Euro*MBA Winterschool Social CRM

514 views
458 views

Published on

Social Customer Engagement
Background, Examples & Opportunities

Published in: Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
514
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • The world is changing. So is the CRM landscape. Enabled by technological innovation but driven by business needs & requirements. Collaboration, mobility, usability, cloud computing, social CRM and other macro and micro trends will fundamentally change the way we use, interact with and benefit from CRM systems. In the past, CRM was about managing contact information, transactions and reports. But CRM will open up. It will be a platform for teams to collaborate. It will be an environment for social networking. It will be a service supporting sales people, not just in the office. And users will enjoy working with it, because it will help them achieving and exceeding their targets. Blueconomics anticipates and drives the customer potential of “Collaborative CRM” to become reality.
  • Euro*MBA Winterschool Social CRM

    1. 1. Andreas UthmannZurich, November 2012Social Customer EngagementBackground, Examples & Opportunities Copyright 2012 by Blueconomics Business Solutions GmbH
    2. 2. 2About this document This presentation is designed as part of the  Euro*MBA Winterschool «Customer Centric Engagement”  curated by professor Clemens Bechter The objective is to  introduce and discuss the background, examples and opportunities  of social customer engagement It is NOT confidential.  Feel Free to distribute with respect to the underlying copyright of third-party materials  as well as reference to www.Blueconomics.info or this presentation. Copyright 2012 by Blueconomics Business Solutions GmbH
    3. 3. 3About Me, ch.linkedin.com/in/uthmann Copyright 2012 by Blueconomics Business Solutions GmbH
    4. 4. 4Copyright 2012 by Blueconomics Business Solutions GmbH
    5. 5. 5How can You differentiate from competition? Needs & Relationships. Empowering B2B Customer Relationships. Intimacy Cost, Time & Quality. Operational Product Excellence Leadership Innovation, Design & Technology. Copyright 2012 by Blueconomics Business Solutions GmbH
    6. 6. 6Customer Intimacy is CEO Priority #1Source: IBM Institute for Business Value, «Capitalizing on Complexity – Insights from global CEO Study», May 2010. Copyright 2012 by Blueconomics Business Solutions GmbH
    7. 7. 7Copyright 2012 by Blueconomics Business Solutions GmbH
    8. 8. 8Business Opportunities in Social MediaListen EngageSocial Media Monitoring Online SupportContent Collaboration SocialCommunity Media CrowdsourcingSocial Media Marketing Co-innovationPromote Learn Copyright 2012 by Blueconomics Business Solutions GmbH
    9. 9. Social Customer Engagement has arrived Copyright 2012 by Blueconomics Business Solutions GmbH
    10. 10. The «Information Challenge»Win. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
    11. 11. 11i2S Studie 2012: CRM Herausforderungen Copyright 2012 by Blueconomics Business Solutions GmbH
    12. 12. 12The Evolution of Customer Relationship Mgmt. Hierarchies Value Networks Communities 1990+ 2010+ Analytical• Process efficiency • Effectiveness • Strategic decisions• Cycle times • Virtual Teamwork • Market knowledge• Costs • Social networks • Performance• Quality Monitoring • Communication • Reporting Transactional Collaborative 2000+ Copyright 2012 by Blueconomics Business Solutions GmbH
    13. 13. 13Investment PrioritiesSource: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011. Copyright 2012 by Blueconomics Business Solutions GmbH
    14. 14. Combining the Power of 2 Worlds. Win. Grow. SocialSalesMap® Customer Social Relationship More Customers. Management Networks Less Work. (CRM) Copyright 2012 by Blueconomics Business Solutions GmbH
    15. 15. 15Copyright 2012 by Blueconomics Business Solutions GmbH
    16. 16. 16What REALLY is a Social Network?  People Relationships Content Contacts/Pic  Connections  Status Updates Job/Title/CV  Friends  Posts/Tweets Interests  Follower  Pics/Vids/Docs Profile Social Graph Newsfeed Copyright 2012 by Blueconomics Business Solutions GmbH
    17. 17. 17Social Sales ObjectivesSource: CSO Insights, 2012. Copyright 2012 by Blueconomics Business Solutions GmbH
    18. 18. 18The «Social Sales» CycleWho? 2 What? Identify Analyze  1 How? Act 3 Copyright 2012 by Blueconomics Business Solutions GmbH
    19. 19. 19Why «Social Sales»?Source: Aberdeen Group, «Social Selling: Best-in-class Targeting of the Right Message, at the Right Time, for the Right Person», 2012. Copyright 2012 by Blueconomics Business Solutions GmbH
    20. 20. 20Example1: SocialSalesMap.®Win. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
    21. 21. 21Use Case: Identify joint ConnectionsWin. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
    22. 22. Thank you for your support and recognition.Win. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
    23. 23. 23Example2: Nimble Social CRM.More Customers. Less Work.™ Copyright 2012 by Blueconomics Business Solutions GmbH
    24. 24. 24Use Case: Merge Social Identities Copyright 2012 by Blueconomics Business Solutions GmbH
    25. 25. 25The «Social Sales» Cycle 2 Identify Analyze 1 Act 3 Copyright 2012 by Blueconomics Business Solutions GmbH
    26. 26. 26Enhance Your Sales Network Hunt Manage Strategic Sales Opportunities Farm Develop Key/Target Accounts Copyright 2012 by Blueconomics Business Solutions GmbH
    27. 27. 27Copyright 2012 by Blueconomics Business Solutions GmbH
    28. 28. 28Why Social Relationship Management? Business Lifecycle Cross- & Growth Revenue Upselling Increase Optimize Collaborate Win Rate Touchpoints Effectively Drive Your Sales, Marketing and Service Effectiveness by leveraging the power of collaboration, social networks and CRM. Pro-Active Enhance Mitigation Efficiency Risks Costs Copyright 2012 by Blueconomics Business Solutions GmbH
    29. 29. 29Source: McKinsey & Company,»Business and Web 2.0: An interactive feature”, November 2011. Copyright 2012 by Blueconomics Business Solutions GmbH
    30. 30. Executive Expectation: High Potential Copyright 2012 by Blueconomics Business Solutions GmbH
    31. 31. 31Surprise, Surprise... Copyright 2012 by Blueconomics Business Solutions GmbH
    32. 32. 32Source: McKinsey & Company, November 2012. Copyright 2012 by Blueconomics Business Solutions GmbH
    33. 33. 33Enjoy the holiday season... Copyright 2012 by Blueconomics Business Solutions GmbH
    34. 34. Shake upYour B2BSales.
    35. 35. 35 www.Blueconomics.infoCopyright 2012 by Blueconomics Business Solutions GmbH

    ×