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Tag: Customer Relationship & Marketing

The gap between brands and...

Time has come to individualize marketing and...

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...

What CRM is and what it should be

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...

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...

Social CRM and lead generation : headaches ahead !

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...

A socialnomics Manifesto

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...

With Social CRM, enterprise 2.0 goes out of the black box and marketing gains importance

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...

Enteprise 2.0 : real benefits for whom makes efforts

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...

Beyond social CRM : social stakeholders management

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...

Social CRM needs more than a CRM approach

Ross Mayfield recently published a fundamental post about "social CRM". The statement of fact is simple : 1% of customer's conversations improve the organizational...

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Tag: Customer Relationship & Marketing

The gap between brands and...

Is the social customer a...

The gap between brands and consumers is getting wider

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