The Future of Social CRM
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The Future of Social CRM

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My presentation at Social CRM 2011 on May 6 in London

My presentation at Social CRM 2011 on May 6 in London
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The Future of Social CRM The Future of Social CRM Presentation Transcript

  • The Future of Social CRM
  • ...Lies Beyond Social Media
  • The result of a business is a satisfied customer – Peter Drucker View slide
  • Your Company and Customers Are Like The Eiffel Tower View slide
  • 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
  • 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