Agreed! Enterprises that can effectively "learn" from their interactions with customers via Social Media must then apply that learning to how they manage these relationships. I would suggest these are critical "Corporate Behaviors" that must accompany the use of social media. The resulting Customer Insight must inform Customer Strategy, and this Strategy must guide Customer Interactions, which should yield further Customer Insight. And so it goes...

This is a wonderful articulation of why passionate creatives might struggle within the more traditional organizations "We are profoundly frustrated by the daily obstacles that we encounter at every turn. We see all the possibilities, but experience firsthand the barriers that keep these possibilities far out on the horizon rather than within our grasp. {snip} We quickly learn that our passions are viewed as deeply subversive, rather than as treasured assets." Who will support Passionate Creatives with the transformation of their institutions? For some (including myself) the struggle is overwhelming, so I will leave in search of a more receptive organization. Are there other organizations like Buckman (http://www.buckman.com/) that have managed to create value for the company and their customers by nurturing innovation and collaboration?