SCRM
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8 Ways Gen Y Can Impact HR
We are a flawed generation – a generation lacking many of the characteristics that our predecessors hold dear. Resistance to authority – This can be valuable in the HR profession because they consistently need to stand up to the highest forces (and lowest) in any situation. HR realizes that they belong in any given situation because they have a right to protect the company – internally and externally. Documentation – Consider the fact Gen Y loves to collect everything about their lives and share with the world – a highly transparent group! And they know how to document it!
Lean thinking in CRM and Social CRM | CustomerThink
I first came across Lean thinking in CRM when I met with the COO of a large Dutch financial services company. At first I was sceptical, I had previously only associated Lean with Japanese automotive companies; particularly Toyota where the concept was created. But lights began to go on in my head when the COO described the application of Lean principles to customer-facing operations and I have been a fan of Lean CRM thinking ever since. Lean thinking starts with the customer
What Social Followers Want - eMarketer
Brand marketers want consumers to follow them to build buzz and engagement, but social media users often desire something in return. What they’ve come to expect is a good deal, but many consumers—including the most active users of social sites—are also interested in deeper engagement. A December 2009 MarketingSherpa survey indicated that learning about specials and sales was the top motivation of those who friended or followed a brand online, supporting the results of earlier surveys.
Dans un contexte où il devient difficile de s’adresser à tous les consommateurs de manière uniforme alors que la différence dans leurs intérêts et leurs attentes se précise, voilà que le Web apporte un souffle nouveau aux stratégies de segmentation. Il permet aux entreprises d’affiner leur connaissance des clients potentiels et de dépasser les limitations de la segmentation dite traditionnelle. Comment et pourquoi s’y intéresser? Pourquoi et quand segmenter? L’organisation d’offres de voyages personnalisés sera le prochain défi des intervenants touristiques et, pour ce faire, l’élaboration d’une stratégie de segmentation de marché devient cruciale.
» Lâart de la segmentation en ligne
Most companies devote a lot of energy to listening to the “voice of the customer.” But the best listen right at the frontline. They don’t filter the feedback through centralised market research mechanisms. Employees receive evaluations from the people best able to render an appraisal—the customers they serve every day. The employees follow up with willing customers in one-on-one conversations.
Company Results Brief | March 2010
Les prémisses du marketing du futur
Aujourd’hui la plupart de vos pseudo-consultants spécialisés en marketing et autres agences de publicité obsolète vont vous vendre du marketing du futur à base d’expériences de marque interactives, de Twitter de marque (la nouvelle mode depuis 6 mois ) et de réseaux sociaux (social media en langage marketo-bullshit – je vous ai déjà dit que les gens n’étaient pas des panneaux publicitaires). Mais je ne crois pas que le futur du marketing se trouve dans ces artifices modernes tellement à la mode. L’une des incarnations du marketing du futur est par exemple le Storytelling de Vie de Produit (“ Product Life Storytelling ” marque déposée – non je rigole, on est au 21ème siècle). Une idée marketing qui risque de rebuter plus d’un annonceur traditionnel, et qui en fait donc un outil idéal de communication pour les petites marques audacieuses à petits budgets de publicité.
I’m a big fan of the work that Esteban Kolsky has been doing with Social CRM and he recently stated that he is going to be branching over towards the Enterprise 2.0 space. Social CRM and Enterprise 2.0 efforts need to work in conjunction with one another and that’s what this whole post is about. Dion Hinchliffe recently wrote an article stating that Social CRM is Ground Zero for Enterprise 2.0 and I couldn’t agree more.
The Social CRM and Enterprise 2.0 Experience Continuum
Understand Your Customers' Social Behaviors
Introduction to socialgraphics and the Engagement Pyramid, a way to understand your customers in addition to traditional demographics, psychographics, etc. Research forms the foundation for your social Introduction to socialgraphics and the Engagement Pyramid, a way to understand your customers in addition to traditional demographics, psychographics, etc. Research forms the foundation for your social strategy. Presented by Charlene Li and Jeremiah Owyang, Altimeter Group, on January 20, 2010.Join the Social CRM Pioneers!
A little while ago when Jeremiah Owyang and Ray Wang from Altimeter Group created their report on 18 use cases for Social CRM , they also created a Google Group called Social CRM Pioneers (which currently is just shy of 400 members) where thought leaders, practitioners, and those just eager to learn, get together to discuss just about everything related to Social CRM. I’m fortunate enough to be a member and moderator of the group (thanks Jeremiah) and I want to encourage my readers to become members as well, if not to participate directly, then to at least follow the conversations and chime in when possible. The pioneers groups has a lot of great conversations, discussions, and ideas on Social CRM and features amazing contributors (including yours truly), such as: