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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out BeagleResearch.com, and AgeSustainability.com

4 responses to “The CEO is the Decider”

  1. Bob Warfield

    Interesting post, and perhaps at least tangentially related to the kerfluffle over whether E2.0 can change culture that Dennis H. and I are having vs Andrew McAfee.

    RE the CEO, I would not be so fast to rush to judgement that they are not social because they don’t participate much in outwardly facing Social Media like Twitter. Many are Holy Terrors with E-mail, and there’s no reason they wouldn’t be just as active on an internal Social Platform. You mention Chatter, for example. Is Benioff busy on Chatter? I wonder.

    We do see Steve Jobs participating to an extent in the Social world. At least there are Jobs sightings that indicate he is communicating with Customers at Large, though not necessarily via Social channels. Still, I am not one to believe you must only use proscribed Grade A Social Software to be considered Social.

    The CEO is certainly Decider. But before he can be that, he is Information Gatherer, and after he has been Decider, he is Persuader. Any CEO who only focuses on the mantle of Decider without the other two has some challenges. Those two roles are ideally suited to Social.

    Perhaps there is hope after all.

    Cheers,

    BW

  2. Denis Pombriant

    Bob,

    Nice analysis. I like your positioning of the persuader and agree. Right now, the job of information gatherer is giving everyone fits and that’s certainly true for CEOs. That’s the thing that’s needed right now and how to get it done is going to spark another front office revolution, I think.

    Denis

  3. rick wemmers

    Twitter, Facebook etc….yes we called it public relations and have some pretty darn good professionals working there. Can anyone calculte the cost of a CEO to Tweet? Absurd! What the heck are the rest of the staff doing to earn their keep. Rubbish.

  4. rick wemmers

    Twitter, Facebook etc….yes we called it public relations and have some pretty darn good professionals working there. Can anyone calculte the cost of a CEO to Tweet? Absurd!