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The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09
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The New Customer Relationship Landscape, Web 2.0 Expo NY, 11/17/09

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Given at Web 2.0 Expo NY, 11/17/09.

Given at Web 2.0 Expo NY, 11/17/09.

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  • 1. http://www.flickr.com/photos/lifeasart/
  • 2. “blog”
  • 3. “ajax” “blog”
  • 4. 28,000 companies
  • 5. Where Social Media meets Customer Service Product Ideation Immersive Testing Launch Customer Service New Products, Buyers, Features, Buzz, Promotion, Problems, Questions, New Uses Pricing, Service Marketing Ideas
  • 6. Where Social Media meets Customer Service Customer Service Product Ideation Immersive Testing Launch Problems, Questions, New Products, Buyers, Features, Buzz, Promotion, Ideas New Uses Pricing, Service Marketing Social Effects
  • 7. http://www.flickr.com/photos/kendrick/
  • 8. http://www.flickr.com/photos/claudio_ar/
  • 9. Comcast Cares / Twitter / TechCrunch
  • 10. 1 year later
  • 11. http://www.flickr.com/photos/claudio_ar/
  • 12. http://www.flickr.com/photos/libraryman/
  • 13. Losing Control: 8 Steps to Success in a post 2.0 World
  • 14. http://www.flickr.com/photos/takomabibelot/
  • 15. 1. Organizations get that their customers are out there. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.
  • 16. http://www.flickr.com/photos/bachmont/
  • 17. http://www.flickr.com/photos/generated/
  • 18. http://www.flickr.com/photos/oskay/
  • 19. http://www.slideshare.net/leisa/
  • 20. 1. Customer service? 2. Marketing and Brand development? 3. Product development? 4. Business development? 5. Advertising? 6.Human Resources?
  • 21. In Summary
  • 22. http://www.flickr.com/photos/claudio_ar/
  • 23. http://www.flickr.com/photos/libraryman/
  • 24. 1. Organizations get that their customers are out there now. 2. Every part of the organizational value chain is now aware of the customer, and the impact that can have on their piece of the business. 3. Most organizations have no idea what to do about that.
  • 25. http://www.flickr.com/photos/kendrick/
  • 26. 1. Customer service 2. Marketing and Brand development 3. Product development 4. Business development 5. Advertising 6.Human Resources
  • 27. Lane Becker Email me at lane@getsatisfaction.com AIM me at monstro9 On Twitter @monstro On Facebook at /laneb Or even give me a call at 1-415-867-1708 http://www.flickr.com/photos/blackbeltjones/

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