Summary : when one invests in a company, valuing it, it’s normal to have a close look at the customers and the way currents ones could be devlopped and new ones acquired. The world of social networks and its model where the customer is the brand and the user the product changes the conditions because, [...]
Summary : will tomorrow’s businesses be people centric ? Customer centric ? Rethinking centricity shows that organizations are paying more and more attention to others and aren’t focused on themselves anymore. But it’s very easy to have good intentions…and never do beyond this step. Listen, leave others some room, pay attention…and so what ? If [...]
Summary : the social web and the emergence of the social customer raised the promise of a more productive and qualitative relationship between customers and businesses. In fact we can see that the empowerment of customers may remove all kind of responsibility what harms the constructive nature of such an approach. Is this, for businesses, [...]
Summary : Either externally with customers or internally with employees, one the pillars of any “social” or “2.0″ project is people’s need for more closeness, even intimacy with the enterprise and between themselves. This is the reason why organizations started focusing on engagement, social networks and communities. But is this lever so relevant ? It [...]
Summary : Facebook is usually considered as a communication and marketing tool. But it’s becoming more and more obvious that it’s becoming a customer relationship tool what has an important impact on the design of the community management system and the role of the community manager that’s becoming the central point of a service and [...]
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 [...]
Some call it crowdsourcing, open innovation, participative innovation, distributed innovation, sometimes (and that how things should end) it’s a part of an ongoing improvement approach, or of a social crm one but one thing is sure : businesses are aware they have to co-built, invent et reinvent things with their wider ecosystem : clients, employees [...]
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 [...]
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 [...]
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