to the group that members can converge rapidly on the ultimate design” (Leonard, Swapp, 1999, When Sparks Fly, 96, 111-114, 117).

As a TEAM, look down to and create at the beginning a rapid prototype of the final proposal with all requirements met – as a thinking exercise with a concrete thinking tool.  Use it as your “story board” or “project kick off exercise” for the proposal.

And if we ignore these powerful drivers?  Sadly, the typical back-end, crisis [see Edwards Deming, Out of the Crisis] procedures when a team comes together to write a proposal delays action with a whole bunch of administrative stuff, fiddling around with storyboards or 99-step processes, holding meetings to discuss things, or, as is more often the case, just drifting along for a while, with everybody doing their technical work, letting time pass, procrastinating, and then, finally, when the time has run out and the crisis is upon the team, the thinking is vulnerable to all of the worst biases (Kahneman) and grasp, for instance, at the things most available (“availability bias”) whatever is most familiar (“familiarity bias”), whatever was used last time, (“historical bias”), or what the dominant ego in the room has already decided (“power/ego bias”).

All of this is avoided, using a voice-based data entry system and with strong team thinking, the surging of intellectual energy or front-loading at the beginning, and the immediate intellectual power that comes from rapid prototyping.

Prototyping Requires High Tolerance for Ambiguity

The beauty of prototyping is that it occurs very early in the thinking/designing/planning process. VERY EARLY! This are the wonderful moments in a project when things are open to discussion and when no major ego investments or offices politics are in play. Prototypes are very low risk, low cost, and high creative, which makes them so valuable in pushing for a solution.

However, this early thinking can be highly disruptive because it allows ALL thoughts to be expressed by ALL players – all in a rush! It encourages a massive dumping of perception, factual information, feeling, past experience good and bad, and many other very human expressions and thinking activities. Sometimes a person requires several attempts, with feedback from others, before the person fully understands what he/she is trying to say. There is a lot of “chaotic” and “miscellaneous” sorts of information being expressed and shared and collaborated.

In these moments of “messiness,” one of the most valuable traits all participants can bring to the activity is a very high tolerance for ambiguity, for contradiction, for “abrasive” challenges and highly creative deviations. In these times, everyone must be able to wait, to be patient, to keep adding to the “fire” of the creative and expansive thinking going on among the group players.

Everyone has to have the faith in the human mind that somewhere along the way the threads will begin to form into patterns and mosaics of meaning and that a defensible and correct answer or solution will form. The human mind likes convergence, seeks the moment when team members begin to say, “I’ve got it!” or “Ah ah, I see” or “Now it’s beginning to make sense.” If the team “fights” its way through chaos and ambiguity as it prototypes again and again, the team can know for a surety that, in time, a solution will form and become clear.

Never show fools unfinished work!

“Never show fools unfinished work!” Some people just can’t prototype; they can’t play with ideas.

When an organization uses rapid prototyping as a tool in its designing, creating, and innovating activities, one of the worst killers of the spirit of free and open thought is a detailer/authoritarian type person who cannot “play around with” ideas. For this person, things are either right or wrong. These anal types are bound strictly by rules and regulations, most of them held as moral imperatives. We say, “Hey, loosen up! Brainstorm and play around with us as we try to think this through.” But, the person responds, “You cannot have a 1 in an outline without a 2. Period!” We say, “Stop thinking about that right now? Come on, think with us about the whole design and concept of the new piece of equipment.” The person responds, “No. You can’t have a 1 without a 2. That’s the rule!”

For example, we were writing a proposal for a large aerospace company, and the team was prototyping what logistics must be considered. An editor from the home office had been sent to help on the team. The editor stopped the brainstorming and prototyping and demanded that everyone observe the difference in spelling between ‘principle’ and ‘principal’. We were all flabbergasted at the narrowness and the false morality of the issue. She killed the prototyping spirit, and it wasn’t until we demanded that she return to the home office and leave us alone that the fun and free and highly creative intellectual spirit returned.

If people cannot prototype, don’t ever let them be on a creative or innovative team where serious (and playful) intellectual work needs to get done.