Bertrand Duperrin's Library tagged customerrelationship →  View Popular, Search in Google

"When I worked for IBM, the customer was always right. In today’s column I interview Vineet Nayer, CEO of HCL Technologies, one of the largest I.T. outsourcing firms in the world. Vineet argues that how it got to be one of the world’s largest IT firms is by putting employees first and customers second. Sounds radical, but when he explains, it makes sense."

customerrelationship vineetnayar casestudies hcl management accountability

"As the marketing power of social media grows, it no longer makes sense to treat it as an experiment. Here’s how senior leaders can harness social media to shape consumer decision making in predictable ways."

socialmedia marketing sales customerrelationship crisis crisismanagement brand brandawareness

"Cette étude qui explore les "Nouveaux comportements et nouvelles attentes des consommateurs en matière de Relation Client" permet d'établir une typologie des consommateurs en matière de préférences relationnelles, mais surtout de comprendre les motivations et facteurs qui expliquent ces préférences. Elle bat tout d'abord en brèche l'idée selon laquelle les technophobes disparaîtront lorsque les consommateurs appartiendront tous à la génération "Y". Elle remet également en cause l'idée selon laquelle le fait d'offrir au consommateur le choix parmi tous les canaux (point de vente - centre de contact - Web) est le gage de sa satisfaction. Elle fait également émerger la notion de "jachère relationnelle"."

customerrelationship multichannel

"In The Social Psychology of Organizing, Karl Weick exposed the theory of enactment, stating that organizations were fundamentally an abstraction of the reality, essentially brought to life through management’s narrative. In that sense, changing the way we work requires much more than technology and the empowerment of knowledge workers. Taking a broader perspective, and looking at organizations, not only as a production and profit-making machines, but as center of a part of human activities mainly taking place in cities, sheds a different light on the role and nature of what we call social businesses."

socialbusiness work citizenship workplace customer customerrelationship

"Pendant que les entreprises réfléchissent sérieusement aux moyens de maximiser les avantages des médias sociaux, on doit aborder la question : Qui, dans l’entreprise doit être responsable des médias sociaux? Qui doit prendre les décisions concernant les technologies, les effectifs, ou encore les politiques concernant les médias sociaux et les interactions dans les médias sociaux? Qui dirige le spectacle?"

socialmedia callcenters customerservice customerrelationship unifiedcommunications

"I actually believe there are qualities or behaviors that are distinctly different from business-as-usual and that can help businesses extract value from social media behaviors and technology. To me, they are what define a social business (and, yes, I do mean a business aligned with social media-based behaviors not necessarily a more socially responsible company. This latter definition is important just not my particular focus for now.)

We are a social business. That means we practice what we preach to our clients. There are 5 key behaviors of a social business that we focus on. I would love to hear what others think: "

socialbusiness values collaboration innovation casestudies ogilvy behaviors agility adaptiveness customerrelationship bigdata informationoverload analytics

"Si elle encadre trop ses collaborateurs qui s'expriment sur leur métier, la marque risque de transformer une prise de parole en communication institutionnelle. Un équilibre est à trouver.



Entretien avec Alexis Bernard, Online Reputation Manager à la SNCF."

casestudies employees communication guidelines SNCF customerservice customerrelationship

"I’m often concerned by companies who try and re-invent themselves by focusing on or piloting an new initiative with Gen Y / Millennials. These are the digital natives, the logic goes… the ones who have created a connected, always-on world. What better place to pilot our shiny new social engagement strategy?"

customerservice millenials generationy generationz customerrelationship socialcrm multichannel generationx

"It's rare a singular metric like turnover or a customer survey score is by itself a good measure of an organization's performance. Most of the more meaningful measures on dashboards of executives today are indices, made up of three to five submeasures. I review the nine most useful and creative performance measures I have seen in government and business organizations over the last few years."

intangiblesmanagement intangible intangibleassets intangiblecapital metrics communication effectiveness customerrelationship satisfaction employeesatisfaction distraction trust aggravation suppliers partners projectmanagement intellectualcapital

"Imaginez qu’une partie de votre salaire dépende de la satisfaction de vos clients. Si vos clients utilisent massivement votre site Web pour acheter vos produits et services, votre préoccupation sera alors de détecter les dysfonctionnements qu’ils rencontrent, et de les corriger le plus vite possible. Au-delà de cette amélioration continue de l’expérience client, vous souhaiterez aussi dialoguer avec vos clients et innover avec eux pour mieux répondre à leurs attentes. C’est la mission confiée à la LoveTeam de Voyages-SNCF.com que j’ai eu l’occasion de rencontrer."

socialcrm customer customerrelationship casestudies SNCF Loveteam NPS customersatisfaction

"Relationships drive business. Within the chaotic crush of interaction data coming off the Internet, smart mobile devices, Social Media, and Communities, is pure customer relationship gold. Three CRI (Customer Relationship Intelligence) metrics distill the gold—Relationship Value, the “effect” in relationship cause-and-effect; Interactions, the “cause;” and Variable Interaction Cost."

customer relationship costs interactions measurement management2.0 metrics Customerrelationshipintelligence customerrelationship communities

strategy CEO leadership report study creativeleadership customerrelationship operatingdexterity operations complexity customers

"New McKinsey research shows that a payday could be arriving faster than expected. A new class of company is emerging—one that uses collaborative Web 2.0 technologies intensively to connect the internal efforts of employees and to extend the organization’s reach to customers, partners, and suppliers. We call this new kind of company the networked enterprise. Results from our analysis of proprietary survey data show that the Web 2.0 use of these companies is significantly improving their reported performance. In fact, our data show that fully networked enterprises are not only more likely to be market leaders or to be gaining market share but also use management practices that lead to margins higher than those of companies using the Web in more limited ways"

enterprise2.0 mckinsey web2.0 networkedorganization margin performance colaboration customerrelationship socialbusiness competitiveadvantage partners suppliers collaboration management

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Les études abondent sur les réseaux sociaux, leur utilisation pour favoriser le "buzz", la marque, l'esprit d'équipe, y compris dans le voyage d'affaires. Mais les entreprises, en fait, restent sceptiques si l'on en croit l'étude publiée par Regus. Même si, à l’échelle mondiale, deux entreprises sur cinq affirment gagner de nouveaux clients grâce aux réseaux sociaux. "

socialnetworks france skepticism adoption recruitment customerrelationship customers clients

"Yet never before have companies had such powerful technologies for interacting directly with customers, collecting and mining information about them, and tailoring their offerings accordingly. And never before have customers expected to interact so deeply with companies, and each other, to shape the products and services they use. To be sure, most companies use customer relationship management and other technologies to get a handle on customers, but no amount of technology can really improve the situation as long as companies are set up to market products rather than cultivate customers. To compete in this aggressively interactive environment, companies must shift their focus from driving transactions to maximizing customer lifetime value. "

socialcrm customerrelationship customermanager value marketing

"The essay's review of financial results in a range of industries demonstrated how many companies depend for much of their profits on customers shooting themselves in the foot. That is, they make their best money when people fail to make choices that will serve them well. When a company games the system in this way, McGovern and Moon warned, it constitutes an open invitation for blank-sheet-of-paper newcomers to right wrongs and change the game. "Businesses that prey on customers are perpetually vulnerable to their pent-up hostility," they wrote. "Sometimes all it takes to drive mass defection is the appearance of a customer-friendly competitor.""

profits customers customerrelationship populism customerengagement

"The fact remains however, that there was a CRM bubble and it burst. For many years CRM was a dirty word. I worked with a number of customers 5-8 years ago who refused to use the term "CRM" and instead referred to it as "Loyalty", "Customer Management" etc. It has only been in the last couple of years that the term seems to have bounced back and removed it's negative connotations. CRM is now seen as a positive initiative, crucial to supporting customer retention and growth strategies and Social CRM is a natural extension to the topic, embracing the customer's new control of the conversation."

crm socialcrm technology marketing customer customerrelationship incentives processes customerexperience

Vous connaissez Twitter, ce fameux outil de micro-blogging qui permet de partager à peu près tout ce que vous pouvez imaginer en 140 caractères… Pour ceux qui ne connaissent pas encore Twitter, cliquer ici.

Ce matin, j’aimerais vous présenter un article de Ralph Bernstein paru sur le blogue Lean Insider… Est-ce que Twitter est un outil Lean ?

twitter lean GM customerrelationship customers

Over the next few weeks I'll be posting a series of articles that deeply explore a strategy for using the power of Web 2.0 ideas to move businesses into the 21st century. These strategies will drive forward any organization to not only survive present economic circumstances but drive growth and innovation while transforming safely to what increasingly appears to be a generational change in the business landscape. In other words, what you've been doing in the past will often no longer apply in the future. The assumptions that we've learned in a previous generation of IT and business education and occupations are frequently mattering less and less to how we accomplish our work and live our lives.

web2.0 innovation crisis growth costs costreduction transformation business changemanagement customerrelationship