I’d like to go back on this interesting article published in the January-February issue of the Harvard Business Review about the need to reinvent marketing.
The postulate is now well known. Companies have more tools to interact with customers than they ever had and customers want more than ever to tell businesses what they think about [...]
Entries Tagged as 'social crm'
From community management to customer management
March 8th, 2010 · View Comments · Communities, social computing
Tags: community management·customer management·customer manager·social crm
blueKiwi : the good use of conversations
February 19th, 2010 · View Comments · Social Networking, enterprise 2.0, social computing
The last “Virtual Enterpise 2.0 conference” was a good opportunity to visit some vendor’s booth to know what to expect from them in 2010. I finally had a look at blueKiwi to see what was new at our European leader.
[Disclaimer..: I joined blueKiwi at the versy beginning of the company and left in last décember. [...]
Tags: bluekiwi·Communities·conversations·facebook·freemium·linkedin·marketing·social crm·social networks·twitter
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, [...]
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
Social CRM and lead generation : headaches ahead !
November 2nd, 2009 · View Comments · Communication, Organization & Management
Objectively, to my mind, Social CRM is the first concrete and operational formalization of the wider enterprise 2.0 concept. But it won’t go without bringing many questionings for marketing people as well as possible disputes.
One of the social CRM principles is to create attention, then relationship in order to “pull” the business. It’s not about [...]
A socialnomics Manifesto
October 12th, 2009 · View Comments · Communication, Ideas & innovation management, Organization & Management, Social Networking, social computing
I rencently mentioned the word “socialnomics“. Whatt’s the interest ? In an interconnected world (not only by the net…a world were everything can impact everything, it’s essential to understand the context to define the systems (enterprise, project, organization, management) we have to implement. So let’s try to summarize things.
- the world is full of stakeholders. [...]
Tags: Innovation·management·marketing·social crm·socialization·socialnomics·stakeholders·strategy·value·value chain·value creation
With Social CRM, enterprise 2.0 goes out of the black box and marketing gains importance
October 5th, 2009 · View Comments · Communication, Organization & Management, Social Networking, enterprise 2.0, social computing
Many things have been told and invented in the 2.0 field since the word was coined in the internet world and become trendy in the business world. With more or less success. Sometimes it was great step in conceiving new models for operations, sometimes if was only a smoke cloud aiming at making people forget [...]
Tags: alignment·enterprise 2.0·Innovation·marketing·social crm·value chain 2.0
Enteprise 2.0 : real benefits for whom makes efforts
September 15th, 2009 · View Comments · Organization & Management, Social Networking, enterprise 2.0, social computing
McKinsey recently issued a new report in the line of what they already published these last months. It’s about the benefits enterprises can take from enterprise 2.0. After having focused on what makes successs possible, McKinsey is now starting to evaluate concrete beenetids. As often, I’d say that those who are closely following the “E2.0 [...]
Tags: adoption·culture·enterprise 2.0·Innovation·mckinsey·open innovation·social crm·stakeholders·workflows
Beyond social CRM : social stakeholders management
August 31st, 2009 · View Comments · Organization & Management, strategy
Last week I wrote what social CRM meant to me. It’s the inevitable step toward the implementation of a customer relationship management of a new nature. Clients are not only marketing objectfs or elements of a sales pipe anymore but people with whom businesses built things on a long term perspective, beyond the sacred purchase [...]
Tags: crm·social business·social crm·social stakeholders management·stakeholders·strategy
Social CRM needs more than a CRM approach
August 24th, 2009 · View Comments · Organization & Management
Ross Mayfield recently published a fundamental post about “social CRM“. The statement of fact is simple : 1% of customer’s conversations improve the organizational knowledge, 9% touch the organization without changing anything and 90% are not heard at all, businesses miss an impressive source of possible improvemens. I’m not meaning 100% of these conversations are [...]
Tags: conversations·crowdsourcing·Innovation·marketing·process·quality·social crm·value chain
You can find the "original" french version of this blog here
