ROWE- Results Oriented Work Environment
I've been recently reading Drive, by Daniel Pink, about some newer theories on organizational behavior and ROWE is really resonating with me. It's also really interesting to think about how this affects some of the existing carrot and stick approaches to incenting employee behavior and how that relates to CRM user adoption.
The simple premise is that human beings work because they like the challenge of it. Why do we like puzzles? Why else would anyone spend hours trying to solve a RUBIK cube? How could Wikipedia replace Encarta? Because we find these challenges fun. Of course we work for money, because we have bills to pay and we probably wouldn't work for free because the things we want cost money. But beyond that, the idea behind Drive and the ROWE theory is that we work because we like to solve problems and the reward is the satisfaction of finding a solution, not the money. If you think about CRM in this context, CRM is a tool these contributors use to help them understand trends and discover solutions for the customers and the company.
Companies like Google and Best Buy are embracing this theory and doing things like eliminating work hours and vacations. You are accountable for your responsibilities and for completing them whenever and however you chose to. You take vacation when you want to and are accountable to your team and customers, not to HR. They are experiencing surprising increases in productivity and most especially creativity. They are also experiencing extremely low attrition because they are providing an environment that today's most desirable workers crave- encouragement to solve problems by removing the boundaries that often fence in creative and driven workers. Google has a practice of '20% time'. One day a week, workers are required to spend time on solving any problem or creating any solution they want…. As long as it is not their regular job. '20% time' has created such solutions as Gmail, Google Sky and Google translations.
I challenge you to think about the value of CRM to your company as a tool to encourage ROWE and changes that you can implement to remove boundaries to encourage more creative problem solving!