Community Relationship Management
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This document discusses business-to-community relationship management solutions. It outlines the drivers for social computing including the social web and enterprise 2.0. It describes challenges around the dynamic nature of social media. The document then presents existing B2CRM approaches and patterns before detailing the architecture of an on-premise B2CRM solution including integration with line of business systems and analytics. It emphasizes community engagement, aggregation of data, and integration into existing systems.
![Enterprises Going Social Community Relationship Management Social Computing for Businesses beyond the four walls of the corporation Christof Sprenger, [email_address] Platform Architecture Team Microsoft](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Community Relationship Management
- 2. Enterprises Going Social Community Relationship Management Social Computing for Businesses beyond the four walls of the corporation Christof Sprenger, [email_address] Platform Architecture Team Microsoft
- 3. Overview Open Space/Roundtable Sessions
- 5. Social Computing Drivers and Challenges
- 6. Web 2.0 Many colorful definitions
- 10. The Social Web
- 12. Enterprise and Social ?
- 15. B2CRM Solutions
- 17. Business to Community Relationship Management Marketing & Sales Customer Support Training New Product/Service Development Hiring
- 18. Business to Community Relationship Management
- 20. Viral Content
- 21. Jeep’s presence on Facebook
- 22. Dell's Ideastorm
- 23. Business to Community Relationship Management Marketing & Sales Customer Support Training New Product/Service Development Hiring
- 25. Long Term Needs
- 26. Architecture of B2CRM solutions
- 27. Enterprise Social Computing - Solution Framework Desktop Browser Mobile Enterprise Portals Enterprise Social Computing Clients Web Communities Non-Affiliated Communities LOB Systems ECM BI LOB Integration Portal Framework Web Community Sites WCM … BPM Enterprise Search User Profiles … Customers Partners Enterprise Productivity Services Social Services Enterprise-to-Community Services EMM Enterprise Social Computing Platform
- 28. Business-2-Community Relationship Management On-Premise Solution Communities Employees Content Authoring & Management Administration Analytics Office Clients Windows .NET Framework SharePoint Server B2CRM Services LOB Systems AuthN AuthZ Community Content Management Community Intelligence Administration Community Networking Content Mgmt Business Intelligence LOB Integration Portal Metadata Mgmt 3 rd Party Social Networking Services 3 rd Party Social Media Services B-2-Community Portal SharePoint Portal SharePoint Portals
- 29. Why another Hub?
- 31. Business-2-Community Relationship Management On-Premise Solution Communities Employees Content Authoring & Management Administration Analytics Office Clients Windows .NET Framework SharePoint Server B2CRM Services LOB Systems AuthN AuthZ Community Content Management Community Intelligence Administration Community Networking Content Mgmt Business Intelligence LOB Integration Portal Metadata Mgmt 3 rd Party Social Networking Services 3 rd Party Social Media Services B-2-Community Portal SharePoint Portal SharePoint Portals
- 34. B2CRM Intelligence Community engagement scorecard
- 35. Share our understanding Blog Web site Newsletter Podcast Vblog Screen cast Blogs Forums Web Sites Newsletters Screen casts Conferences
- 38. Business-2-Community Relationship Management On-Premise Solution Communities Employees Content Authoring & Management Administration Analytics Office Clients Windows .NET Framework SharePoint Server B2CRM Services LOB Systems AuthN AuthZ Community Content Management Community Intelligence Administration Community Networking Content Mgmt Business Intelligence LOB Integration Portal Metadata Mgmt 3 rd Party Social Networking Services 3 rd Party Social Media Services B-2-Community Portal SharePoint Portal SharePoint Portals
- 39. LOB Integration
- 40. Enterprise Project Management Enterprise Community Project Service ERP System Project management Account Profile Project Browsing Project Proposals Project Deliverables Identity Messaging Workflow
- 41. Summary
- 42. Business to Community Relationship Management
- 45. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
- 46. Integration mandate Business-2-Community Relationship Management Solution Taxonomy
Editor's Notes
- 06/06/09 11:20 © 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.