Twits, twats or tweets? Today = Brave thinking and thought leadership!
Leaders, followers and the crowd… sounds a li2le like Social Media doesn’t it?
Exactly what CRM 2.0 is, and what it means to today’s organizaCons, remains a bit unclear. Some deﬁne it as a way to use the Internet to enhance tradi=onal, one-‐dimensional interac=ons between companies and their exisCng and potenCal customers by giving clients greater control over how they communicate with the ﬁrms they do business with and providing them with the tools needed to form the foundaCon of the relaConship. Others will say that it’s a blend of methodologies, processes, and technologies that create a culture that is beneﬁcial to both company and client. And certain industry pundits have even gone as far as to say that CRM 2.0 enables a completely unhindered ﬂow of informa=on that gives customers and businesses the opportunity to work in close concert to develop new oﬀerings, or be2er use exisCng ones.
SA’s Digital Landscape !Most stats from Arthur Goldstuck’s World Wide Worx Research. Precious few are made up.
Hat =p: Arthur Goldstuck for conﬁrmaCon of the stats (even the roughly right ones) www.worldwideworx.co.za
World Café Session 1 South Africa is approaching the digital Fpping point. Business is increasingly occuring on a level playing ﬁeld where everyone has a voice. You’re encouraged to lose control, take yourself a liQle less seriously. You’re told that you no longer control the message. You’re told to listen! DISCUSSION #1: How does your current CRM strategy incorporate intelligence gained from "listening to customers"? What might happen inside your organisa=on when you start responding and engaging in conversa=ons on social channels?
World Café Session 2 Love your customers. Scale every relaFonship. Try. Encourage them to talk! Don’t worry, ROI will come. Although… Is Social Media relevant for every company? DISCUSSION #2: How can you deepen the link between CRM and customer service in your organisa=on? How can you use social media to build UTILITY and VALUE for customers?
Grand ﬁnale! We’re in a world where relevance and culture are spreading messages faster than ever before.
Don’t take it from me. Take it from a bunch of elderly Jews… And a campaign to run the United States of America.
It’s a new world, one where the original ideal of CRM might just be possible. How are you going to play?
Where to next? Dive deeper into the world of social media for business with this MasterClass from InternaConal Strategy Group FutureWorld. 1 week in May 2011 ONLY. More informaCon: h2p://www.andyhadﬁeld.com/2011/04/social-‐media-‐masterclass-‐may-‐2011.html
• Your speaker – h2p://www.andyhadﬁeld.com – h2p://www.onebigwidget.com – h2p://www.twi2er.com/andyhadﬁeld • All content from the day in “social story” form – h2p://www.storify.com/ • African SAP User Group – h"p://afsug.co.za/ • The videos – Making a SPLASH with social media h2p://www.youtube.com/watch?v=tPgQsv2KPwc – Gary Veynerchuk on “Actually giving a fuck” h2p://www.youtube.com/watch?v=BEYjvifUdeM – Obama Social Media Campaign h2p://www.youtube.com/watch?v=AgHHX9R4Qtk