Summary : everyone has an idea, even a rough one, of where social CRM is taking us but no one exactly knows what will be the levers. A common mistake is to keep on managing customers the old way, as a passive target whose only function is to buy in a system where value is [...]
Customer service : avoid being the victim of you social media success
December 27, 2010 by 2 Comments
Summary : while some businesses are puzzled towards the lack of success of their customer service initiatives on social media, others are trying to find solutions to face the increase of contacts and interactions. Hence the hasty conclusion that social media don’t scale. That’s a big mistake. The only fact that the point of contact [...]
Social is a substitute for quality and customers don’t care about you
September 20, 2010 by 1 Comment
Summary : Lots of things are being said about the revival of the customer relationship made possible by social media and that’s a good thing, a more human way of doing things, less mechanized, aiming a building a richer and fruitful relationship for everybody. But businesses should be careful of too easy things and smoke [...]
Engage with customers. And then ?
August 23, 2010 by Leave a Comment
Summary : It’s obvious that the use of social media within companies and between companies and customers are not compartmentalized but complementary disciplines. If the “internal” company is more and more trying to get in touch with customers, the world of marketing struggles to make his way toward internal departments. As communication is becoming service, [...]
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 [...]
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