Presentatie Paul Iske op Event Kennisnetwerk HRM 2012

1. HRM and Paradigm Shifts
From Customer-Relationship Management to Customer-Managed Relationships!
Prof. dr. Paul Louis Iske
University Maastricht
Chief Dialogues Officer, ABN AMRO

2. The world is getting more and more complex
This asks for Agility
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3. Our beliefs …
“We have no problem , with Agility!”
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De Horst, November 2
nd 2012 3

4. Agile or Trapped in Patterns?
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5. Innovation
Innovation is the process in which value
is created by the application of knowledge
in areas where this didn’t happen before.
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6. key value customer
activities proposition relationships
key customer
partners segments
cost revenue
structure key streams
resources
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images by JAM

7. • Client = Employee  Co-creation (Key Resources, Channels)
• Competitor = Colleague  Open Innovation
• Stranger = Strategic Partner  Combinatoric Innovation
• Crisis = Opportunity  Restructuring
• Succes = Danger  Disruptive Innovation
• Change = Fun  Fashion
• Knowledge = Commodity  Rising Knowledge Economies
• Valuable = Free  Free Content (Revenu Streams)
• Client = Account Manager  Qiy (Customer Relationships)
• Authority = Powerless  Publishers (Knowledge Resources)
• Best Practices = Worst Practices  Land Lines
• Money & Sustainability = Good pair  Green Energy
• IP = Outdated  Open Source
• Diversity = Asset  Ideo
• Certainties = Fake  Portfolio Management
• Risk = Attractive  Insurances
• Poor = Rich  Bottom of Pyramid (Customer Segment, Cost Structure)
• Small = Big  Crowfunding (Cost Structure)
• Play = Serious  LEGO Serious Play (Customer Segment)
• Failure = Blessing  Brilliant Failures
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9. Who owns Who?
CRM: Customer Relationship Management
OR
CMR: Customer Managed Relationship ?
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10. A well-known formula
NT + OO = EOO
New Technology
Old Organisation
------------------------------- +
Expensive Old Organization
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11. Are we in Dialogue with the customer?
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12. Loyalty vs. satisfaction
Ambassadors
Terrorists
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13. Ambassadors identify themselves
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14. 9 PRINCIPLES FOR ENTHUSIASM (B. Mager)
• Relief: unexpected help, getting rid of tasks, getting rid of
responsibilities, decision support, saving time
• Flexibility: spontaneous reaction, adaptiveness, differing from
standards, caring for individual needs
• Prudence: thinking outside the box, being one step ahead,
consideration of circumstances
• Generosity: excess, lavish, more than the necessary
• Authenticity: sincerity, honesty, transparency, confidence
• Belonging: interaction, synergistic effect, being a part, feeling
supported
• Exclusiveness: rareness, limitation, luxury
• Success: pride, reached aims, affirmation
• Completion: beauty, virtuosity, perfection, ‘the divine’
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15. Loyalty: Sense of belonging
If they use it,
we build
it will will use it ! !
they build itself
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16. HRM Meets Customer
Creativity
Sustaimability
Customer Focus
Outward Lookng
Size
Clear Mission
De Horst, November 2nd, 2012 Networking
Diversity
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17. Creativity, Networking are Spontaneous
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18. An Environment consists of 4 spaces
Social space
Virtual space
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Process space Physical space

19. Environments for Agility (C. Leadbeater)
1. Diversity
2. Selection
3. Perpetuation
4. Co-evolution
5. Unlearning
6. Disruption
7. Simplicity
8. Spare capacity
9. Timing
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20. Creativity
Being multiparadigmatic:
flexibly moving between,
combining and integrating
diverse ideas, perspectives,
intelligences and paradigms
PO
=
Provocative Operation
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21. Increasing the Creativity Score
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22. Perspectives
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23. Combinatoric Innovation
Combinatoric Innovation is the process
of discovering new ways of value
creation by combining and applying
previously disconnected intellectual
capital from two or more sources.
Community of Serendipity
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24. “If we knew what we are doing,
we wouldn’t call it innovation”
Serendipity as key process
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29. DIALOGUES HOUSE
Home for Innovation, Entrepreneurship,
Sustainability and Collaboration
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32. CONCLUSIONS
• CREATE THE RIGHT, OPEN ENVIRONMENT FOR AGILITY
• SERENDIPITY IS A CRUCIAL BUSINESS PROCESS
• INNOVATION BY COMBINATION OPENS NEW POSSIBILITIES
• THIS REQUIRES TRUST, MORE THAN CONTROL !
• FAILURE IS AN OPTION!
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