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 'customer relationship'

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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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 [...]

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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 [...]

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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 [...]

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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 [...]

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