Printable versionA realization:
In a diverse, highly connected, rapidly evolving, customercentric and knowledge-driven world, our current management practices and organizational structures are not effective in serving our customers.
The need:
We need to understand the R in CRM: The value created in the relationship is what drives loyalty. Companies need models (principles and practices) that enable and encourage diverse groups of people each with a shared sense of purpose to engage in new, effective ways of working together.
A paradox:
Customers value relationships over efficiency, yet service and support organizations are driven by efficiency.
A solution:
Betty is about integrating and aligning:
- Chaos with natural patterns
- The whole experience with the whole person
- Personal and public
- Feminine and masculine traits/perspectives
- Collective purpose with the individual’s purpose
Betty is:
- Context sensitive
- Self-regulating -Control is inherent in the system
- Self-organizing, connections occur when they are relevant
- Self-optimizing, balance between efficiency and relationship
- Dynamic,pursuit of a steady state is futile
A vision:
A dynamic, fractal system made up of holistic and scaleable relationships that perppetually and dynamically adapt to the unimaginable changes in the environment. It is continuously tuned. It is in true alignment with the customer: the customer's context is the organizing force for this system. The organization described by this model focuses on creating products which are ready and able to perform a function within a particular customer business context.