Star Wars and Social CRM       @Buchanla
First GenerationCRM – Technologycentric, monolithic
Command and                          Control© Capgemini UK Plc 2009
Marketing, Sales &                          Service forced to                          comply and enforce© Capgemini UK Pl...
The CRM                          wilderness years© Capgemini UK Plc 2009
Agile fight-back© Capgemini UK Plc 2009
The Awakening – use the Force© Capgemini UK Plc 2009
“An omnipresent form of energy which can be               harnessed by those with that ability…an energy               fie...
The voice of the customer has                          grown stronger with the advent of                          social m...
“The companys programmatic response to the                   customers control of the conversation.“                    Pa...
From the organisation’s perspective the                          Force can be used for both good and evil!© Capgemini UK P...
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
The dark side of the force…© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
Netflix shares drop 5.8%in one morning 08/03/11
Tips for aspiring Jedi  Warriors© Capgemini UK Plc 2009
Focus by starting with customers andthe jobs they are trying to do
Force IT and the Business together
Address your control issues
Think about command centers  not contact centers
Co-ordinated speed andagility beats monolithicevery time
Twitter: @buchanla                          Blog: thecustomerevolution.com© Capgemini UK Plc 2009
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Star Wars and Social CRM | SugarCon 2011

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Presented by Laurence Buchanan, Capgemini, at SugarCon 2011.

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Star Wars and Social CRM | SugarCon 2011

  1. 1. Star Wars and Social CRM @Buchanla
  2. 2. First GenerationCRM – Technologycentric, monolithic
  3. 3. Command and Control© Capgemini UK Plc 2009
  4. 4. Marketing, Sales & Service forced to comply and enforce© Capgemini UK Plc 2009
  5. 5. The CRM wilderness years© Capgemini UK Plc 2009
  6. 6. Agile fight-back© Capgemini UK Plc 2009
  7. 7. The Awakening – use the Force© Capgemini UK Plc 2009
  8. 8. “An omnipresent form of energy which can be harnessed by those with that ability…an energy field created by all living things that surrounds us, penetrates us and binds the galaxy together"© Capgemini UK Plc 2009
  9. 9. The voice of the customer has grown stronger with the advent of social media© Capgemini UK Plc 2009
  10. 10. “The companys programmatic response to the customers control of the conversation.“ Paul Greenberg “Time to Put a Stake in the Ground on Social CRM”, July 6th, 2009© Capgemini UK Plc 2009
  11. 11. From the organisation’s perspective the Force can be used for both good and evil!© Capgemini UK Plc 2009
  12. 12. © Capgemini UK Plc 2009
  13. 13. © Capgemini UK Plc 2009
  14. 14. © Capgemini UK Plc 2009
  15. 15. © Capgemini UK Plc 2009
  16. 16. The dark side of the force…© Capgemini UK Plc 2009
  17. 17. © Capgemini UK Plc 2009
  18. 18. © Capgemini UK Plc 2009
  19. 19. Netflix shares drop 5.8%in one morning 08/03/11
  20. 20. Tips for aspiring Jedi Warriors© Capgemini UK Plc 2009
  21. 21. Focus by starting with customers andthe jobs they are trying to do
  22. 22. Force IT and the Business together
  23. 23. Address your control issues
  24. 24. Think about command centers not contact centers
  25. 25. Co-ordinated speed andagility beats monolithicevery time
  26. 26. Twitter: @buchanla Blog: thecustomerevolution.com© Capgemini UK Plc 2009
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