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 They're Saying Down There?
Do You Find This View Inviting or Ominous?
The Balance Has Shifted
You Don't Acquire or Sell To Customers, They Buy From You
Align Customer Experience Expectations
Broadcasting And Not Listening is Ineffective  Oh, And BTW, Customers No Longer Trust You
Moving Beyond Contact and Transactional Data
Which Direction For Each Business Function?
Understanding and Meeting Customer Desired Outcomes  Customer Insights
Understand Interests and Sentiment
Big Data, Voice of Customer And Sentiment Analysis  Leverage Social Graphs and Social Networks
What and Who Matters to Whom And In Which Context? People-driven Segmentation
Connecting People and Networks – Friend Discovery Engage, Learn, and Share
'Unio' is Latin For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy
Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth
Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth
Innovation Sourcing Trendspotting, 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 Puzzle The Collaborative Enterprise
What Are The Risks?
Open the Gold Guilded Gates
Avoid Silo Thinking
Agility, Flexibility, Empowerment Getting Lost In Data
Mark Tamis [email_address] http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2...
<ul><li>Image sources </li></ul><ul><li>http://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpg </li></ul><...
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The Future of Social CRM

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Presentation by Mark Tamis @MarkTamis Social CRM & Social Business Strategist, Net-7. from the Social CRM Conference 2011 #scrm11 http://www.oursocialtimes.com/socialCRMLondon/

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The Future of Social CRM

  1. 1. The Future of Social CRM
  2. 2. ...Lies Beyond Social Media
  3. 3. The result of a business is a satisfied customer – Peter Drucker
  4. 4. Your Company and Customers Are Like The Eiffel Tower
  5. 5. Can You Hear What They're Saying Down There?
  6. 6. Do You Find This View Inviting or Ominous?
  7. 7. The Balance Has Shifted
  8. 8. You Don't Acquire or Sell To Customers, They Buy From You
  9. 9. Align Customer Experience Expectations
  10. 10. Broadcasting And Not Listening is Ineffective Oh, And BTW, Customers No Longer Trust You
  11. 11. Moving Beyond Contact and Transactional Data
  12. 12. Which Direction For Each Business Function?
  13. 13. Understanding and Meeting Customer Desired Outcomes Customer Insights
  14. 14. Understand Interests and Sentiment
  15. 15. Big Data, Voice of Customer And Sentiment Analysis Leverage Social Graphs and Social Networks
  16. 16. What and Who Matters to Whom And In Which Context? People-driven Segmentation
  17. 17. Connecting People and Networks – Friend Discovery Engage, Learn, and Share
  18. 18. 'Unio' is Latin For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy
  19. 19. Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth
  20. 20. Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth
  21. 21. Innovation Sourcing Trendspotting, Crowd & Smartsourcing
  22. 22. Co-Create Value With Your Customers
  23. 23. Sales - From Gatekeeper To Consultant Everyone Can Impact The Customer Experience
  24. 24. Collaboration For, Around and With Customers
  25. 25. Collaboration Is The Missing Piece Of the Puzzle The Collaborative Enterprise
  26. 26. What Are The Risks?
  27. 27. Open the Gold Guilded Gates
  28. 28. Avoid Silo Thinking
  29. 29. Agility, Flexibility, Empowerment Getting Lost In Data
  30. 30. Mark Tamis [email_address] http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2011
  31. 31. <ul><li>Image sources </li></ul><ul><li>http://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpg </li></ul><ul><li>http://i274.photobucket.com/albums/jj258/glamazon67/Eiffel_Tower___Looking_Down___by_Ch.jpg </li></ul><ul><li>http://i220.photobucket.com/albums/dd119/xzoallisonozx/paris/IMG_0013.jpg </li></ul><ul><li>http://i175.photobucket.com/albums/w125/slickschultzy/Paris/IMG_2091.jpg </li></ul><ul><li>http://kristinasworld.files.wordpress.com/2007/09/onion1.jpg </li></ul><ul><li>http://i99.photobucket.com/albums/l302/holymosses/070305_synapse_300.jpg </li></ul><ul><li>http://i347.photobucket.com/albums/p462/wantsomethingelse/wolfw-wetzler-1.jpg </li></ul><ul><li>http://i558.photobucket.com/albums/ss22/jmf1066/obamasdriversliscense.jpg </li></ul><ul><li>http://i583.photobucket.com/albums/ss274/mrbojangles383538/2%20week%20break/P4170057.jpg </li></ul><ul><li>http://www.cg-files.com/cgpicture/Creating-a-CD-PLayer-in-Photoshop-Tutorial/Creating-a-CD-PLayer-in-Photoshop-Tutorial1.jpg </li></ul><ul><li>http://copenhagencocreation.com/category/what-is-co-creation/ </li></ul><ul><li>http://i100.photobucket.com/albums/m23/joannmp/100_0216.jpg </li></ul><ul><li>http://www.php2k.com/blog/3d-max-studio-tutorials/3dsmax-3d-garden-see-saw-model-tutorial/ </li></ul><ul><li>http://www.healthcare-informatics.com/Media/BlogMembers/Collaborate%20around%20health%20it.jpg </li></ul><ul><li>http://serendip.brynmawr.edu/exchange/files/images/collaborate.jpg </li></ul><ul><li>http://aworldwithin.files.wordpress.com/2008/04/new-137.jpg </li></ul>

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