Hi Oliver,
To continue your restaurant analogy - when you run a restaurant your objective is to have customers come and eat there. It's all about the meeting customer needs so that they come, have a great dining experience (I suggest you follow @GrahamHill, @wimrampen concerning customer jobs and desired outcomes) that they will subsequently share with others through word of mouth so that their friends and friends of friends will come to eat as well.
imho E2.0 and sCRM are means to an end, which is to become customer-centric, facilitating ecosystem collaboration to understand and work towards meeting the customer desired outcomes.
E2.0 and sCRM are the trees that hides the forest. The tools are just enablers to get to customer engagement.
Do you agree with this point of view?
Cheers,
Mark
@MarkTamis (#scrm)
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