call center Archives - Bertrand Duperrin's Notepad

Social CRM is not about media but a new approach to customer relationship

February 21, 2011 by Bertrand DUPERRIN 23 Comments

Summary : everyone has an idea, even a rough one, of where social CRM is taking us but no one exactly knows what will be the levers. A common mistake is to keep on managing customers the old way, as a passive target whose only function is to buy in a system where value is [...]

Filed Under: Customer Relationship & Marketing, Management & HR Tagged With: call center, client, Communication, Communities, crm, crowdsourcing, customer relationship, Customer Relationship & Marketing, customer service, customer support, employer brand, facebook, open innovation, sales, social commerce, social marketing, social media, stakeholders, twitter

Is Facebook the future of call-centers ? The Air France KLM Switzerland case

November 8, 2010 by Bertrand DUPERRIN 2 Comments

Summary : Facebook is usually considered as a communication and marketing tool. But it’s becoming more and more obvious that it’s becoming a customer relationship tool what has an important impact on the design of the community management system and the role of the community manager that’s becoming the central point of a service and [...]

Filed Under: Customer Relationship & Marketing, Management & HR Tagged With: air france klm, air-france, airlines, alain pezzoni, call center, Communication, Communities, community management, community manager, crisis, crisis communication, crm, Customer Relationship & Marketing, customer service, customers, facebook, social media, twitter