“
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.

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.
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.
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.
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.
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.
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.
