In the past months @InnovaInstitute we have been working on exploring how Social Media has disrupted the classic CRM strategy of all types of organizations.
The introduction and progressive adoption of Social Media is fostering social and economic changes at a pace that most organizations struggle to react, and only a few can take a leadership role in this new arena.
It has been said that in this new context, that some call "social business", the organizations need to nurture a new array of capabilities. What we have seen in this last months is that the idea of "Open Service Innovation" by Chesbrough provides a good framework to get started, it proposes that instead of thinking with th...