I already wrote many posts about social CRM on this blog and I recently had the (unfortunate ?) opportunity to add a real life experience to my thoughts. Those who’d prefer to pass over the narative of a long story may directly go to the bottom of the page to read the conclusion.
The situation
A simple [...]
Entries Tagged as 'Communication'
From Social Media to Social CRM : a recent experience with airlines
January 11th, 2010 · View Comments · Communication, Communities, Social Networking, social computing
Tags: air-france·airlines·clients·Communication·Communities·community management·crisis management·customer relationship·customers·e-reputation·eurostar·KLM·management·microblogging·social computing·social crm·social media·twitter·value chain 2.0
A central corporate department is in charge of your enterprise 2.0 project ? Some traps to avoid
January 5th, 2010 · View Comments · Communication, HR & Management 2.0, Social Networking, enterprise 2.0, social computing
An enteprise 2.0 project (or whatever the name it’s given) can be carried by many different kind of people or departments. A dedicated joint team (what is ly prefered choice), HR dept, Communication Dept, IT dept… This is something that has to be thought about upstream but in many cases someone takes the leadership and [...]
Tags: adoptionB2E·Communication·community management·hr depts·internal-communication·management·management 2.0·socio-collaborative management
Will you know how to export your conversations and focus on transactions ?
December 7th, 2009 · View Comments · Communication, HR & Management 2.0, Social Networking, recruitment
The world of communication and marketing is worried because of the consecration of digital medias, an highbrow word used to talk about the web by people who are suddently feeling out of date.
For many people, the revolution brought by the web is the so-called new “power” that’s in internauts’ hands. According to me this power, [...]
Tags: attention·Communication·conversations·exchanges·Human resources·marketing·recruitment·social networks·transactions
How to understand and position enteprise 2.0 in the real enterprise
December 1st, 2009 · View Comments · Communication, Communities, HR & Management 2.0, Organization & Management, Social Networking, enterprise 2.0, social computing
It’s time to sum up all the thoughts I had these last months. I tried to start from both the concerns expressed by C level managers asking for a global vision and ground managers who needed a “hands on” vision because they don’t have time to waste to try to understand such nebulous things. Having [...]
Tags: adoption·attention·business process·Communities·community management·crowdsourcing·customers·enterprise 2.0·human-capital·implementation·information capital·informational capital·internal-communication·management·management 2.0·marketing·process·social management·socio-collaborative management·support
7 web 2.0 words to use cautiously with real managers
November 25th, 2009 · View Comments · Communication, Communities, Recommended Bookmarks, Social Networking, enterprise 2.0, social computing
Even if enterprise 2.0 has its source in web 2.0, everybody now recognize that what we can see and use on the web needs to be tidied up to enter the workplace. One of the stumbling blocks can be found in language : sometimes even if two people agree on the content, the form can [...]
Tags: 2.0·Communication·Communities·contents·enterprise 2.0·marketing·social·usages·web 2.0
Community management Vs Socio-Collaborative management : how to make the right choice
November 17th, 2009 · View Comments · Communication, Communities, HR & Management 2.0, Organization & Management, Social Networking, social computing
I already wrote how dangerous it was to use community management for every kind of purpose, and that instead of seing communities everywhere (which need community managers), enterprises have to learn to recognize groups who only need a “simple” manager who’s doing his job right.
Using social platforms in the context of teamwork has a purpose [...]
Tags: Communication·Communities·enterprise 2.0·management·management 2.0·social management·social medi·social-software·socio-collaborative management
Social CRM and lead generation : headaches ahead !
November 2nd, 2009 · View Comments · Communication, Organization & Management
Objectively, to my mind, Social CRM is the first concrete and operational formalization of the wider enterprise 2.0 concept. But it won’t go without bringing many questionings for marketing people as well as possible disputes.
One of the social CRM principles is to create attention, then relationship in order to “pull” the business. It’s not about [...]
A socialnomics Manifesto
October 12th, 2009 · View Comments · Communication, Ideas & innovation management, Organization & Management, Social Networking, social computing
I rencently mentioned the word “socialnomics“. Whatt’s the interest ? In an interconnected world (not only by the net…a world were everything can impact everything, it’s essential to understand the context to define the systems (enterprise, project, organization, management) we have to implement. So let’s try to summarize things.
- the world is full of stakeholders. [...]
Tags: Innovation·management·marketing·social crm·socialization·socialnomics·stakeholders·strategy·value·value chain·value creation
With Social CRM, enterprise 2.0 goes out of the black box and marketing gains importance
October 5th, 2009 · View Comments · Communication, Organization & Management, Social Networking, enterprise 2.0, social computing
Many things have been told and invented in the 2.0 field since the word was coined in the internet world and become trendy in the business world. With more or less success. Sometimes it was great step in conceiving new models for operations, sometimes if was only a smoke cloud aiming at making people forget [...]
Tags: alignment·enterprise 2.0·Innovation·marketing·social crm·value chain 2.0
Will you have to throw your marketing outside of the window ?
August 17th, 2009 · View Comments · Communication, Ideas & innovation management, Social Networking, social computing
McKinsey recently issued a report entitled Managing beyond web 2.0 which is about constraints businesses are meeting in a connected world. Those who relied on the title to pounce on it may have been very disappointed since it’s more about the realtionships between businesses and their ecosystems than about internal management issues. But that’s not [...]
Tags: community management·crowdsourcing·ideagoras·Innovation·LEAD·marketing·mckinsey·pull·push·socialization·value chain·value chain 2.0·web 2.0·web 3.0
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