Social CRM - Whats it about?
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Social CRM - Whats it about?

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Some key challenges to Businesses when embarking upon the Social CRM strategy.

Some key challenges to Businesses when embarking upon the Social CRM strategy.

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Social CRM - Whats it about? Social CRM - Whats it about? Presentation Transcript

  • Social CRM Whats it about? 1
  • Can you be like him if ... 2
  • I gave you his cycle? Armstrong's 1993 World's-winning Team Motorola Caloi, made by Litespeed 3
  • CRM is not about tools alone ... 4
  • ... why should Social CRM be? 5
  • Tools help, but work on the swing 6
  • Key challenges for businesses 7
  • Community: Who, Where, What How to find more about the appropriate communities of customers? 8
  • Integration: Participate or Leverage? Where will social media live within an organization? 9
  • Governance: Advocate vs Detractor What are the rules of engagement? 10
  • Culture: Transparent, Opaque or Translucent? What's the right balance between transparency and hoarding knowledge? 11
  • Human Resource: Blogs, Twitter, Facebook ... NEXT? How will social media affect HR and legal policies? 12
  • Social CRM in Practice Think customer co­creation & ecosystem, pull  not push medium for more business. 13
  • What do we want to achieve? 14
  • Airstrip? 15
  • Aerotropolis? 16
  • Think aerotropolis & economy, not a port for  bum handling businesses. 17
  • Thank you! A, Prem (Cognizant) prem.a@cognizant.com http://j.mp/prem_k http://twitter.com/prem_k Resources http://j.mp/scrmjumps  18