What Customer Relationship Management entails in the 21st Century

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  • 1. What CustomerRelationshipManagement means Sameer Patelin the 21st Century. @sameerpatel Blog: Pretzellogic.org Sovos Group
  • 2. $13 Billion Gartner- 2011 CRM software market size estimate
  • 3. $13Billion Gartner- 2011 CRM software market size estimate
  • 4. 9% Sameer Patel | Pretzellogic.org | @sameerpatel Gartner - 2011 CRM spend increase 4
  • 5. Question 1:What exactly is CRM usedfor?Question 2:Where are these customers that we want to havethat relationship with?Question 3:And what do these prospect and customers expect? 5
  • 6. To Update… …Forecasts …Leads …Contacts …Opportunities …WinsCRM is…..one…giant…contact managementand reporting tool. 6
  • 7. Question 1:What exactly is CRM used for??Question 2:Where are these customers thatwe want to have thatrelationship with?Question 3:And what do these prospect and customers expect? 7
  • 8. ….have had exit enoughCustomers today.... 8
  • 9. 200 MillionAmericanshaveregistered forthe FTC’s ‘DoNot Call’ list. Sameer Patel | Pretzellogic.org | @sameerpatel Source: FTC 2010 9
  • 10. 91% of emailusers haveunsubscribedfrom a companyemail theypreviously optedinto. Source: Exaact Target 2001 10
  • 11. Dear,<insert name here > 11
  • 12. Internet users in theUS….…spend 3 timesmore time on thesocial networksand blogs……than they do inEmail Source: Neilson Company 2009
  • 13. Use of Social Media as a Business Information Resource byIndustry Real Estate and Construction Healthcare Media and Entertainment Automotive Computers and Software Food and BeverageWhere are buyers increasingly hanging out? Business.com Social Media Benchmarking Study 2009 13
  • 14. Access to social and traditional web content now equalized Sameer Patel | Pretzellogic.org | @sameerpatel 14
  • 15. Question 1:What exactly is CRM used for?Question 2:Where are these customers that we want to havethat relationship with?Question 3:And what do theseprospects and customersexpect? 15
  • 16. Share 42 % Opinion Interact 23 % with BrandsToday’s Customer Expectations 2011 IBM Study – “From Social Media to Social CRM” 16
  • 17. 61% want Discounts55% want to make a PurchaseBUT…53% want tolearn more about whatyou sell. IBM - From Social Media to Social CRM 17
  • 18. Tenants of customerRelationshipmanagement in the 21 st Century 18
  • 19. Engagement Expert Answers Not Data Global Competency Minimal Latency but Local Relevancycustomer relationship expectations in the 21st century 19
  • 20. …peoplelikethem.. 20
  • 21. …yourinternalexperts Sameer Patel | Pretzellogic.org | @sameerpatel 21
  • 22. …your partners and suppliers…Sameer Patel | Pretzellogic.org | @sameerpatel 22
  • 23. …andthose atthe edge. Sameer Patel | Pretzellogic.org | @sameerpatel 23
  • 24. This is the CustomersExpectation ofC M 24
  • 25. So what do we do about it? 25
  • 26. We’ve designeda locked-in workenvironment forthe last 3decades. 26
  • 27. CRM Today’s systems- centric design HR assumes we’reBI Process optimized to run our business. Supply Finance Chain But are we? 27
  • 28. The Value Chain. Yes. We’re Well Optimized. But For Silos. 28
  • 29. The Value Chain. The Customer Decides What’s Primary 29
  • 30. Engagement Expert Network. Not Data Answers Attached. Minimal Latency Global Competency but Local CRM CRM Process. Relevancy BI HR BI Business HR Process Supply Supply Finance Chain Finance Chain Meet 21st Century Customer Expectations. © Sameer Patel | Pretzellogic.org | @sameerpatel 30
  • 31. Why here?Why you?
  • 32. 21st Century customer Relationship management: Service Sales Marketing 32
  • 33. Engagement Expert Not Data Answers DISTRIBUTION Global Minimal Competency Latency but Local Relevancy DEMAND PRODUCTION IDEATIONcRm happens across the entire Demand and Supply Chain.
  • 34. The Opportunity ENTERPRISE 2.0 – What is it?The Social Web exposes the true sentiment and needs of your customers…. Sameer Patel | Pretzellogic.org | @sameerpatel 34
  • 35. The Opportunity ENTERPRISE 2.0 – What is it?You own most of the ingredients already…. Sameer Patel | Pretzellogic.org | @sameerpatel 35
  • 36. The Opportunity ENTERPRISE 2.0 – What is it?And the collaborative enterprise comes for an attractive ROI. Sameer Patel | Pretzellogic.org | @sameerpatel 36
  • 37. Thanks. Sameer Patel Twitter: @sameerpatel Blog: pretzellogic.org Sameer.Patel@sovosgroup.com