You may have noticed that I’m often skeptical when talking about community management. Not because I don’t believe in it but because its importance and role are so impressive that it must not be led astray or neglected.
When talking about community management, internal and external, there are risks and constraints to take into consideration not [...]
Entries Tagged as 'Communities'
The community management bible is now online
March 8th, 2010 · View Comments · Communities, social computing
From community management to customer management
March 8th, 2010 · View Comments · Communities, social computing
I’d like to go back on this interesting article published in the January-February issue of the Harvard Business Review about the need to reinvent marketing.
The postulate is now well known. Companies have more tools to interact with customers than they ever had and customers want more than ever to tell businesses what they think about [...]
Tags: community management·customer management·customer manager·social crm
What place for communities in collaboration ?
March 2nd, 2010 · View Comments · Collaborative practices, Communities, Organization & Management, enterprise 2.0
The switch from a compartimentalized enterprise collaborating on a small perimeter to an enterprise that harnesses mass collaboration and leverages social networks and communties is much harder than many expected.
But is “transformation” a relevant word ?
First because collaboration has many differents levels and scopes that not exclusive but complementary. Enterprise 2.0 does not mean the [...]
Tags: change·change-management·collaboration·Communities·community management·enterprise 2.0·management
Social Networking for Business : a collaboration engineering guide in the 2.0 era
February 18th, 2010 · View Comments · Communities, Intranets & collaborative tools, Organization & Management, Social Networking, enterprise 2.0, social computing
If you read this blog it may be because the new approaches to collaboration and among them social networks interest you. You surely get their potential. You surely understand that deploying a tool, put passion and energy in your projet and pray is not the best way to make things work and achieve tangible results [...]
Tags: collaboration·Communities·enterprise 2.0·enterprise social networks·enterprise-social-software·rawn shah·social networks
The conversational enterprise : opportunity or dead end ?
February 16th, 2010 · View Comments · Communities, Organization & Management, enterprise 2.0
If we listen to what’s being said here and there, the future of business is conversation. A concept that’s not so easy to get for many organizations for two reasons :
• Intuitively, conversation makes think of chat…what means waste of time
• In the management ideology, there are those who talk and those who do. So, [...]
Tags: collaboration·Communities·conversations·enterprise 2.0·groups·interactions
Enterprise 2.0, collaboration and personal constraints
February 2nd, 2010 · View Comments · Communities, Social Networking, enterprise 2.0
Like it or not, the smallest unit of work is the individual task. People’s workday is made of achieving tasks, and even in the context of group or collaborative work. A group only delivers the sum of the tasks achieved by its members. That’s why coordination matters. We can even say that, how ironic, knowledge [...]
Tags: adoption·collaboration·culture·engagement·enterprise 2.0·groups·groupware·on the flow·participation·social networks·social routine
From Social Media to Social CRM : a recent experience with airlines
January 11th, 2010 · View Comments · Communication, Communities, Social Networking, social computing
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 [...]
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
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
So you love your customers…and you let others take care of them
November 23rd, 2009 · View Comments · Communities
Saying that customers are businesses’ most important assets is now a common view. First because their money make the business live, second because they are its best ambassadors when they’re happy with the delivered service.
Of course, an happy customer is a customer who’s delivered a service that meets his expectations. He also gives value to [...]
Tags: Communities·community management·community manager·customer relationship·customers·engagement·support
You can find the "original" french version of this blog here
