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Euro*MBA Winterschool Social CRM

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Social Customer Engagement
Background, Examples & Opportunities

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Euro*MBA Winterschool Social CRM

  1. 1. Andreas UthmannZurich, November 2012Social Customer EngagementBackground, Examples & Opportunities Copyright 2012 by Blueconomics Business Solutions GmbH
  2. 2. 2About this document This presentation is designed as part of the  Euro*MBA Winterschool «Customer Centric Engagement”  curated by professor Clemens Bechter The objective is to  introduce and discuss the background, examples and opportunities  of social customer engagement It is NOT confidential.  Feel Free to distribute with respect to the underlying copyright of third-party materials  as well as reference to www.Blueconomics.info or this presentation. Copyright 2012 by Blueconomics Business Solutions GmbH
  3. 3. 3About Me, ch.linkedin.com/in/uthmann Copyright 2012 by Blueconomics Business Solutions GmbH
  4. 4. 4Copyright 2012 by Blueconomics Business Solutions GmbH
  5. 5. 5How can You differentiate from competition? Needs & Relationships. Empowering B2B Customer Relationships. Intimacy Cost, Time & Quality. Operational Product Excellence Leadership Innovation, Design & Technology. Copyright 2012 by Blueconomics Business Solutions GmbH
  6. 6. 6Customer Intimacy is CEO Priority #1Source: IBM Institute for Business Value, «Capitalizing on Complexity – Insights from global CEO Study», May 2010. Copyright 2012 by Blueconomics Business Solutions GmbH
  7. 7. 7Copyright 2012 by Blueconomics Business Solutions GmbH
  8. 8. 8Business Opportunities in Social MediaListen EngageSocial Media Monitoring Online SupportContent Collaboration SocialCommunity Media CrowdsourcingSocial Media Marketing Co-innovationPromote Learn Copyright 2012 by Blueconomics Business Solutions GmbH
  9. 9. Social Customer Engagement has arrived Copyright 2012 by Blueconomics Business Solutions GmbH
  10. 10. The «Information Challenge»Win. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
  11. 11. 11i2S Studie 2012: CRM Herausforderungen Copyright 2012 by Blueconomics Business Solutions GmbH
  12. 12. 12The Evolution of Customer Relationship Mgmt. Hierarchies Value Networks Communities 1990+ 2010+ Analytical• Process efficiency • Effectiveness • Strategic decisions• Cycle times • Virtual Teamwork • Market knowledge• Costs • Social networks • Performance• Quality Monitoring • Communication • Reporting Transactional Collaborative 2000+ Copyright 2012 by Blueconomics Business Solutions GmbH
  13. 13. 13Investment PrioritiesSource: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011. Copyright 2012 by Blueconomics Business Solutions GmbH
  14. 14. Combining the Power of 2 Worlds. Win. Grow. SocialSalesMap® Customer Social Relationship More Customers. Management Networks Less Work. (CRM) Copyright 2012 by Blueconomics Business Solutions GmbH
  15. 15. 15Copyright 2012 by Blueconomics Business Solutions GmbH
  16. 16. 16What REALLY is a Social Network?  People Relationships Content Contacts/Pic  Connections  Status Updates Job/Title/CV  Friends  Posts/Tweets Interests  Follower  Pics/Vids/Docs Profile Social Graph Newsfeed Copyright 2012 by Blueconomics Business Solutions GmbH
  17. 17. 17Social Sales ObjectivesSource: CSO Insights, 2012. Copyright 2012 by Blueconomics Business Solutions GmbH
  18. 18. 18The «Social Sales» CycleWho? 2 What? Identify Analyze  1 How? Act 3 Copyright 2012 by Blueconomics Business Solutions GmbH
  19. 19. 19Why «Social Sales»?Source: Aberdeen Group, «Social Selling: Best-in-class Targeting of the Right Message, at the Right Time, for the Right Person», 2012. Copyright 2012 by Blueconomics Business Solutions GmbH
  20. 20. 20Example1: SocialSalesMap.®Win. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
  21. 21. 21Use Case: Identify joint ConnectionsWin. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
  22. 22. Thank you for your support and recognition.Win. Grow. SocialSalesMap.® Copyright 2012 by Blueconomics Business Solutions GmbH
  23. 23. 23Example2: Nimble Social CRM.More Customers. Less Work.™ Copyright 2012 by Blueconomics Business Solutions GmbH
  24. 24. 24Use Case: Merge Social Identities Copyright 2012 by Blueconomics Business Solutions GmbH
  25. 25. 25The «Social Sales» Cycle 2 Identify Analyze 1 Act 3 Copyright 2012 by Blueconomics Business Solutions GmbH
  26. 26. 26Enhance Your Sales Network Hunt Manage Strategic Sales Opportunities Farm Develop Key/Target Accounts Copyright 2012 by Blueconomics Business Solutions GmbH
  27. 27. 27Copyright 2012 by Blueconomics Business Solutions GmbH
  28. 28. 28Why Social Relationship Management? Business Lifecycle Cross- & Growth Revenue Upselling Increase Optimize Collaborate Win Rate Touchpoints Effectively Drive Your Sales, Marketing and Service Effectiveness by leveraging the power of collaboration, social networks and CRM. Pro-Active Enhance Mitigation Efficiency Risks Costs Copyright 2012 by Blueconomics Business Solutions GmbH
  29. 29. 29Source: McKinsey & Company,»Business and Web 2.0: An interactive feature”, November 2011. Copyright 2012 by Blueconomics Business Solutions GmbH
  30. 30. Executive Expectation: High Potential Copyright 2012 by Blueconomics Business Solutions GmbH
  31. 31. 31Surprise, Surprise... Copyright 2012 by Blueconomics Business Solutions GmbH
  32. 32. 32Source: McKinsey & Company, November 2012. Copyright 2012 by Blueconomics Business Solutions GmbH
  33. 33. 33Enjoy the holiday season... Copyright 2012 by Blueconomics Business Solutions GmbH
  34. 34. Shake upYour B2BSales.
  35. 35. 35 www.Blueconomics.infoCopyright 2012 by Blueconomics Business Solutions GmbH

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