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Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
Go WithThe Customer Flow
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Go WithThe Customer Flow

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Presentation at the Selfservice Company UG on March 15, 2012

Presentation at the Selfservice Company UG on March 15, 2012

Published in: Business, Education
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Transcript

  • 1. Go With The Customer Flow Mark.Tamis@touchflows.comMark Tamis http://marktamis.com @MarkTamis #scrm #socbiz #e20
  • 2. A Communications Revolution
  • 3. Social Media – Anytime, Anywhere, Anybody
  • 4. The Balance Has Shifted
  • 5. Exposing customers to messages no longer works
  • 6. You No Longer Control Your Brand
  • 7. Conversation Prism
  • 8. Snowball Souvenir
  • 9. Luckily You Exist !
  • 10. Real Engagement ?
  • 11. Social Media Ivory Tower
  • 12. Shiny Object Syndrome
  • 13. if all you have is a hammer, everything looks like a nail
  • 14. Only 1 % of customer interactions go thru Social Media
  • 15. The Emperors New Clothes
  • 16. Perception Gap
  • 17. Nobody cares about your products, people care about their problems.Customers do not want a relationship with your business,they want the benefits a relationship can offer to them’‘.- David Meerman Scott An SMS is read within 3 minutes of sending 63% of 18-22 yo consumers prefer telephone to online customer service
  • 18. Now Lets Put The Pieces Back Together
  • 19. The result of a business is a satisfied customer – Peter Drucker
  • 20. Jobs To Be Done and Desired Outcomes You Dont Want a Drill, You Want a Hole in the Wall
  • 21. The End of the Sales Funnel
  • 22. The End of the Funnel Is Not The End
  • 23. McKinsey Consumer Decision Journey
  • 24. Right Person, Right Touchpoint, Right Interaction
  • 25. Cross-Touchpoint Experience Management
  • 26. Customer segmentation and service differentation
  • 27. Customer Journey Mapping
  • 28. Touchpoints and Experiences Map
  • 29. Needs, Opportunities and Outcomes Andy Green
  • 30. Value Network Mapping
  • 31. Capabilities and Collaboration Feedback & analysis Capabilities Service Customer &Business Business &Vision & Customer BusinessStrategy Intelligence Outcomes Value Portfolio Proposition
  • 32. Enabling Systems
  • 33. “CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment.It’s the company’s responseto the customer’sownership of the conversation.”- Paul Greenberg
  • 34. Listening holisticallyComplete with Call center, Social Media, Sentiment analysis,Market Research, In-store, Events, Analytics (behavioural)Observation, Transactional and historic, 3rd-party & C2C data...
  • 35. The Experience Continuum
  • 36. Actionable Insights
  • 37. Reduce Frictions In The Customer Flow
  • 38. Everyone Impacts The Customer Flow
  • 39. Breaking Down Silos
  • 40. The Collaborative Enterprise
  • 41. Best BuyAfter 3 months: 2,200 employees / 13,000 questions / 29,000 followers 100 - 125 questions per day
  • 42. You Are Not Alone
  • 43. From Campaign To Continuity From Fear of Change To Value Co-creation
  • 44. Customer and Business Value Co-creation Desired Outcomes for Customer and Business
  • 45. Go With The Customer Flow

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