L’été passé j’ai eu à magasiner une solution CRM pour notre équipe. Je ne suis pas un spécialiste la dedans. Cependant, je crois avoir suffisamment lu et étudié la question pour pouvoir vous transmettre quelques conseils. Voici les références qui m’ont éduqué sur le sujet.
Il y a plusieurs étapes dans ce processus:
- Évaluation des besoins
- Détermination des requis techniques
- Aiguillage vers le bon type de solution
- Évaluation des solutions disponible dans le type qui nous convient (partie 2)
- Décision et planification d’intégration
- Intégration et usage
Article mis à jour le 14 décembre 2020
Références
Ce billet porte sur les nombreuses références utilisées dans ma recherche, ou paru depuis qui pourraient vous être utilise ou encore plus pertinent que ma série d’article pour combler vos besoins. Les articles référés ici dessous se retrouvent en quelques catégories :
- Pourquoi un CRM?
- Guides / expérience d’achat
- Types de solutions
- Usage du CRM
- Autres sujets reliés
Pourquoi un CRM ?
- Defining CRM: Thoughts from three experts, From MarketingSherpa by David Kirkpatrick
- CRM Is Yesterday’s Answer To the Wrong Problem, From SocialMediaToday by Steve Reeves
- Is Marketing Automation More Important Than Sales CRM?, From SocialMediaToday by Matt Heinz
- CRM or Customer Experience depends on whether you are disciplined or lazy., From Gartner by Michael Maoz
- How to auto-qualify new leads without a CRM or lead scoring, From MarketingSherpa by Adam T. Sutton
- Darth Vader, Lance Armstrong, and CRM?, From SocialMediaToday by John Burton
- Who’s on First? CRM, Customer Experience and a View of the World, From SocialMediaToday by Mitch Lieberman
- Getting the buy-in for CRM, From MediaSalesToday by Faye Oney
- How Social Media Is Changing CRM, From BloombergBusinessWeek By Steve McKee
Guide / expérience d’achat
- Global CRM Buyers Begin to See the Limits of Cloud Hype, from Gartner Blog Network by Michael Maoz
- The CIO’s Frustrating CRM Journey, from Gartner Blog Network by Michael Maoz
- Ask Users What They Want Before Shopping for Your CRM, from Media Sales Today by Faye Oney
- X+1′s CRM ‘Touchpoints’ Reviewed, from AdExchanger.com: Exchanging Ideas On Digital Media Optimization by AdExchanger
- 4 Social CRM Tools to Improve your Professional Relationships, from The Social Customer by matthodkinson
- Gartner 2013 CRM Sales Predictions, From Gartner by Robert Desisto
- 5 Things A Business Owner Should Know About CRM, From Social Media Today by Craig Klein
- What Do Media Salespeople Want in a CRM?, From Media Sales Today by Fay Oney
- CRM for Media Sales: 5 Key Features, From Media Sales Today by Faye Oney
- Will you get the ax when the Social and Cloud CRM projects are called out as sham?, From Gartner by Michael Maoz
Types de solutions
Solutions « entreprise »
- Du CRM au SRM : le système d’information client en 2013, du Blogue Marketing Interactif par Marie-Eve Gosemick
- How Social CRM Disrupts Corporate Silos, From SocialMediaToday by Stan Magniant
Solutions « PME »
- Why Social CRM for Small Businesses?, from Social Media Today by ajsoltero
- Webinar Replay: Next Generation CRM: Social Media Management and Monitoring, From SocialMediaToday by Cliff Figallo
Solutions « sociale »
- Social CRM: How Can It Make Money?, From SocialMediaToday by Koka Sexto
- Q&A: Andrew Campbell on eCRM and social CRM, from Latest Social Media content from Econsultancy by Monica Savut
- Social for CRM: the preposition proposition., From Gartner by Michael Maoz
- Social CRM: An Idea Whose Time Has Come?, From SocialMediaToday by Becky Carroll
- Social CRM Adoption Seen Low, But Expected to Grow, From Marketing Charts
- Social CRM no longer a myth?, From Econsultancy by Steve Richards
- The Future of Social CRM, From SocialMediaToday by Koka Sexton
- Adobe Ad Solutions VP David Karnstedt Talks Social CRM Future, From AdExchanger by Zach Rodgers
- Why fear innovation in Social and CRM?, From Gartner by Michael Maoz
- CRM Leaders Betting On Social Says Blackstone’s Pashalides, From AdExchanger
- Pac-man Thinks the Social CRM Market Looks Tasty, From Gartner by Jenny Sussin
Usage du CRM
- 6 in 10 SMBs Using Their CRMs for Email Marketing, from MarketingCharts
- Managing Audiences, from MediaPost | Email Insider
- So You Can Access Your Organization’s Social Media Data — Now What?, from Social Media Today by davidfeistel
- Grow Your Business and Reach New Customers with Social CRM, from Social Media Today by Steven_Macdonald
- Social Media fails CRM efforts amidst a confederacy of dunces., from Gartner Blog Network by Michael Maoz
- Best of 2012: 6 Ways a CRM Can Make a Sales Rep’s Life Easier, From Media Sales Today by Faye Oney
- 4 CRM Lessons Learned from « The Great Social Customer Service Race » [Infographic], From SocialMediaToday, by Chad Richards
- Best practices in data management, From Econsultancy by Chris O’Hara
- CRM How-to: Tactics on Marketing/IT alignment, database strategy and integrating social media data, From MarketingSherpa, by David Kirkpatrick
- Everyone is Talking about Social CRM. Few are Doing It., From Eloqua by Jesse Noyes
- Retailers Set Tech Spending Sights on Search, Then CRM, From Marketing Charts
- Apply Directional Sales Analytics to Drive Success: Business Intelligence for CRM and Sales Leaders, From Gartner by Patrick Stakenas
- Social Media and Mobile for CRM can be summarized as “foul your nest and head out West.”, From Gartner by Michael Maoz
- Is it such an Open World when good Social and CRM data are so rare?, From Gartner by Michael Maoz
- For CRM to succeed, the CIO needs not to be beguiled by software’s Scheherazades., From Gartner by Michael Maoz
- Customer Relationship Management in the Social Age: A Best Practice Guide, from Reports from Econsultancy by Andrew Campbell
- Pipeline Shocker: Constructive CRM Success Demands Sharing, Form SocialMediaToday by Adam Honig
- Old School Sales Through Social CRM, From SocialMediaToday by Koka Sexton
- Vintank Shows Us the Future of CRM for Vertical Industries, From Citizen Marketer 2.1 by Aaron Strout
Applications pour CRM
- The CIO’s imperfect vision on CRM and Social Media applications, From Gartner by Michael Maoz
- Too much talk and not enough walk from the CRM Application Providers and Consultancies, From Gartner by Michael Maoz
- The atrophy of CRM applications in complex customer service environments., from Gartner Blog Network by Michael Maoz
- The Post-Human Enterprise and the CRM Failure of the Enterprise Application Vendors., From Gartner by Michael Maoz
- 4 Ways to Improve Social CRM Strategies, from SocialMediaToday by Mac Ocampo
Autres sujets reliés
- Facebook Chases Lookalikes In Expansion of CRM Matching Program, from AdExchanger.com: Exchanging Ideas On Digital Media Optimization by Zach Rodgers
Rédigé par Samuel Parent.
Hello Samuel, although I cannot read the language in much of your blog, I see that you had listed my blog posts as resources. Just wanted to drop by to say thank you for referencing my blog posts!
Hi Faye, I’m honored by you leaving a comment. I’m a avid and regular reader of your articles on Media Sales Today.
I also hold a blog in English but these articles have not yet found their way there.
Cela manque de lien en francais pourtant il y a des personnes qui expliquent ce qu’est un logiciel CRM et son but.
Tous les sites de WebMaketing, de fidelisation, de loigiciel CRM(fait par des editeurs Francais en plus), de conseil et d’expertise .
Dommage.
Je vous invite à en partager ici vous-même. Je fais mes recherches et lectures principalement en anglais ce qui explique la liste.