1. The connection needs to go both ways. A business ecosystem forms when communication builds between a customer and a company – including the operative elements behind the scenes. Collecting customer input is only one side of the balance; a truely effective solution echoing the business ecosystem model requires going in the other direction as well, automatically pushing important responses back to the customer as quickly as possible and without a human link when it isn't necessary (for example, status updates on an order).
2. Navigating the sprawl of information. Creating hundreds of communities, one for each project and one for each collection of documents is extremely hard to maintain an overview of. Sure, employees will remember the projects that they work on a daily basis, but not projects which they only occasionally use. The search box isn't necessarily reliable – even with search, it is easy to miss something important or relevant. There needs to be a better way for users to categorize information in a way that fits their working style – sort of the way Google+ circles allow a multitude of different usage patterns.
3. Analysing qualitative information. What does all that social information mean? What emerging trends can we recognize from the quantitative data? When I recall correctly, there is some hidden tagcloud option that may help to identify the biggest trends across all projects, but this does not go down to the level of individual requests. Analysis at both scales could be very valuable.
I also believe that it isn't just CRM that needs to be connected to daily enterprise operations. The same goes for any other business subsystem, be it accounting, supply chain, tracking, or support. And as the systems continue to merge, we are going to see the business ecosystem become considerably more effective, efficient, and connected.
Reshared post from +Stefan Pfeiffer
Social Selling mit SugarCRM und IBM Connections