Social crm - the latest thinking

Social CRM Toby BeresfordThursday, 28 June 12

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

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

Social CRM todayThursday, 28 June 12

Initiatives led by Marketing Customer Support R&D Sales PR HR...Thursday, 28 June 12

Marketing LedThursday, 28 June 12

Sales ledThursday, 28 June 12

CSO ledThursday, 28 June 12

What is Social CRM?Thursday, 28 June 12

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

A short deﬁnition Integrating social data into CRMThursday, 28 June 12

Uniﬁed customer view Customer BusinessThursday, 28 June 12

SegmentationThursday, 28 June 12

PrioritisationThursday, 28 June 12

Social CRM HurdlesThursday, 28 June 12

You can’t track everything Orkut only really matters if you like BrazilliansThursday, 28 June 12

Thursday, 28 June 12

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

Big Data is expensiveThursday, 28 June 12

Lean business cases Yes NoThursday, 28 June 12

Using it appropriatelyThursday, 28 June 12

Manage Data PrivacyThursday, 28 June 12

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

Managing internally Command Centres http://www.youtube.com/watch?v=InrOvEE2v38Thursday, 28 June 12

Social CRM futureThursday, 28 June 12

Real timeThursday, 28 June 12

GladvertisingThursday, 28 June 12

Location awareThursday, 28 June 12

Internet of thingsThursday, 28 June 12

Socially empoweredThursday, 28 June 12

Invasive personalisationThursday, 28 June 12

Data shadow awareThursday, 28 June 12

Social RecommendationsThursday, 28 June 12

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

Thank you & questions Stay in touch Follow me on Twitter: @tobyberesford Add me on LinkedInThursday, 28 June 12

Social crm - the latest thinking

by Toby Beresford on Jun 29, 2012

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