Most perception gaps I’ve encountered exist between the C team and the staff. It’s much rarer when a perception gap develops between the whole organization and the market, which seems to be the case with RIM.
Sure: it happens often that the organization thinks it’s perceived very positively by its customers when in fact they score very low on various surveys that actually ask the customers…but in most of these cases the perception gap is still there between the c-team and the staff, since most of the staff, especially the customer facing ones are highly aware of customer problems.
RIM’s an iconic organization in Canada with a mutual dedication and loyalty between the employees and the company which probably ranks way higher than the industry average; this is just an assumption I developed from having numerous conversations with RIM employees and employees of other companies.
I think the employees want to believe in the future, in management, and this is what blinds them. Recent reshuffling of responsibilities in marketing and consequent departures talk about a different picture at the helm… maybe the co-CEOs want to remain blind leaving no room for marketing guys who should be and want to be responsible for closing the perception gap between the company and the markets.
This way an avalanche is developing starting with marketing spreading over all the way to operations (the COO is on medical leave right now).
Operations is focused on product development and launches for now (rather unsuccessfully we must add) but without marketing, operations will be less and less aligned to the “world out there”… and make no mistake about it: appealing as it may seem, you can’t align the world to your operations…not long term anyways!
Message to the investors:
DON’T DEMAND HEADS (YET), DEMAND A CONCEPT!
Message to Jim and Mike: FIND SOMEBODY WHO HELPS YOU DEVELOP A CONCEPT!
And now a side note which should not be taken too seriously; it’s a cheap shot that I did for my own morning entertainment:
I looked at departing VP digital marketing & media (he’s going to Samsumg), Brian Wallance on linkedin ( http://linkd.in/lbhY1F ):
11 years at RIM; started at the good times although I don’t know in what role or capacity. So he probably wasn’t brought in to his role to bring perspective or thinking (the two is closely related).
he was the “social” guy who is supposed to know what people want…if he’s leaving as a result of his own decision, he may know something;
looked at his tweets, though (http://twitter.com/#!/bdwallace): pretty polite and boring stuff, nothing that resembles an opinion or a concept of any kind. Here’s an interesting one though from April 18 : “”Blah blah blah Brian, blah blah blah Brian” – what I am hearing on this conf call…”
Clicked on his “blog” link, I got twitter again…
And finally: looked at his picture: he has the same glasses as all marketing guys I have met in the past 10 years . The guy knows how to pose though
Draw your conclusions.