Social CRM Presentation at Cebit Webciety, March 2, 2011
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Social CRM Presentation at Cebit Webciety, March 2, 2011

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My presentation at CeBIT webciety on March 2, 2011. This served as an introduction to the ensuing Panel discussion between Martin Schneider of SugarCRM, Ulf Brandes of Deutsche Messe Interactive and ...

My presentation at CeBIT webciety on March 2, 2011. This served as an introduction to the ensuing Panel discussion between Martin Schneider of SugarCRM, Ulf Brandes of Deutsche Messe Interactive and myself

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http://www.olafmolenaar.com 78
http://www.conseilsmarketing.fr 69
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http://socialmedianederland.com 23
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Social CRM Presentation at Cebit Webciety, March 2, 2011 Presentation Transcript

  • 1. Your Company and Customers Are Like The Eiffel Tower
  • 2. Can You Hear What Theyre Saying Down There?
  • 3. Do You Find This View Inviting or Ominous?
  • 4. The Balance Has Shifted
  • 5. You Dont Acquire or Sell To Customers, They Buy From You
  • 6. Understanding and Meeting Customer Desired Outcomes
  • 7. Moving Beyond Contact and Transactional Data
  • 8. Understand Interests and Sentiment
  • 9. What and Who Matters to Whom And In Which Context? People-driven Segmentation
  • 10. Connecting People and NetworksEngage, Learn, and Share
  • 11. In Which Direction Should I Take My Company?
  • 12. Unio is Latin For Onion One or Unity
  • 13. Knowledge Flows, Peer Support and Word of Mouth Internet / General Public Customers Community Superusers Staff
  • 14. Knowledge Flows, Peer Support and Word of Mouth Internet / General Public Customers Community Superusers Staff
  • 15. Align Customer Experience Expectations
  • 16. Leverage Customer Feedback Loops
  • 17. Co-create and Innovate With Your Customers
  • 18. B2B, From Gatekeeper To Coordinator
  • 19. Organise Collaboration Around and With Customers
  • 20. Mark Tamis mark.tamis@Net-7.fr http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2011
  • 21. Image sourceshttp://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpghttp://i274.photobucket.com/albums/jj258/glamazon67/Eiffel_Tower___Looking_Down___by_Ch.jpghttp://i220.photobucket.com/albums/dd119/xzoallisonozx/paris/IMG_0013.jpghttp://i175.photobucket.com/albums/w125/slickschultzy/Paris/IMG_2091.jpghttp://kristinasworld.files.wordpress.com/2007/09/onion1.jpghttp://i99.photobucket.com/albums/l302/holymosses/070305_synapse_300.jpghttp://i347.photobucket.com/albums/p462/wantsomethingelse/wolfw-wetzler-1.jpghttp://i558.photobucket.com/albums/ss22/jmf1066/obamasdriversliscense.jpghttp://i583.photobucket.com/albums/ss274/mrbojangles383538/2%20week%20break/P4170057.jpghttp://www.cg-files.com/cgpicture/Creating-a-CD-PLayer-in-Photoshop-Tutorial/Creating-a-CD-PLayer-in-Photoshop-Tutorial1.jpghttp://copenhagencocreation.com/category/what-is-co-creation/http://i100.photobucket.com/albums/m23/joannmp/100_0216.jpghttp://www.php2k.com/blog/3d-max-studio-tutorials/3dsmax-3d-garden-see-saw-model-tutorial/http://www.healthcare-informatics.com/Media/BlogMembers/Collaborate%20around%20health%20it.jpghttp://serendip.brynmawr.edu/exchange/files/images/collaborate.jpg