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CRM can save your business, but not the CRM you think!

When a business or a team fails, particularly in an emergency situation, the same root causes are always present : rigid leadership, internal conflicts, ineffective communication, lack of information sharing, to name but the most common. And even in non-crisis or emergency situations, the same causes end up causing the same effects. It's just a little gentler and takes longer. Of course, businesses are looking for a solution, sometimes and often through technology, but you can't use technology to solve problems that are first and foremost human (We should not expect an application to work...

CRM can save your business, but not the CRM you think!

When a business or a team fails, particularly in an emergency situation, the same root causes are always present : rigid leadership, internal conflicts, ineffective communication,...

So you think your brand has a community

communautés, marques, gestion de crise, community management, communication, relation client

Your community manager should be a professional. But in which field ?

Summary :with a profile that's still hard to define, community managers look like rare birds. The only certainty is that they should be true...

Community management and processes by the example

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...

From Social Media to Social CRM : a recent experience with airlines

I already wrote many posts about social CRM on this blog and I recently had the (unfortunate ?) opportunity to add a real life...

The power of decentralized crisis management : the Gustav case

Crisis is charaterized by its suddenty, its unpredictability and the gravity of its possible consequences. It forces organization to react quickly in order to...

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