The Future of Social CRM

...Lies Beyond Social Media

The result of a business is a satisfied customer – Peter Drucker

Your Company and Customers Are Like The Eiffel Tower

Can You Hear What Theyre Saying Down There?

Do You Find This View Inviting or Ominous?

The Balance Has Shifted

You Dont Acquire or Sell To Customers, They Buy From You

Align Customer Experience Expectations

Broadcasting And Not Listening is IneffectiveOh, And BTW, Customers No Longer Trust You

Moving Beyond Contact and Transactional Data

Which Direction For Each Business Function?

Customer Insights Understanding and Meeting Customer Desired Outcomes

Understand Interests and Sentiment

Big Data, Voice of Customer And Sentiment AnalysisLeverage Social Graphs and Social Networks

What and Who Matters to Whom And In Which Context? People-driven Segmentation

Connecting People and Networks – Friend DiscoveryEngage, Learn, and Share

Unio is Latin For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy

Knowledge Flows, Peer Support and Word of Mouth Internet / General Public Customers Community Superusers Staff

Innovation SourcingTrendspotting, Crowd & Smartsourcing

Co-Create Value With Your Customers

Sales - From Gatekeeper To Consultant Everyone Can Impact The Customer Experience

Collaboration For, Around and With Customers

Collaboration Is The Missing Piece Of the PuzzleThe Collaborative Enterprise

What Are The Risks?

Open the Gold Guilded Gates

Avoid Silo Thinking

Getting Lost In DataAgility, Flexibility, Empowerment

Mark Tamis mark.tamis@Net-7.fr http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2011

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.jpghttp://aworldwithin.files.wordpress.com/2008/04/new-137.jpg

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The Future of Social CRM

by Mark Tamis on May 07, 2011

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The Future of Social CRM — Presentation Transcript