Archive for the ‘Collaboration & Participation’ Category

Customer-led marketing is your competitive edge

April 8, 2014

Customer RevolutionCountless companies across industries claim to focus fully on serving their customers. Only recently however, has the balance really shifted, putting customers firmly in the driver’s seat.

Whether they are consumers or business buyers, today’s customers are often more tech savvy than the companies that serve them. They have increasing access to insightful, comparative information on suppliers and their offers; they now have the ability to express satisfaction or shout out their discontent to friends and peers and they are ready to switch providers when needed.

To serve today’s generation of consumer and business customers, companies must accept that customers are now in charge, and winning their business means creating a customer-led marketing culture. (more…)

Connect with your clients to co-create new value

May 27, 2013

Connect with your clients to co-create new valueThis past week I attended’s Customer Company Tour in Paris, where they showcased the various products and services that form their Customer Company vision.

During the introductory keynote presentation, Salesforce co-founder Parker Harris laid out 5 questions that companies must answer in their quest to become a customer company.

Viewed more broadly these issues are about becoming more relevant to clients by connecting, listening and collaborating with them through direct, interactive relationships, leading to the co-creation of more relevant and unique customer value propositions. (more…)

Marketing is now a 2-way street, which not even technology companies can avoid

March 5, 2013
Marketing is now a 2-way street

Marketing is now a 2-way street

Marketing is experiencing drastic changes as interactive and digital technologies begin to replace mass media as its foundation. Both consumers and business clients are no longer a passive audience waiting to be showered by company ads and billboards.

Today’s digital, interactive and social media capabilities empowers any customer to speak up on their experiences and opinions, whether good and bad.

This has created a fundamental shift in customer-supplier relationships, that not even small or specialized technology firms operating off of the business main-street can escape. (more…)

How social media creates value for B2B companies

September 28, 2012

Image courtesy of

Based on the growing number of companies and the ways that they use social media platforms like Facebook, Twitter, YouTube, blogs, there is no doubt that social media has become a must-have for B2C companies, enhancing their overall digital customer touchpoint experience.

For many B2B companies however, the use of social media is still in its infancy due to a misunderstanding of the uses and the value it can provide in the B2B context. (more…)

Helping Small Businesses thrive with integrated communication and collaboration apps, delivered as a service

April 19, 2011

Mid-sized and Large enterprises have been traditionally well served by telecom and IT vendors such as Verizon, Orange, IBM, HP, Microsoft and Oracle.

However, when it comes to Small Businesses, the ICT market leaves much to desire. In particular: (more…)

Consumer mobile location services are here to stay

March 18, 2010

Ever since I first used a “find the nearest —–” service, nearly 7 years ago, I have thought that location-based mobile services would change the way we function in our daily lives.

Judging by the current state of the industry, it looks like 2010 may be the year that consumer mobile location services finally take-off.

Why are consumer mobile location services now taking off?

A number of related factors have finally made (more…)

i-Media: coming to any device near you

February 9, 2010

With 2010 now well underway, during the past few weeks there have been several clear sign that the media industry is arriving at an inflection point.

These developments could lead to new opportunities for content publishers and their service partners, and a more engaging experience for media consumers worldwide. (more…)

Sneak Preview of Orange’s ‘La Collection’ 2010 – Part 1

November 27, 2009

Last night, I was invited to attend a private showing of Orange’s upcoming services and applications.

This is the first part summary of the services and capabilities that we can expect from Orange in the next 6-12 months, within France and beyond.

With the ever-increasing importance of multimedia and social web services, Orange is striving to offer its customers services that provide more interactivity and sharing, while simplifying the setup and usage processes. Within the home environment, it is positioning the TV as a key rallying  point for “more shared entertainment.”

The following products and services demonstrate how it is trying to fulfill this vision: (more…)

The Rise of Music-as-a-Service: Hear and Now

November 19, 2009

I have been a passionate lover and collector of music for nearly 30 years, and a lot has changed since the day that I bought my first portable radio and record player, and today, where illegal music downloading continues menacing the industry’s established commercial model. However, through more effective regulation and the arrival of more attractive music offers (See The Economist: Singing a Different Tune), there are fewer and fewer and incentives to obtain music illegally.

The changes in the music industry have enabled listeners to get quicker enjoyment and a much richer experience in a variety of ways. Based on my own listening history – described in detail below – we can see that music has shifted from an album sales-driven business to one focused on receiving a personalized, listening experience.

This fundamental product-to-service shift is changing the way people consume and enjoy music around the world, (more…)

ICT Services: Further isolating or connecting us?

November 12, 2009

connecting-peopleI’ve sometimes heard people claim that all the new technology and services now available, actually separate us from our family, friends and close contacts, more than before.

The thinking behind this idea is that prior to widespread use of phones and Internet, we would interact with our closest relations face-to-face. However, with all the ICT capabilities that now exist, we may prefer to communicate indirectly and/or at a distance, creating more separation.

I believe that the opposite is true.

As humans, we have an innate need for direct, social contact. This facilitates empathy, allowing us to see how others really feel so we can truly understand them and relate better, and vice versa. This basic human characteristic drives our need to maintain personal, face-to-face contact with our closest family, friends and confidants. This is partly why we have regular family dinners, visits with our grand parents or meet up regularly with our closest friends.

I also believe that modern communication capabilities – including e-mail, texting, IM, video-calls, conferencing, blogs, and social networking services –  actually help us enhance relations with our inner circles, as well as with those further out.  These tools give us more possibilities and choices for communicating with people in different ways, depending on the context. (more…)