In the last monts I participated in a program to outline a Front Line Architecture.
An awesome exercise.
More and more, I am convinced that not data but the connections between those data are the most relevant for customer operations. How to connect, how to frame them is the management issue 2011. Even more important, is starting to assess the strength or weakness of connections and the dynamics within the network (data hubs and connections).
Found slides are from Jacob Morgan, posted November 2010
Found at The Many Faces of Social CRM.
Read Jacob Morgan’s post http://www.jmorganmarketing.com/the-many-faces-of-social-crm/