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 'community management'
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
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
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
Enteprise 2.0 : what to expect in 2010 ? The year of “uncrokment”.
December 15th, 2009 · View Comments · enterprise 2.0
A quick look at my predictions for 2009 makes me say that I was not so far from truth even if it took time for things to shift. In my opinion, the tipping point between 2008 and 2009 was the Enterprise 2.0 conference in Boston and things accelerated at the San Francisco Conference and then [...]
Tags: activity-specific social software·bpm·bpm 2.0·business process·community management·enterprise 2.0·enterprise-social-software·implementiation·management·on the flow·over the flow·processes·social-software·socio-collaborative management·workflows
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
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
Sometimes you need a community manager. Sometimes a manager is enough…
September 22nd, 2009 · View Comments · Communities, Organization & Management, Social Networking, enterprise 2.0, social computing
Among the the fundamental and trendy issues about enterprise 2.0, it’s impossible not to mention this one : what does making a community work and live takes ? According to many enterprises, that’s what make their “enterprise 2.0″ projects succeed or fail. As short and simple it is, this question brings two strategic issues about [...]
Tags: animation·Communities·community management·community managers·enterprise 2.0·goal·management·purpose
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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