How extending enterprise 2.0 beyond your internal world makes sense – and money




                                      ...
You Cannot Yell at Your Customers Anymore!
The Emergence of the “New” Social Customer




                      The
                     Social
                    c...
The Social Customer Fits into your Ecosystem Now…



                      Customer              Customer
                ...
An Old Ecosystem (company centric)
A New Ecosystem (customer centric)
First Thing? Your Business Model – Throw it Away…
       Competitive                                        Customer
     ...
Your New Business Model




   external         hybrid        internal
 communities      communities   communities
Building a Collaborative Enterprise – Step 1

                                   Customers

                              ...
Building a Collaborative Enterprise – Step 2

  Channels

   Gain

and
provide
customer


  insights
from
channels
      ...
The
Collaborative
Enterprise
=
Engagement

                         Collaborate
around


                          and
wi...
Collaboration to Meet Desired Outcomes


                Channels

                                      Communities
     ...
Remember When Doing This…

Customers are More Connected to Each Other Than to Your
 Firm


Customers are Following the Dir...
confused?!
How extending enterprise 2.0 beyond your internal world makes sense – and money




                                    Ma...
Enterprise 2.0 Conference Milano June 2010
Upcoming SlideShare
Loading in...5
×

Enterprise 2.0 Conference Milano June 2010

903

Published on

Social CRM presentation at the Enterprise 2.0 Conference in Milan, June 9-10, 2010 - Esteban Kolsky @ekolsky and Mark Tamis @MarkTamis

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
903
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
17
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Enterprise 2.0 Conference Milano June 2010

  1. 1. How extending enterprise 2.0 beyond your internal world makes sense – and money Una Nuova Era Di Coinvolgimento Del Mark Tamis – Net-7 Cliente Tramite Esteban Kolsky - thinkJar il Social CRM except where otherwise noted, this work is licensed under creative commons 3.0
  2. 2. You Cannot Yell at Your Customers Anymore!
  3. 3. The Emergence of the “New” Social Customer The Social customer Fabio Cipriano
  4. 4. The Social Customer Fits into your Ecosystem Now… Customer Customer Customer Customer Customer Customer Customer Competitor Partner Customer Customer Your company Customer Customer Customer Customer Fabio Cipriano
  5. 5. An Old Ecosystem (company centric)
  6. 6. A New Ecosystem (customer centric)
  7. 7. First Thing? Your Business Model – Throw it Away… Competitive Customer Forces Demand Strategy Channels, Legal Partners and Environment Business Business Suppliers Model Model Governance Technology Social Environment Technology
  8. 8. Your New Business Model external hybrid internal communities communities communities
  9. 9. Building a Collaborative Enterprise – Step 1 Customers
  Voice
of
Customer
 Customers (feedback)
 Collaborative  Co‐creation
&
Concept
 Enterprise Validation
(ideation)
  Peer‐to‐peer
Support
  Tribal
Knowledge
 (community‐generated,
 community‐managed)
 Employees
 Consumers  Customer
Ticket
Resolution
 Employees &  Collaborate
in
hybrid
 Communities communities

  Customer
Care,
Marketing,
Sales
  Participate
in
E2.0
efforts

  10. 10. Building a Collaborative Enterprise – Step 2 Channels
  Gain

and
provide
customer
 insights
from
channels
 Consumers  Buying
behaviour
 & Channels  Customer
experience
 Communities management
loop
 Partners
&
Suppliers
  Customer
Service
  Customer
Insights
Exchange
  Co‐design
 Partners & Collaborative  Value
Chain
Collaboration
 Suppliers Enterprise
  11. 11. The
Collaborative
Enterprise
=
Engagement
   Collaborate
around
 and
with
Clients
&
 Consumers
   Collaborate
to

 E2.0   Understand
Jobs‐to‐ be‐Done
   Co‐Create
to
meet
 expectations
   Act
on
Customer
 Social Insights
 CRM   Provide
the
expected
 Customer
Experience
   Collaborate
to
 include
value
chain The Collaborative Enterprise
  12. 12. Collaboration to Meet Desired Outcomes Channels Communities And Consumers Partners & The Collaborative Customers Suppliers Enterprise Social Networks Employees
  13. 13. Remember When Doing This… Customers are More Connected to Each Other Than to Your Firm Customers are Following the Direction Provided by the Social Network Organizations are Following the Direction Provided by the Technology, Should Follow the Direction Provided by Their Strategy Convergence of SCRM and E2.0 Occurs in Communities
  14. 14. confused?!
  15. 15. How extending enterprise 2.0 beyond your internal world makes sense – and money Mark Tamis – Net-7 @MarkTamis http://marktamis.com Esteban Kolsky – thinkJar @ekolsky http://estebankolsky.com Una Nuova Era Di Coinvolgimento Del Cliente Tramite il Social CRM except where otherwise noted, this work is licensed under creative commons 3.0
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×