2010 | Defining Social CRM

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Definition of social CRM, based on the work of Dion Hinchcliffe.

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  • Great job - really like it. I guess a good base to build on. So let me add some to it.

    1. Roles: Customer service representatives > Complete team + prospects / customers
    2. Function: Process-centric > Interaction based
    3. Approach: Contact management > Community management
    4. Channels: Well-defined > Adaptive and evolving
    5. Value: Periodic customer connections > Sustained engagement
    6. Model: Simple transactions > Complex relationships
    7. Technology: Inhouse application > Cross functional connected applications and services
    8. Ownership: Corporate owned data and processes > co-ownership of information and processes

    Axel
    http://xeesm.com/AxelS
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2010 | Defining Social CRM

  1. 1. Defining Social CRM Peter Kim Managing Director, North America May 2010
  2. 2. Dachis Group | Social CRM How does CRM become social? From To Roles Customer service representatives All employees engage Function Process-centric Conversation-centric Approach Contact management Community management Channels Well-defined Dynamic and evolving Value Periodic customer connections Sustained engagement Model Simple transactions Complex relationships ® 2010 Dachis Group. Confidential and Proprietary
  3. 3. Dachis Group | Social CRM Visualizing the Social CRM ecosystem Participation and Structured and oversight unstructured data Employees Self- service Community generated activity sCRM Customers • Open participation channels • Community-driven Collective • Joint accumulated value intelligence • Scalable relationships • Improved and emergent outcomes ® 2010 Dachis Group. Confidential and Proprietary
  4. 4. Dachis Group | Social CRM About Dachis Group • Founded in 2008 • Located in Austin, Portland, St. Louis, London, Amsterdam, and Sydney • Deliver research, strategy, and implementation The Estee Lauder Companies Coca-Cola Yum! Brands Citibank Intuit: TurboTax Forbes, Inc. ® 2010 Dachis Group. Confidential and Proprietary
  5. 5. Thank you http://www.dachisgroup.com + 1 512 275-7825 info@dachisgroup.com

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