1. Reconsidering the notion of "watch customer
You want to bring your intelligence process into line with changing customer needs, expectations and behaviors. You have observed a heterogeneity of customer profiles, and you want to make the most of this diversity.
1.1 Observations of customer behavior
Reactivity requirements are increasing in line with technological advances: real-time monitoring and sharing, hyperconnectivity, automation. At the same time, autonomy with regard to the monitoring process is changing (real and effective autonomy, presumed and limited autonomy).
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Reconsidering the notion of "watch customer
Identify the key needs and expectations of current customers
Bibliography
Also in our database
Bibliography
Noubel J.-F., Intelligence collective, la révolution invisible , 2004, revised September 26, 2005.
Prévot F. et al, Perspectives fondées sur les ressources : proposition de synthèse , 2010. Available at cairn.info
Williams...
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http://intranet-rse.blogspot.fr/ Internal or extended social and collaborative networks. Internal social and collaborative networks, often referred to as CSNs, are reshaping internal communications by offering an interface and functionalities similar to those of professional social networks.
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