Summary : with his new books, Gary Hamel sets down the cornerstones of the enterprise of tomorrow. Social, connected ? Hamel avoids the usual clichés and put things in a more traditional perspective that could be understood by any leader and not only those who once had a vision by looking at facebook a morning. [...]
While Businesses try to improve resilience, what about customers ?
May 7, 2012 by Leave a Comment
Summary : with constantly moving markets and fickle demanding customers, organizations should improve their resilience. But customer relationship is a dance that needs two partners to be danced : how is it possible to start a constructive relationship with, on the one side, businesses that try to improve their adaptability and, on the other side, [...]
What challenges for HR in 2012 ?
November 17, 2011 by 1 Comment
Summary : At the dawn of a year that’s expected to be rather difficult, businesses face conflictual choices. On the one hand there are the traditional formula to get prepared for the impact, on the other hand there’s the feeling that anticipating the shock won’t be enough and preparing to get beyond may be a [...]
Your community manager should be a professional. But in which field ?
September 12, 2011 by 1 Comment
Summary :with a profile that’s still hard to define, community managers look like rare birds. The only certainty is that they should be true professionals. But in which field ? Knowing social environments, the way they work and their rules seem to be a prerequisite. But, having a closer took to what people really expect [...]
Is Facebook the future of call-centers ? The Air France KLM Switzerland case
November 8, 2010 by 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 [...]
Community management and processes by the example
July 12, 2010 by 2 Comments
Some weeks ago I promised to illustrate my “community management and processus” post with a fictitious but credible example. So, here it comes… Jack and John are community managers (or, at least, in charge on figuring things out on social media on behalf of their employer). Both are working for an airline (what was a [...]
Moving toward business models of a new kind : the example of “Danone Supporting Life”
May 7, 2009 by Leave a Comment
Even in downturns, human capital has to be protected
February 19, 2009 by Leave a Comment
Because they didn’t have the time (or the will) to make the structural decisions that would help to face a downturn, companies often react by acting on the easiest adjustment variables : • Cuts in bugets • investments putt offs • employees lay offs. It makes it possible to attend to the most urgent things [...]
Investment or consumption : sounds like “déjà vu”
February 19, 2009 by Leave a Comment
In many countries there is an intense debate to know if governments should stimulate economy by boosting investment or consumption. It’s about two clearly different approaches : in one case you try to limit the effects of the crisis and their impact on household (and so on enterprises as a side effect), in the other [...]
Boards in the mist
February 11, 2009 by Leave a Comment
Boards have to be mobilized in order to make the right decisions to survive the crisis. Nothing new. But according to this essay from McKinsey, it’s far from being that simple. Three reasons are put forward • Boards follow unchanging procedures and ritualss. Defines shedules on a yearly basis, documents and agendas fixed many weekds [...]
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