On Social CRM - Will McInnes

On Social CRM @willmcinnes

the 1/9/90 rule Clients

Future of SCRM

‘ Acquire ’ or ‘Get customers’
‘ Enhance ’ or ‘Make the experience better’
‘ Retain ’ or ‘Keep customers’
the 1/9/90 rule Traditional CRM phases

Not joined up

Unicorn land

But is this SCRM?

the 1/9/90 rule
Everything is easy for everyone
The consumer is in control of their stuff
The organisation is in control of their stuff
All the databases sing together like a gospel choir, sweet and heavenly

Create stronger loyalty by offering tailored stuff
Move faster and better than competitors by knowing more, sooner
Reduce operating costs by minimising faff, replication and silliness
http://www.flickr.com/photos/icelandic_sheepdog/3071125716/ The prize

the 1/9/90 rule
Buzz monitoring
Community engagement
Community at scale
How we got here

the 1/9/90 rule
Buzz monitoring
Community at scale
Joining up data sources
Then doing something meaningful with the results…
The mission

http://www.flickr.com/photos/abecity/2735645881/

Phases of SCRM
Buzz monitoring
Community at scale
--------- we are here
Joining up

http://www.flickr.com/photos/id-iom/3325655624/sizes/z/

the 1/9/90 rule SCRM wishlist
Involves Customer Service
Offers consumers an SLA
Documented, working processes across the organisation
Appropriate systems and technology in place
Internal training
Underpinned by clear and agreed definition of value
Manages privacy
Is proactive
Handles unstructured data
Highly contextual

Thanks – let’s discuss @willmcinnes

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On Social CRM - Will McInnes

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