{"id":4534,"date":"2012-05-11T07:00:04","date_gmt":"2012-05-11T05:00:04","guid":{"rendered":"http:\/\/poncier.org\/blog\/?p=4534"},"modified":"2012-05-10T19:03:19","modified_gmt":"2012-05-10T17:03:19","slug":"crm-traditionnel-versus-social-crm","status":"publish","type":"post","link":"https:\/\/poncier.org\/blog\/?p=4534","title":{"rendered":"CRM traditionnel versus Social CRM"},"content":{"rendered":"<p><a href=\"http:\/\/poncier.org\/blog\/wp-content\/2012\/05\/Caract\u00c3\u00a9ristiques-SCRM-197x197.jpg\"><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-4535\" style=\"border-width: 1px; border-color: black; border-style: solid;\" title=\"Caract\u00c3\u00a9ristiques-SCRM-197x197\" src=\"http:\/\/poncier.org\/blog\/wp-content\/2012\/05\/Caract\u00c3\u00a9ristiques-SCRM-197x197.jpg\" alt=\"\" width=\"197\" height=\"197\" \/><\/a>Aujourd\u00e2\u20ac\u2122hui, comme tous les vendredi,\u00c2\u00a0toujours dans le cadre de nos\u00c2\u00a0petits d\u00c3\u00a9tours par le monde anglo-saxon, un retour du le Social CRM dont j&rsquo;ai d\u00c3\u00a9j\u00c3\u00a0 pas mal parl\u00c3\u00a9 sur ce <a href=\"http:\/\/poncier.org\/blog\/?tag=social-crm\" target=\"_blank\">blog<\/a>. Il s&rsquo;agit ce coup-ci de revenir sur une <a href=\"http:\/\/econsultancy.com\/uk\/blog\/9783-traditional-crm-vs-social-crm-infographic\" target=\"_blank\">infographie<\/a>\u00c2\u00a0de Luke Brinley qui avait organis\u00c3\u00a9 la conf\u00c3\u00a9rence Social CRM Paris 2011 \u00c3\u00a0 laquelle j&rsquo;avais particip\u00c3\u00a9 sur le <a href=\"http:\/\/www.slideshare.net\/poncier\/entreprise-20-fondation-du-social-crm\" target=\"_blank\">th\u00c3\u00a8me<\/a> <em>Entreprise 2.0, fondation du Social CRM<\/em>. Voyons les points de cette infographie.<\/p>\n<p><!--more--><\/p>\n<p>Tout d&rsquo;abord 3 points cl\u00c3\u00a9s :<\/p>\n<ul>\n<li>Aujourd&rsquo;hui les clients ont plus de pouvoir et sont plus connect\u00c3\u00a9s que jamais. Cela appelle une r\u00c3\u00a9ponse des marques<\/li>\n<li>Le CRM traditionnel concerne la r\u00c3\u00a9cup\u00c3\u00a9ration et la gestion des donn\u00c3\u00a9es clients. Le Social CRM est une strat\u00c3\u00a9gie d&rsquo;engagement des clients<\/li>\n<li>Les ventes dirige le CRM traditionnel. Les conversations dirigent le Social CRM et les ventes ne sont qu&rsquo;un sous-produit.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1 style=\"text-align: center;\"><\/h1>\n<h1 style=\"text-align: center;\">CRM traditionnel<\/h1>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><a href=\"http:\/\/poncier.org\/blog\/wp-content\/2012\/05\/crm.png\"><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-4538\" title=\"crm\" src=\"http:\/\/poncier.org\/blog\/wp-content\/2012\/05\/crm-e1336490269101.png\" alt=\"\" width=\"500\" height=\"337\" \/><\/a><\/p>\n<h1 style=\"text-align: center;\"><\/h1>\n<h1 style=\"text-align: center;\">VS Social CRM<\/h1>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><a href=\"http:\/\/poncier.org\/blog\/wp-content\/2012\/05\/scrm.png\"><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-4540\" title=\"scrm\" src=\"http:\/\/poncier.org\/blog\/wp-content\/2012\/05\/scrm-e1336490895278.png\" alt=\"\" width=\"500\" height=\"337\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Bien s\u00c3\u00bbr cette infographie est assez sommaire (comme souvent avec les infographies) et surtout limite son approche du SCRM aux m\u00c3\u00a9dias sociaux au lieu d&rsquo;\u00c3\u00aatre multicanal et d&rsquo;aborder l&rsquo;aspect organisationnel. Cependant, elle montre bien que les relations aux clients et prospects sont en train d&rsquo;\u00c3\u00a9voluer et que les entreprises doivent aussi r\u00c3\u00a9agir pour r\u00c3\u00a9pondre \u00c3\u00a0 ces nouveaux challenges.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Aujourd\u00e2\u20ac\u2122hui, comme tous les vendredi,\u00c2\u00a0toujours dans le cadre de nos\u00c2\u00a0petits d\u00c3\u00a9tours par le monde anglo-saxon, un retour du le Social CRM dont j&rsquo;ai d\u00c3\u00a9j\u00c3\u00a0 pas mal parl\u00c3\u00a9 sur ce blog. Il s&rsquo;agit ce coup-ci de revenir sur une infographie\u00c2\u00a0de Luke &hellip; <a href=\"https:\/\/poncier.org\/blog\/?p=4534\">Continuer la lecture <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":4535,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[230],"tags":[403,240,216],"_links":{"self":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/posts\/4534"}],"collection":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4534"}],"version-history":[{"count":0,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/posts\/4534\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/media\/4535"}],"wp:attachment":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4534"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=4534"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=4534"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}