Social CRM is about the Social Customer, not just Social Media

Social CRM is about theSocial Customer, not just Social Media mark.tamis@Net-7.fr Mark Tamis http://marktamis.com @MarkTamis #scrm #socbiz #e20

A Communications Revolution

The Balance Has Shifted

Business Partnership

Your Company Is Like The Eiffel Tower

Can You Hear What Theyre Saying Down There?

Do You Find This View Inviting or Ominous?

Which Direction Should My Company Take?

The Promise of CRMFor The Customeroffers the potential for customised solutions,superior service and reduced costs over thelifetime of their relationship with the firm For The Firm ability to gather customer data swiftly, identify the most valuable customers over time and increase customer retention

Moving Beyond Contact and Transactional Data

Cross-Touchpoint Customer Experiences

What and Who Matters to Whom And In Which Context?

« Markets are conversations » Feedback & analysis Capabilities Service Customer &Business Business &Vision & Customer BusinessStrategy Intelligence Outcomes Value Portfolio Proposition

Understanding and MeetingCustomer Desired Outcomes in the context of their Jobs-to-be-Done

Understand Interests and Sentiment

Desired Outcomes in Customer Care

Customer Experience Map

Value Network Analysis

Customer Collaboration

FromCampaign toContinuity From Fear of Change to Value Co-creation

Social CRM is about theSocial Customer, not just Social Media mark.tamis@Net-7.fr Mark Tamis http://marktamis.com @MarkTamis #scrm #socbiz #e20

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Social CRM is about the Social Customer, not just Social Media

by Mark Tamis

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