Someone webcare & organisatie prt
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Webcare & organisatieSocial Inc., 14 september 2010, Piet Hein Zijtveld
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Onderwerp: Webcare & organisatie
Ons bedrijf / gemeente / ministerie / stichting / vereniging
denkt na / twijfelt over / gaat starten / is reeds begonnen
met webcare / webservice / online klantenservice
en wil / moet / gaat
professionaliseren / uitbreiden / integreren / uitbesteden.
Hoe zit dat organisatorisch?
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Over Piet Hein
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Hoe begin je?
+
Spontaan
Innovatief
-
Geen continuïteit
Geen controle
Spontaan Acuut
+
Service gericht
Snel
Persoonlijk
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Te laat
Reactief
Ongecontroleerd
Structureel
+
Continuïteit
Gecontroleerd
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Te laat ?
Niet vergevingsgezind
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Voorwaarden
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Voorwaarden
► Continuïteit
► Snelheid
► Persoonlijk
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Continuïteit
http://www.slideshare.net/erwblo/webcare-werkt
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Snelheid
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Persoonlijk
http://www.slideshare.net/erwblo/webcare-werkt
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Plaats in de organisatie
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Plaats in de organisatie
►Belegt per afdeling:http://twitter.com/kpnhttp://twitter.com/interactievetvhttp://twitter.com/digitennehttp://twitter.com/KPN_webcarehttp://twitter.com/kpnmobile
http://www.watdoenwijmet.nl/diverse-zaken/overzicht-webcare-teams-telecom-providers/
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Plaats in de organisatie
►‘Ergens’ ophangen?
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Plaats in de organisatie
http://www.slideshare.net/Frankwatching/webcare-team-upc
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Plaats in de organisatie
http://www.slideshare.net/anwb/vierer-treffen
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Plaats in de organisatie
ICTMarke-
ting
Communicatie
Website
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Plaats in de organisatie
Marke-ting
Sales
Webshop
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Plaats in de organisatie
Communicatie
??
Intranet
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Plaats in de organisatie
??
Webcare
Marke-ting
Communicatie
Sales
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Complexiteit
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Complexiteit
Customerservice
Corporatecommunic
atie
Marketing
Innovatie
Spontaan
Acuut
Structureel
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Complexiteit
Complexiteit verminderd wanneer:► Afdelingen al samenwerken► Management overstijgt met mandaat
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Competenties
http://www.linkedin.com/
►Functietitels
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Competenties
http://www.linkedin.com/
►Functietitels
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Competenties
Online reputation and webcare | Coordinator webcare-team & office director | Manager Webcareteam | Channel Manager Webcare | Coordinator Webcare Team | Formule/Redactie/Webcare Manager | Supervisor Social Media , Webcare, Customer Care | Commercieel medewerker binnendienst / Webcare | WebCareManager | Webcare Specialist | Webcare medewerker campagneteam | CorporateCommunicatie Medewerker, Online Reputatie Management | Junior Online Reputatie Management | Corporate PR/Reputatie Manager en Woordvoerder | Online reputation expert | Manager Brand & Reputation Management | Online Reputation Manager | Corporate Reputation Manager | Content Manager & Online Reputation Management | manager web relations | Manager MemberCommunication and Web Relations | Communication Officer Web Relations | Social Media Manager
http://www.linkedin.com/
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Competenties
Webcare team=
Vakinhoud x
Servicegerichtx
Online communicatief