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 'customers'
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
How to understand and position enteprise 2.0 in the real enterprise
December 1st, 2009 · View Comments · Communication, Communities, HR & Management 2.0, Organization & Management, Social Networking, enterprise 2.0, social computing
It’s time to sum up all the thoughts I had these last months. I tried to start from both the concerns expressed by C level managers asking for a global vision and ground managers who needed a “hands on” vision because they don’t have time to waste to try to understand such nebulous things. Having [...]
Tags: adoption·attention·business process·Communities·community management·crowdsourcing·customers·enterprise 2.0·human-capital·implementation·information capital·informational capital·internal-communication·management·management 2.0·marketing·process·social management·socio-collaborative management·support
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
From the 5 eras of social web to transforming organizations
May 25th, 2009 · View Comments · Organization & Management, social computing
I had the chance to meet up with Jeremiah Owyang during his last coming in Paris. He presented us his report on the the future of social web. An interesting discussion followed, then we came to have a drink and carried on.
One thing I used to sense and which was confirmed is the specificity of [...]
Tags: brand·clients·culture·customers·jeremiah owyang·motivation·organization·social enterprise·social-web·strategy·values·web-2.0
External social networks are not only for marketing purposes
January 21st, 2009 · View Comments · Collaborative practices, Communication, Communities, Organization & Management, project management
Generally, when I talk about social networks for other people than employees, I’m answered “ah ? I thought you were not interested in all these marketing things”. This is the obvious proof that, for many people and many companies, when you aim at an external audiance it’s for communication and sale purpose, following a one [...]
Tags: agile mathods·business networks·clients·Communities·coordination·costs·customers·ideagoras·Innovation·marketing·organization·organization performance·production·productivity·project management·social networks·suppliers·value·value chain·value creation
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