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Member Case Study: New Belgium Brewing Company

Member Case Study: New Belgium Brewing Company. Phil Benstein, Jessica Langley, Quinn Hess. Summit 2010 . Our Premier Sponsors. Agenda Introduction The Big Disconnect Enterprise 2.0 -Buzzword or Business value? Putting It All Together- User Driven Innovation. 3 Tier Distribution Model.

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Member Case Study: New Belgium Brewing Company

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  1. Member Case Study: New Belgium Brewing Company Phil Benstein, Jessica Langley, Quinn Hess Summit 2010 Our Premier Sponsors

  2. Agenda • Introduction • The Big Disconnect • Enterprise 2.0 -Buzzword or Business value? • Putting It All Together- User Driven Innovation

  3. 3 Tier Distribution Model

  4. The Big Disconnect?

  5. Who Speaks for the User? • Project Sponsor • Business Analyst • Project Manager • Business Analyst- Consultant • Project Manager Consultant • Architect-Consultant • Developer(s)-Consultant

  6. Unintended Consequences Strategy Technology Culture

  7. Enterprise 2.0 Applied to CRM Implemenation

  8. What is Enterprise 2.0? Web based technologies that provide rapid agile communication, information sharing and integration in a extended enterprise.

  9. The Evolution of Collaboration and Communication Toolsets

  10. Users as Co-Developers "Users must be treated as co-developers, in a reflection of open source development practices. The open source dictum, 'release early and release often', in fact has morphed into an even more radical position, 'the perpetual beta.(1)

  11. Other Considerations “Real time monitoring of user behavior to see just which new features are used, and how they are used,” (1) Weekly project meeting facilitation, iteration releases, training presentations conducted by users Traditional project manager role changes 1 on 1 check-ins with user Live Meetings and in-person meetings User group increases with each iteration

  12. Notes and Bolts of Supporting Technologies • MOSS 2007 -2010 • MOC R2 • Live Meeting • MindJet • Camtesia • CRM 4 -2011 • Bing Maps • SSRS 2008 R2

  13. References • O'Reilly, Tim (2005-09-30). "What Is Web 2.0". http://www.oreillynet.com/pub/a/oreilly/tim/news/2005/09/30/what-is-web-20.html?page=4. Retrieved July 7, 2009.  • ^ Morris, James H. (Wednesday, August 30, 2006). "Software Product Management and the Endless Beta". Carnegie Mellon University. http://jimmorris.blogspot.com/2006_08_01_jimmorris_archive.html. Retrieved July 7, 2009. • Franke, N., von Hippel, E., & Schreier, M. (2006). Finding Commercially Attractive User Innovations: A Test of Lead-User Theory. Journal of Product Innovation Management, 23(4), 301-315. doi: 10.1111/j.1540-5885.2006.00203.x (PDF) • DeGrace, Peter; Stahl, Leslie Hulet (1990-10-01). Wicked problems, righteous solutions. Prentice Hall. ISBN978-0-135-90126-7.

  14. Member Case Study: New Belgium Brewery Wrap-Up • Thanks for joining us! • Fill out session evaluations (CRMUG.com) • Submit your Town Hall questions • Connect at: • The Connections Café • On Twitter (#CRMUG) • On the Live Blog (CRMUG.com)

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