Bertrand Duperrin's Notepad

Thoughts on management, HR, social networks…and enterprise 2.0

" The most successful companies are those that think jointly technological change, work design and the changes in internal social relationships.” Antoine Riboud.
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Entries Tagged as 'crm'

What CRM is and what it should be

January 25th, 2010 · View Comments · Organization & Management, enterprise 2.0

The good thing with acronyms is that they are easy to remember. Their weakness is that it’s easy to forget their meaning. Let’s consider CRM for instance, it means “Customer relationship management”. I repeat customer relationship management.
If we have a closer look, we are forced to admit that CRM has been lead astray to become, [...]

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You want your employees to be more “social” ? Rely on their selfishness

November 3rd, 2009 · View Comments · Organization & Management, Social Networking, enterprise 2.0, social computing

Among all the projects that have a “2.0 label”, it’s possible to make a distinction between those that are mainly about social networkings and those that aim at bringing traditional office applications on the cloud. Each kind addresses specific needs and has its own barriers.  In one case it’s about changing the way people work, [...]

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Beyond social CRM : social stakeholders management

August 31st, 2009 · View Comments · Organization & Management, strategy

Last week I wrote what social CRM meant to me. It’s the inevitable step toward the implementation of a customer relationship management of a new nature. Clients are not only marketing objectfs or elements of a sales pipe anymore but people with whom businesses built things on a long term perspective, beyond the sacred purchase [...]

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