5. Question 1:
What exactly is CRM used
for?
Question 2:
Where are these customers that we want to have
that relationship with?
Question 3:
And what do these prospect and customers expect?
5
6. To
Update…
…Forecasts
…Leads
…Contacts
…Opportunities
…Wins
CRM is…..one…giant…contact management
and reporting tool.
6
7. Question 1:
What exactly is CRM used for??
Question 2:
Where are these customers that
we want to have that
relationship with?
Question 3:
And what do these prospect and customers expect?
7
12. Internet users in the
US….
…spend 3 times
more time on the
social networks
and blogs…
…than they do in
Email Source: Neilson Company 2009
13. Use of Social Media as a Business Information Resource by
Industry
Real Estate and Construction
Healthcare
Media and Entertainment
Automotive
Computers and Software
Food and Beverage
Where 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 have
that relationship with?
Question 3:
And what do these
prospects and customers
expect?
15
16. Share
42 % Opinion
Interact
23 % with
Brands
Today’s Customer Expectations
2011 IBM Study – “From Social Media to Social CRM” 16
17. 61% want Discounts
55% want to make a Purchase
BUT…
53% want to
learn more about what
you sell.
IBM - From Social Media to Social CRM 17
18. Tenants of
customer
Relationship
management
in the 21 st
Century
18
19. Engagement
Expert Answers
Not Data
Global
Competency
Minimal Latency
but Local
Relevancy
customer relationship expectations in the 21st century 19
33. Engagement Expert
Not Data Answers
DISTRIBUTION
Global
Minimal Competency
Latency but Local
Relevancy DEMAND
PRODUCTION
IDEATION
cRm 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