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Customer relationship management (CRM) is one of many different approaches that allow a company to manage and analyse its own interactions with its past, current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.
PARC is a research and development company in Palo Alto, California. Formed in 1969, the company was originally a subsidiary of Xerox, and was tasked with creating computer technology-related products and hardware systems.
A business model describes the rationale of how an organization creates, delivers, and captures value, in economic, social, cultural or other contexts. The process of business model construction and modification is also called business model innovation and forms a part of business strategy.
Sales are activities related to selling or the number of goods sold in a given targeted time period. The delivery of a service for a cost is also considered a sale.
The theory of structuration is a social theory of the creation and reproduction of social systems that is based in the analysis of both structure and agents, without giving primacy to either. Further, in structuration theory, neither micro- nor macro-focused analysis alone is sufficient. The theory was proposed by sociologist Anthony Giddens, most significantly in The Constitution of Society, which examines phenomenology, hermeneutics, and social practices at the inseparable intersection of structures and agents. Its proponents have adopted and expanded this balanced position. Though the theory has received much criticism, it remains a pillar of contemporary sociological theory.
Knowledge workers are workers whose main capital is knowledge. Examples include programmers, physicians, pharmacists, architects, engineers, scientists, design thinkers, public accountants, lawyers, and academics, and any other white-collar workers, whose line of work requires one to "think for a living".
Situated cognition is a theory that posits that knowing is inseparable from doing by arguing that all knowledge is situated in activity bound to social, cultural and physical contexts.
Starting in the early 1990s, James F. Moore originated the strategic planning concept of a business ecosystem, now widely adopted in the high tech community. The basic definition comes from Moore's book, The Death of Competition: Leadership and Strategy in the Age of Business Ecosystems.
Conway's law is an adage stating that organizations design systems that mirror their own communication structure. It is named after computer programmer Melvin Conway, who introduced the idea in 1967. His original wording was:
Any organization that designs a system will produce a design whose structure is a copy of the organization's communication structure.
Peer production is a way of producing goods and services that relies on self-organizing communities of individuals. In such communities, the labor of many people is coordinated towards a shared outcome.
Thomas W. Malone is an American organizational theorist, management consultant, and the Patrick J. McGovern Professor of Management at the MIT Sloan School of Management.
Network of practice is a concept originated by John Seely Brown and Paul Duguid. This concept, related to the work on communities of practice by Jean Lave and Etienne Wenger, refers to the overall set of various types of informal, emergent social networks that facilitate information exchange between individuals with practice-related goals. In other words, networks of practice range from communities of practice where learning occurs to electronic networks of practice.
John Seely Brown, also known as "JSB", is a researcher who specializes in organizational studies with a particular bend towards the organizational implications of computer-supported activities.
Design thinking refers to the cognitive, strategic and practical processes by which design concepts are developed. Many of the key concepts and aspects of design thinking have been identified through studies, across different design domains, of design cognition and design activity in both laboratory and natural contexts.
Paul Dourish is a computer scientist best known for his work and research at the intersection of computer science and social science. Born in Scotland, he is a professor of Informatics at the University of California, Irvine, where he joined the faculty in 2000. He is a Fellow of the ACM, and winner of the CSCW 2016 "Lasting Impact" award. Dourish has published three books and over 100 scientific articles, and holds 19 US patents.
A community of practice (CoP) is a group of people who "share a concern or a passion for something they do and learn how to do it better as they interact regularly". The concept was first proposed by cognitive anthropologist Jean Lave and educational theorist Etienne Wenger in their 1991 book Situated Learning. Wenger then significantly expanded on the concept in his 1998 book Communities of Practice.
Ekaterini Panagiotou Sycara is Edward Fredkin Research Professor of Robotics in the Robotics Institute, School of Computer Science at Carnegie Mellon University internationally known for her research in artificial intelligence, particularly in the fields of negotiation, autonomous agents and multi-agent systems. She directs the Advanced Agent-Robotics Technology Lab at Robotics Institute, Carnegie Mellon University. She also serves as academic advisor for PhD students at both Robotics Institute and Tepper School of Business.
Robert Butler "Bob" Wilson, Jr. is an American economist and the Adams Distinguished Professor of Management, Emeritus at Stanford University. He is known for his contributions to management science and business economics. His doctoral thesis introduced sequential quadratic programming, which became a leading iterative method for nonlinear programming. With other mathematical economists at the Stanford Business School, he helped to reformulate the economics of industrial organization and organization theory using non-cooperative game theory. His research on nonlinear pricing has influenced policies for large firms, particularly in the energy industry, especially electricity.
Assemblage refers to a text "built primarily and explicitly from existing texts to solve a writing or communication problem in a new context". The concept was first proposed by Johndan Johnson-Eilola and Stuart Selber in the journal Computers & Composition in 2007. The notion of assemblages builds on remix and remix practices, which blur distinctions between invented and borrowed work. This idea predates modernism, with the quote by Edgar Allan Poe, "There is no greater mistake than the supposition that a true originality is a mere matter of impulse or inspiration. To originate, is carefully, patiently, and understandingly to combine."
An enterprise social graph is a representation of the extended social network of a business, encompassing relationships among its employees, vendors, partners, customers, and the public. With the advent of Web 2.0 and Enterprise 2.0 technologies a company can monitor and act on these relationships in real-time. Given the number of relationships and the volume of associated data, algorithmic approaches are used to focus attention on changes that are deemed relevant.
References
- Seely Brown, John; Duguid, Paul (2000). The Social Life of Information. Harvard Business School Press.