Welcome to Café CRM Where Conversation Is Served Manti Grobler

Abstract

Theatre-style seating and never-ending PowerPoint presentations followed by a predictable sequence of topics and unresponsive question and answer sessions seem to have become the norm of user group sessions. These sessions are frequently characterised by monologues and often lack audience involvement and discussion.

The concepts of the knowledge café are found in everyday life. How often do we find ourselves around a table with friends who are experts on the topic being discussed, the conversation vibrating with everyone’s opinion and ideas? This excitement and passion should be possible for business meetings too.

In contrast to the usual format of one-sided communication sessions that came to characterise user groups sessions, knowledge cafés introduce an interactive approach to involve the user group members in the process of creating and sharing knowledge; and having conversations with a clear purpose.

This paper documents the journey of the author from discovery of the café method to the successful application in Café CRM and shares the lessons learned.

Author

Manti Grobler

Paper

This paper documents the journey of the author from the discovery of the Knowledge Café method to its successful application in Café CRM and shares the lessons learned.

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