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

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, 2011

Image sources
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The Future of Social CRM

by Our Social Times on May 06, 2011

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The Future of Social CRM — Presentation Transcript