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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/

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

Published in Business , Technology
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  • 1. The Future of Social CRM
  • 2. ...Lies Beyond Social Media
  • 3. The result of a business is a satisfied customer – Peter Drucker
  • 4. Your Company and Customers Are Like The Eiffel Tower
  • 5. Can You Hear What They're Saying Down There?
  • 6. Do You Find This View Inviting or Ominous?
  • 7. The Balance Has Shifted
  • 8. You Don't Acquire or Sell To Customers, They Buy From You
  • 9. Align Customer Experience Expectations
  • 10. Broadcasting And Not Listening is Ineffective Oh, And BTW, Customers No Longer Trust You
  • 11. Moving Beyond Contact and Transactional Data
  • 12. Which Direction For Each Business Function?
  • 13. Understanding and Meeting Customer Desired Outcomes Customer Insights
  • 14. Understand Interests and Sentiment
  • 15. Big Data, Voice of Customer And Sentiment Analysis Leverage Social Graphs and Social Networks
  • 16. What and Who Matters to Whom And In Which Context? People-driven Segmentation
  • 17. Connecting People and Networks – Friend Discovery Engage, Learn, and Share
  • 18. 'Unio' is Latin For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy
  • 19. Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth
  • 20. Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth
  • 21. Innovation Sourcing Trendspotting, Crowd & Smartsourcing
  • 22. Co-Create Value With Your Customers
  • 23. Sales - From Gatekeeper To Consultant Everyone Can Impact The Customer Experience
  • 24. Collaboration For, Around and With Customers
  • 25. Collaboration Is The Missing Piece Of the Puzzle The Collaborative Enterprise
  • 26. What Are The Risks?
  • 27. Open the Gold Guilded Gates
  • 28. Avoid Silo Thinking
  • 29. Agility, Flexibility, Empowerment Getting Lost In Data
  • 30. Mark Tamis [email_address] http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2011
  • 31.
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