Social CRM,Prem Kumar Aparanaji, Evangelist Social CRM, Cognizant

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

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

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

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

Social CRM,Prem Kumar Aparanaji, Evangelist Social CRM, Cognizant

by India Social on Dec 21, 2010

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Social CRM,Prem Kumar Aparanaji, Evangelist Social CRM, Cognizant — Presentation Transcript

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