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Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
Enterprise 2.0 Conference Milano June 2010
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Enterprise 2.0 Conference Milano June 2010

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

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

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  • 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. You Cannot Yell at Your Customers Anymore!
  • 3. The Emergence of the “New” Social Customer The Social customer Fabio Cipriano
  • 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. An Old Ecosystem (company centric)
  • 6. A New Ecosystem (customer centric)
  • 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. Your New Business Model external hybrid internal communities communities communities
  • 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. 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. 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. Collaboration to Meet Desired Outcomes Channels Communities And Consumers Partners & The Collaborative Customers Suppliers Enterprise Social Networks Employees
  • 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. confused?!
  • 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

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