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, [...]
Entries Tagged as 'customer relationship'
What CRM is and what it should be
January 25th, 2010 · View Comments · Organization & Management, enterprise 2.0
Tags: Communities·crm·customer·customer relationship·customers·Innovation·relationship·sales·social crm
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
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
Lessons from a crisis and the behavioral economics
August 26th, 2009 · View Comments · HR & Management 2.0, Organization & Management, economy, enterprise 2.0
A year ago, the world entered a crisis that didn’t let it unhurt. A crisis I won’t call economic or or financial since I think the disease was deeper. Anyway, many people understand that, this time, we’ll have to be more creative than in a past and not rebuild things as they were. But [...]
Tags: behavioral economics·collaboration·crowdsourcing·customer relationship·customers·economy·irrationality·marketing·rationality·socialization·value chain
Balanced Scorecard, value creation, and entreprise 2.0 : anyone can help ?
March 6th, 2008 · View Comments · Human resources, Organization & Management, enterprise 2.0, strategy
My thought of the moments are taking me to places where my knowledge reaches its limits and where I don’t find (or not as quickly as I want) relevant informations.
So I’m submiting you my questions in bulk and anyone who can help is welcome. Really need yor help..
• Do you know the percentage of enterprises [...]
Tags: balanced scorecard·bsc·customer relationship·enterprise 2.0·Human resources·human-capital·strategy·web-2.0
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