Social CRM#ISS10Prem Kumar AparanjiEvangelist – Social CRMDecember 2010©2010, Cognizant | All rights reserved. The informa...
Understanding “Social”    | ©2010, Cognizant Technology Solutions1
Characteristics                                     Digital                                     • No costs (production/dis...
Characteristics (contd.)                                     Visible                                     • What (user gene...
“Social” @ Enterprises    | ©2010, Cognizant Technology Solutions4
The Value & Values for EnterprisesScope of participationextends to Employees,                      InnovationCustomers & S...
The Social Customer    | ©2010, Cognizant Technology Solutions6
Customer Relationships                          Acquire             Retain   Enhance7   | ©2010, Cognizant Technology Solu...
The Social Customer                                                              WOM                                      ...
Social CRM Yatra    | ©2010, Cognizant Technology Solutions9
Social CRM                                                    Social Media                                                ...
Thank you                                                                        @prem_k                                  ...
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Social crm, prem kumar aparanaji, evangelist social crm, cognizant

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Social crm, prem kumar aparanaji, evangelist social crm, cognizant

  1. 1. Social CRM#ISS10Prem Kumar AparanjiEvangelist – Social CRMDecember 2010©2010, Cognizant | All rights reserved. The information contained herein is subject to change without notice.
  2. 2. Understanding “Social” | ©2010, Cognizant Technology Solutions1
  3. 3. Characteristics Digital • No costs (production/distribution) • No „gatekeepers‟ (publishing) Pro-active • Articulation (reviews, fan sites) • Co-creation („beta‟ testing, reporting flaws, ideating, helping other users) Networks • Explicit (Social Networking/Gaming/etc. sites) • Implicit (Communication/transaction patterns)2 | ©2010, Cognizant Technology Solutions
  4. 4. Characteristics (contd.) Visible • What (user generated content can be seen by others) • Where (services can see location of user) Real-time & Memory • Consumed at the time of production • Available indefinitely Ubiquitous • Mobiles • Internet of Things3 | ©2010, Cognizant Technology Solutions
  5. 5. “Social” @ Enterprises | ©2010, Cognizant Technology Solutions4
  6. 6. The Value & Values for EnterprisesScope of participationextends to Employees, InnovationCustomers & Society Learning Tasks Social software adoption starts with tasks (problem solving) and moves to social learning & innovation – John Hagel III | ©2010, Cognizant Technology Solutions
  7. 7. The Social Customer | ©2010, Cognizant Technology Solutions6
  8. 8. Customer Relationships Acquire Retain Enhance7 | ©2010, Cognizant Technology Solutions
  9. 9. The Social Customer WOM Complaints referral Co-creation Transaction8 | ©2010, Cognizant Technology Solutions
  10. 10. Social CRM Yatra | ©2010, Cognizant Technology Solutions9
  11. 11. Social CRM Social Media User Generated Broadcast Listen Real Time Content Social Networks Communities WOM, Viral Collaborate Influence Social CRM Understand Customer Customer Measure Measure Customers Engagement Experience Customers Outcomes10 | ©2010, Cognizant Technology Solutions
  12. 12. Thank you @prem_k http://j.mp/prem_k©2010, Cognizant | All rights reserved. The information contained herein is subject to change without notice.
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