Social crm - the latest thinking

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Where is social crm today? Watch the full presentation on youtube. What is social CRM? What are the hurdles to social CRM? Where is SCRM going in the future?

You can watch the professionally recorded full presentation here:
http://www.youtube.com/watch?v=0E35xggRsqo

An insightful and inspiring talk given at Cogent Elliott on June 28, 2012

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Social crm - the latest thinking

  1. 1. Social CRM Toby BeresfordThursday, 28 June 12
  2. 2. Social CRM Social CRM today What is Social CRM? What are the hurdles to implementation in practice? A glimpse of the futureThursday, 28 June 12
  3. 3. About me Digital archictect 15 years of web applications - enterprise, non-profit, social marketing campaigns Creative technology, game design, application strategy, writing and blogging Leaderboarded.com - social data leaderboardsThursday, 28 June 12
  4. 4. Social CRM todayThursday, 28 June 12
  5. 5. Initiatives led by Marketing Customer Support R&D Sales PR HR...Thursday, 28 June 12
  6. 6. Marketing LedThursday, 28 June 12
  7. 7. Sales ledThursday, 28 June 12
  8. 8. CSO ledThursday, 28 June 12
  9. 9. What is Social CRM?Thursday, 28 June 12
  10. 10. A long definition “Social CRM is the integration of traditional operational customer facing activities including strategies, programs, systems, and technologies with emergent social channels to provide businesses with the means to communicate and engage with customers in their preferred channels for mutual benefit.” Paul GreenbergThursday, 28 June 12
  11. 11. A short definition Integrating social data into CRMThursday, 28 June 12
  12. 12. Unified customer view Customer BusinessThursday, 28 June 12
  13. 13. SegmentationThursday, 28 June 12
  14. 14. PrioritisationThursday, 28 June 12
  15. 15. Social CRM HurdlesThursday, 28 June 12
  16. 16. You can’t track everything Orkut only really matters if you like BrazilliansThursday, 28 June 12
  17. 17. Thursday, 28 June 12
  18. 18. Social data is a stream If you’ve harvested social data about your customers, it’s for immediate use. The value of social data decays rapidly.Thursday, 28 June 12
  19. 19. Big Data is expensiveThursday, 28 June 12
  20. 20. Lean business cases Yes NoThursday, 28 June 12
  21. 21. Using it appropriatelyThursday, 28 June 12
  22. 22. Manage Data PrivacyThursday, 28 June 12
  23. 23. No magic bullet Social CRM is just getting started. The tools today are only part of the solution we’ll need tomorrow. Brian Solis paraphrased May 2012Thursday, 28 June 12
  24. 24. Managing internally Command Centres http://www.youtube.com/watch?v=InrOvEE2v38Thursday, 28 June 12
  25. 25. Social CRM futureThursday, 28 June 12
  26. 26. Real timeThursday, 28 June 12
  27. 27. GladvertisingThursday, 28 June 12
  28. 28. Location awareThursday, 28 June 12
  29. 29. Internet of thingsThursday, 28 June 12
  30. 30. Socially empoweredThursday, 28 June 12
  31. 31. Invasive personalisationThursday, 28 June 12
  32. 32. Data shadow awareThursday, 28 June 12
  33. 33. Social RecommendationsThursday, 28 June 12
  34. 34. Summary Social CRM is weaving social data into your CRM practice You can’t track everything - stick to your business cases Social isn’t a fad, it’s going to be even more pervasiveThursday, 28 June 12
  35. 35. Thank you & questions Stay in touch Follow me on Twitter: @tobyberesford Add me on LinkedInThursday, 28 June 12

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