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

"Aujourd’hui les clients ont plus de pouvoir et sont plus connectés que jamais. Cela appelle une réponse des marques
Le CRM traditionnel concerne la récupération et la gestion des données clients. Le Social CRM est une stratégie d’engagement des clients
Les ventes dirige le CRM traditionnel. Les conversations dirigent le Social CRM et les ventes ne sont qu’un sous-produit."

crm socialcrm

"Social media and social technologies are beginning to erode the potency of the old stack but as yet they don’t make up a new stack, one that will transform enterprises because it is coherent and because there is a clear implementation path.

So, we talk a lot about social but as yet we don’t have a social system for the enterprise. We don’t have a social stack in the way that the last generation of CEOs had a Wintel stack – not yet anyway, but it is close to hand."

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"gone are the days where Customer Support is done just via phone calls, email and discussion forums. Today people expect real-time, engaging experiences with brands on social networks like Facebook and Twitter. When they post they want answers, and if they don't get them they may lose interest in the brand. "

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"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?"

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"Social Media; these interactions represent only 1% of company-customer interactions, and are expected to grow to 4% in five year’s time in France (Les Echos). In other words, 99% of interaction take place outside of Social Media! This to me leads to a very fundamental question about whether we are suffering from the Shiny Object Syndrome with regards to Social Media and customer engagement. Because we now have access to customers and prospects through these new channels, there is a real temptation to focus only on these without looking at why and how people are using these media in the first place, and where they fit into what I call the overall flow of getting to their desired outcomes."

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"We live in a world of mounting performance pressure. Our Shift Index reveals that return on assets for all public companies in the US has eroded by 75% since 1965. Companies clearly are failing to respond effectively to these mounting pressures. If we hope to turn this around, we need to step back and take a systematic look at the performance levers that drive these results and question the approaches of the past. "

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"Si la banque a intégré tôt les réseaux sociaux dans sa stratégie de relation client, le mouvement n'en est encore qu'à ses débuts dans beaucoup de groupes. « Les entreprises ont pris conscience des besoins, mais beaucoup n'en sont encore qu'à la phase d'écoute sur ce que l'on dit d'elles. En revanche, elles ont compris qu'il s'agissait d'un vrai changement de culture"

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"If we have learned anything during the past few years it is that the pace of change is absolutely ridiculous. No matter what part of the organization you are in, your ability to keep pace is challenged daily. If we can accept this as a truth, then there is uniquely one best practice that might stand a chance, how we adapt to change. Other than that, all other ‘Best Practices’ are simply roadblocks to success and excuses to remain irrelevant. "

socialcrm bestpractices adaptability change adoption

"As social media adoption continues to move from mainstream to pervasive ubiquity, enterprises will begin to benefit from these advancements in the consumerization of IT (CoIT). Just 18 months ago, early adopters identified 18 Use Cases for Social CRM (SCRM). These ground breaking use cases showed enterprises how to bring social into existing CRM processes."

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"Also, truthfully, I’m kind of uncomfortable with this post too. While I’m pretty sure my conclusion is right, I’m not entirely at ease with what it took to get there. I’ll leave it at that. So I reserve the right to treat this as a work in progress.

Also, Part II of this post is on PGreenblog here. The actual “predictions” are there. This part is the explanatory justification for what I see as the shifting of the dynamics in the (social) business world."

crm socialcrm customer socialcustomer customerengagement loyalty engagement systemsofengagement

"It’s fair to say that in 2011, social pervaded a truly wide swath of territory in terms of business capabilities. While social reconceptions of traditional business functions began showing signs of some maturity in select areas (especially social marketing and internal collaboration), strong early adoption was also a hallmark of a few quite recent developments, in particular Social CRM."

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"A well-managed loop that links customer experience feedback with recommendations on social networks like Facebook, Twitter, and Yelp, can boost service quality and operational performance, increase traffic and create more happy customers — people who crow about a retailer online for free, turning their friends into new customers too."

customer customerexperience CEM advocacy customerservice socialcrm operations advertising retail

"Paul carefully dissects the positioning of Radian6 as a Marketing Cloud, delivering astute cautionary points on the pitfalls of pitching it this way. Good advice that I hope Salesforce will sit up and take note of. As someone more interested in enterprise customer success than the buzz that fills the pipeline, Paul’s post highlights a bigger issue for Salesforce. They don’t get what they’ve got. Or if they do, they aren’t quite showing it in a way that will accelerate enterprise acceptance yet."

crm socialcrm salesforce radian6 workflow

"These days, customer service seems to be a contradiction of words and intentions. Year after year, customers are appealing for attention, efficiency and a communicated sense of being appreciated. After all, what is the value of customer acquisition if retention itself isn’t valued? Now with social networks becoming the preferred channel of communication among connected consumers, businesses are losing ground and faith. The reality is that customers will share their experiences whether positive or negative and they will influence the decisions of others. The question is, how are you changing your service model to shape and steer experiences that deliver value to customers and also back to your business?"

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"In looking at different definitions with different perspectives and a business lens, the one above made the most sense to me. After 16 months, it was time to revisit a diagram created for “A Guide to Understanding Social CRM”. I will not go so far as to call my earlier work wrong, naïve is a better descriptor. The evolution diagram contained my thought process at that time. Without over using the concept, my own thinking has evolved."

crm socialcrm data process relationship context interactions

"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

I think trying to define something is a very good exercise to understand what you are dealing with or what you are trying to do it for. It also helps to communicate internally. And regardless of what many say, I don’t think there are enough definitions of (Social) CRM, at least not good ones.. But that is a personal opinion, not relevant to today’s post.

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"The social enterprise will be front an center at Salesforce.com’s Dreamforce this week. Here’s a reality check."

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"Salesforce’s Marc Benioff continued his now-epic stream of social business thought leadership at this week’s Dreamforce 2011 in San Francisco. The messaging was certainly world class and the slew of announcements this week will address many of the shortcomings or feature gaps in its social software product line. But is a company whose roots are in sales automation and cloud-based SaaS the right firm to take organizations fully into the social world of the 21st century?"

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