Ny IT - affärsutveckling, organisation och ledning

Presentation by Anders Lundkvist, anders.lundkvist@bat.se

IFL, Kämpasten, 25 september 2000

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This presentation was based on my research and practial work with Customer Conversation and Online Support Systems.
In the developement of my doctoral thesis I welcome any feedback, suggestions or comments.
Let's have an online conversation. Send an email!

Check out:

Prof Bo Hedberg's homepage at School of Business http://www.fek.su.se/home/boh
Richard Gatarski's homepage http://www.fek.su.se/home/rgi
Interactive Media face Artificial Consumers (1998) by Gatarski & Lundkvist. Published in The Journal of Marketing Communications.
Det interaktiva företaget (1998). Wikström, Lundkvist, Beckérus.

	New ways of living demands new solutions: Check out Streamline: http://www.streamline.com I demonstrated the Cyber Pen, used by the ISO in Denmark. Post PC – new infrastructure Modem to broadband. TV, telephone and Internet, HiFI, fridges, cars. Bosch, Miele Abonnera, Microsoft Ericsson - Electrolux Cisco – Philips Whirlpool GM's car computer network OnStar Tiger Electronics Furby Barcode scanner from Connectthings
	Examples of modern organizing in creating value Apache http://www.apache.org/ Linux http://www.uk.linux.org/diary/ In these examples it is evident that users and customers are acting as contributers and co-producers.
	Customer-to-Customer Communication I gave an overview of different ways customers are able to position themselves in respect to products and companies. And they are all important to modern companies. Love sites Complaint sites Hate sites The lesson learned is that if you can't take care of your own communication act, there are plenty of others do it for you.
	Love sites In 1993, I interviewed the marketing departements of Swedish car companies. None had ever heard about the opportunity of car owners using electronic media to exchange ideas and solutions. But, from SAAB in the US, I learned the story of Scott Paterson, a true SAAB fan. Edsel might have been a giant market failure, nevertheless fans around the world have created their own community from a shared interest in these cars. SAAB Network http://www.saabnet.com/ Edsel Owners Club http://home.ici.net/customers/edsel/home.htm
	Complaint sites I used these examples to emphazise how important it is for companies to relate and position themselves in respect to their customers. If the company itself does not act, there will be others creating a complaint site for the company. Untied Airlines http://www.untied.com/ Complain http://www.complain.com M c S P O T L I G H T http://www.mcspotlight.org/ On Line Complaints Department http://www.bitchaboutit.com/ Hate sites Chase Manhattan Bank http://www.chasemanhattansucks.com/ Wal-Mart http://www.walmartsucks.com Kampanjen Telia Suger http://www.geocities.com/Colosseum/Field/3783/telia.htm
	Why do people share experiences and solutions? Peter Kollock has written an excellent article describing the gift economy and public goods. Read more in "The Economies of Online Cooperation: Gifts and Public Goods in Cyberspace". http://www.sscnet.ucla.edu/soc/faculty/kollock/ papers/economies.htm
	Artifical Interfaces in Online Support Systems I gave a short overview on different applications that is used to automate customer support and other functions. Broadvision http://www.broadvision.com Servicesoft http://www.servicesoft.com Neuromedia http://www.neuromedia.com enter "microsoft agent" as your first question
	Could an artificial seller be more "human" than a human seller?
	Examples on conversation techniques in human to computer communication. The case of Neal Elzenga. Netsage http://www.netsage.com Portico http://www.genmagic.com/ Emergent Design http://www.emergent-design.com See BotSpot for more examples of bots.
	My contribution The real opportunity provided by online media, is the enhanced communication not only with specific customers, but to the networks of customers, clients and contributors. It is by engaging these customer networks in a development of ideas and products, that companies will be able to thrive in the Beta Economy. This is where on-line conversations and communities of clients are drivers of product development in modern companies!
Contact: Anders Lundkvist BAT - Business Art Technology AB Lästmakargatan 3, 111 44 Stockholm, Sweden URL: http://www.bat.se email: anders.lundkvist@bat.se phone: +46 (0)70 723 53 90	Anders Lundkvist School of Business Stockholm University S-106 91 Stockholm http://www.fek.su.se