2010 | Defining Social CRM

Deﬁning Social CRM Peter Kim Managing Director, North America May 2010

Dachis Group | Social CRM How does CRM become social? From To Roles Customer service representatives All employees engage Function Process-centric Conversation-centric Approach Contact management Community management Channels Well-deﬁned Dynamic and evolving Value Periodic customer connections Sustained engagement Model Simple transactions Complex relationships ® 2010 Dachis Group. Conﬁdential and Proprietary

Dachis Group | Social CRM Visualizing the Social CRM ecosystem Participation and Structured and oversight unstructured data Employees Self- service Community generated activity sCRM Customers • Open participation channels • Community-driven Collective • Joint accumulated value intelligence • Scalable relationships • Improved and emergent outcomes ® 2010 Dachis Group. Conﬁdential and Proprietary

Dachis Group | Social CRM About Dachis Group • Founded in 2008 • Located in Austin, Portland, St. Louis, London, Amsterdam, and Sydney • Deliver research, strategy, and implementation The Estee Lauder Companies Coca-Cola Yum! Brands Citibank Intuit: TurboTax Forbes, Inc. ® 2010 Dachis Group. Conﬁdential and Proprietary

Thank you http://www.dachisgroup.com + 1 512 275-7825 info@dachisgroup.com

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2010 | Defining Social CRM

by Dachis Group on May 19, 2010

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2010 | Defining Social CRM — Presentation Transcript