Social CRM  is about theSocial Customer,     not just  Social Media                   mark.tamis@Net-7.fr    Mark Tamis   ...
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 th...
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   Servic...
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-...
Social CRM  is about theSocial Customer,     not just  Social Media                   mark.tamis@Net-7.fr    Mark Tamis   ...
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Social CRM is about the Social Customer, not just Social Media

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My presentation at Social CRM 2011 Paris on Dec 6, 2011 (Our Social Times)

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

  1. 1. Social CRM is about theSocial Customer, not just Social Media mark.tamis@Net-7.fr Mark Tamis http://marktamis.com @MarkTamis #scrm #socbiz #e20
  2. 2. A Communications Revolution
  3. 3. The Balance Has Shifted
  4. 4. Business Partnership
  5. 5. Your Company Is Like The Eiffel Tower
  6. 6. Can You Hear What Theyre Saying Down There?
  7. 7. Do You Find This View Inviting or Ominous?
  8. 8. Which Direction Should My Company Take?
  9. 9. 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
  10. 10. Moving Beyond Contact and Transactional Data
  11. 11. Cross-Touchpoint Customer Experiences
  12. 12. What and Who Matters to Whom And In Which Context?
  13. 13. « Markets are conversations » Feedback & analysis Capabilities Service Customer &Business Business &Vision & Customer BusinessStrategy Intelligence Outcomes Value Portfolio Proposition
  14. 14. Understanding and MeetingCustomer Desired Outcomes in the context of their Jobs-to-be-Done
  15. 15. Understand Interests and Sentiment
  16. 16. Desired Outcomes in Customer Care
  17. 17. Customer Experience Map
  18. 18. Value Network Analysis
  19. 19. Customer Collaboration
  20. 20. FromCampaign toContinuity From Fear of Change to Value Co-creation
  21. 21. 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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