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Tag: Customer Relationship & Marketing

The gap between brands and consumers is getting wider

Time has come to individualize marketing and customer relationship. With the rise of the social web, brands had more and more opportunities to build a personal relationship with their clients. Channels multiply, points of contact and interaction too, communities blossom - even if...- and brands have learned to interact with them without too much damage. Yet... 4 years ago - what is an eternity - an IBM study names "from social media to social CRM" showed how much brands where wrong about what they thought customers expect from them on...

Picture of the week #16 : It takes years to win a customer…

It takes years to win a customer and only seconds to lose one Illustration from the book “The Golden Rules for Success“. Thanks to Thierry d’Auzers...

Social is a substitute for quality and customers don’t care about you

Summary : Lots of things are being said about the revival of the customer relationship made possible by social media and that's a good...

Empowered : the service marketing (and even economy) manifesto

I just finished the reading of Empowered, by Josh Bernoff and Ted Schadler, that is in some ways the sequel of Groundswell which was...

Engage with customers. And then ?

Summary : It's obvious that the use of social media within companies and between companies and customers are not compartmentalized but complementary disciplines. If...

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...

Do we need a social CRM Magic Quadrant ?

Gartner recently published a new Magic Quadrant about Social CRM (than can be downloaded at Jive with registration). I have no special thought about...

Enterprise 2.0 relies on the outside to gain maturity

Last week I attended the 'International Forum on Enterprise 2.0 in Milan. Many things to say because of the quality of the agenda but...

From community management to customer management

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...

blueKiwi : the good use of conversations

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....
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