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Andreas UthmannZürich, Februar 2013Wer oder was ist eigentlichSocial CRM?        Copyright 2012 by Blueconomics Business S...
2
3Wer nutzt bereits Social CRM?                           Copyright 2013 by Andreas Uthmann
4Wer würde gerne Social CRM nutzen?                             Copyright 2013 by Andreas Uthmann
5Warum?         Copyright 2013 by Andreas Uthmann
Video: Get serious about social.
Facebook isn’t how they do it        of fans mention the  .5%   brand on facebook                                         ...
8The «Social Sales» Opportunity.74%                                            «Of companies seeing measurable business   ...
9Our Social CRM Roadmap Intro    Background & Definitions Examples 1-8    Social Identities, Social Media Monitoring, ...
10About Me, ch.linkedin.com/in/uthmann                                   Copyright 2013 by Andreas Uthmann
11Customer Intimacy is CEO Priority #1Source: IBM Institute for Business Value, «Capitalizing on Complexity – Insights fro...
12What is CRM?      Marketing                   Sales                  Services             eMarketing    eCommerce       ...
13So what is Social CRM?                      SalesCollaboration                       Social Media                       ...
14
15The Evolution of Customer Relationship Mgmt.    Hierarchies          Value Networks              Communities       1990+...
Combining the Power of 2 Worlds.              Win. Grow.              SocialSalesMap®                                 Cust...
17Our Social CRM Roadmap Intro    Background & Definitions Examples 1-8    Social Identities, Social Media Monitoring,...
18Copyright 2012 by Blueconomics Business Solutions GmbH
The «Information Challenge» Win. Grow. SocialSalesMap.®           Copyright 2012 by Blueconomics Business Solutions GmbH
20Identify Social ContactsWin. Grow. SocialSalesMap.®                Copyright 2012 by Blueconomics Business Solutions GmbH
21Copyright 2012 by Blueconomics Business Solutions GmbH
22Social Connector for Outlook                               Copyright 2013 by Andreas Uthmann
Windows Phone: Social Phonebook                                  Copyright 2013 by Andreas Uthmann
24Copyright 2012 by Blueconomics Business Solutions GmbH
Social Customer Engagement has arrived              Copyright 2012 by Blueconomics Business Solutions GmbH
26Integrated NewsstreamMore Customers. Less Work.™              Copyright 2012 by Blueconomics Business Solutions GmbH
27Copyright 2012 by Blueconomics Business Solutions GmbH
«Social Media puts Buyers, notMarketers in control.»Laura Ramos, Forrester                           Copyright 2013 by And...
Copyright 2013 by Andreas Uthmann
30The Buying Process                     Copyright 2013 by Andreas Uthmann
31Accelerom: Touchpoint Analysis                                 Copyright 2013 by Andreas Uthmann
32Copyright 2012 by Blueconomics Business Solutions GmbH
33The 4C’s: Social Media OpportunitiesListen                               EngageSocial Media Monitoring                On...
34Social Keyword SearchMore Customers. Less Work.™               Copyright 2012 by Blueconomics Business Solutions GmbH
Brandwatch Social Media Monitoring
Brandwatch Social Media Monitoring
Netbreeze – Understanding Your Audience
38Copyright 2012 by Blueconomics Business Solutions GmbH
HubSpot: Inbound Marketing
42Copyright 2012 by Blueconomics Business Solutions GmbH
43Why «Social Sales»?Source: Aberdeen Group, «Social Selling: Best‐in‐class Targeting of the Right Message, at the Right T...
44Identify ContactsMore Customers. Less Work.™                Copyright 2012 by Blueconomics Business Solutions GmbH
45Copyright 2012 by Blueconomics Business Solutions GmbH
46Mark S. Granovetter, 1973
47Copyright 2013 by Andreas Uthmann
48Copyright 2013 by Andreas Uthmann
49
50Source: McKinsey & Company, November 2012.
51Video: The truth about advertising.                                      Copyright 2013 by Andreas Uthmann
52Break
53Our Social CRM Roadmap Intro    Background & Definitions Examples 1-8    Social Identities, Social Media Monitoring,...
«People love to buy. But they hatebeing sold to.»Miller Heiman                            Copyright 2013 by Andreas Uthmann
55What REALLY is a Social Network?                                     People           Relationships   Content Contacts...
The «Social Sales» Cycle     Who?                   2       What?               Identify Analyze                          ...
Ajando: MarktentwicklungGoogle Search-Volumen von 2004 bis 2012• Der Google Insight Search-Index gilt als  Indikator zur E...
58Copyright 2012 by Blueconomics Business Solutions GmbH
Video: What’s better than cold calling?
60
61Copyright 2012 by Blueconomics Business Solutions GmbH
62Identify joint ConnectionsWin. Grow. SocialSalesMap.®                Copyright 2012 by Blueconomics Business Solutions G...
63Copyright 2012 by Blueconomics Business Solutions GmbH
65Copyright 2012 by Blueconomics Business Solutions GmbH
66Copyright 2012 by Blueconomics Business Solutions GmbH
67Investment PrioritiesSource: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global...
69Copyright 2012 by Blueconomics Business Solutions GmbH
«A wealth of information creates apoverty of attention.»Herbert A. Simon, Social Scientist, Nobel Prize in Economics
Squirro for Sales IntelligenceIndustry issues and goals: Stay on top of industry newsIncreasing       – annual pressure on...
Today: Available in CRMs and on the WebSalesforce, SAP, SugarCRM*, MS Dynamics*, and on any Smartphone and Tablet         ...
73Copyright 2012 by Blueconomics Business Solutions GmbH
74
75Copyright 2013 by Andreas Uthmann
Collaborate within CRMMore Customers. Less Work.™               Copyright 2012 by Blueconomics Business Solutions GmbH
77Collaborative Enterprise Network
78Copyright 2012 by Blueconomics Business Solutions GmbH
79Podio Project Collaboration                Copyright 2012 by Blueconomics Business Solutions GmbH
80Copyright 2012 by Blueconomics Business Solutions GmbH
81i2S Studie 2012: CRM Herausforderungen             Copyright 2012 by Blueconomics Business Solutions GmbH
82Case7. Visualize Company NetworksWin. Grow. SocialSalesMap.®              Copyright 2012 by Blueconomics Business Soluti...
83Enhance Your Sales Network          Hunt        Manage Strategic       Sales Opportunities                              ...
84Copyright 2012 by Blueconomics Business Solutions GmbH
SocialSalesMatrix: Analyzing Sales NetworksWin. Grow. SocialSalesMap.®                 Copyright 2012 by Blueconomics Busi...
86The «Social Sales» Cycle                                                    2           Identify                        ...
Thank you for your great supportand recognition.                Copyright 2012 by Blueconomics Business Solutions GmbH
88Copyright 2012 by Blueconomics Business Solutions GmbH
Kony Mobile CRMCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL
90Pitcher: Engaging Sales Presentations
91Our Social CRM Roadmap Intro    Background & Definitions Examples 1-8    Social Identities, Social Media Monitoring,...
92Blueconomics CRM Framework            Copyright 2012 by Blueconomics Business Solutions GmbH
93
94Ajando: Social Seller Roadmap Entwicklungsstufen im Social SellingANFÄNGER                  MACHER                     ...
95McKinsey Quarterly: Six social-media skillsevery leader needs
«What you can’t measure, youcan’t manage.»Robert S. Kaplan                          Copyright 2013 by Andreas Uthmann
97Joseph Jaffe: Flip The Funnel                                Copyright 2013 by Andreas Uthmann
98Blueconomics Market Model                 Marketing Stage     Sales Status             KPI                    Potential ...
99Why Social CRM?       Business                  Lifecycle                  Cross- &        Growth                   Reve...
100The Networked EconomySource: McKinsey & Company,»Business and Web 2.0: An interactive feature”, November 2011.
101Surprise, Surprise...
102Inspired?                                              Learn & Grow                                       Organisation ...
Beflügeln Sie IhrenVerkauf.
104                                                     www.Blueconomics.infoCopyright © 2012 Kony Solutions, Inc. CONFIDE...
Andreas UthmannZürich, Februar 2013Wer oder was ist eigentlichSocial CRM?
ONE-Referat: Wer oder was ist eigentlich  Social CRM?
ONE-Referat: Wer oder was ist eigentlich  Social CRM?
ONE-Referat: Wer oder was ist eigentlich  Social CRM?
ONE-Referat: Wer oder was ist eigentlich  Social CRM?
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ONE-Referat: Wer oder was ist eigentlich Social CRM?

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ONE-Referat: Wer oder was ist eigentlich Social CRM?

  1. 1. Andreas UthmannZürich, Februar 2013Wer oder was ist eigentlichSocial CRM? Copyright 2012 by Blueconomics Business Solutions GmbH
  2. 2. 2
  3. 3. 3Wer nutzt bereits Social CRM? Copyright 2013 by Andreas Uthmann
  4. 4. 4Wer würde gerne Social CRM nutzen? Copyright 2013 by Andreas Uthmann
  5. 5. 5Warum? Copyright 2013 by Andreas Uthmann
  6. 6. Video: Get serious about social.
  7. 7. Facebook isn’t how they do it of fans mention the .5% brand on facebook 1 of fans return to the 2% facebook brand page 2 of brand posts make it 17% to fans’ news feeds 3 of fans find brand 60% messaging annoying on FB 1: Ad Age, quoting Ehrenberg-Bass Institute study, 2012 > 2: AdWeek, quoting Networked Insights study, 2011 > 3: Mashable, quoting Facebook, 2011 > #seriousaboutsocial
  8. 8. 8The «Social Sales» Opportunity.74% «Of companies seeing measurable business  benefits by using Web 2.0 technologies.»Source: McKinsey & Company,»How social technologies are extending the organization”, November 2011.57% «Of US business executives anticipate  increased revenue or sales as a result of  implementing a Social Business strategy.»Source: Penn Schoen Berland, «The Jive  Social Business Index Survey.», July 2011. 80% «Of companies plan to increase the use of  Social Media, Customer Analytics as well as  CRM in the coming years.»Source: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011.
  9. 9. 9Our Social CRM Roadmap Intro  Background & Definitions Examples 1-8  Social Identities, Social Media Monitoring, Network Analysis Examples 9-17  Social Connections, Intelligence, Visualization  Bonus: Mobility & CMS Outro  Implementation & Recommendations
  10. 10. 10About Me, ch.linkedin.com/in/uthmann Copyright 2013 by Andreas Uthmann
  11. 11. 11Customer Intimacy is CEO Priority #1Source: IBM Institute for Business Value, «Capitalizing on Complexity – Insights from global CEO Study», May 2010.
  12. 12. 12What is CRM? Marketing Sales Services eMarketing eCommerce eServices Campaigns Accounts Contact Center Promotions Partners Requests Contacts Cases Activities Opportunities Leads ComplaintsPricing Orders Quotation Surveys Products Knowledge Configurators ContractsForecasting Installed Base Planning Field Force Incentives Spare Parts Communities Influencers Time&Travel Scheduling Warranty Lifecycle Analysis & Reporting Market360d view Simulations Value Dashboard Model Segmentation KPI Planning Trends Copyright 2013 by Andreas Uthmann
  13. 13. 13So what is Social CRM? SalesCollaboration Social Media Customer Marketing Service Copyright 2013 by Andreas Uthmann
  14. 14. 14
  15. 15. 15The 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 2013 by Andreas Uthmann
  16. 16. Combining the Power of 2 Worlds. Win. Grow. SocialSalesMap® Customer Social Relationship More Customers. Management Networks Less Work. (CRM) Copyright 2013 by Andreas Uthmann
  17. 17. 17Our Social CRM Roadmap Intro  Background & Definitions Examples 1-8  Social Identities, Social Media Monitoring, Network Analysis Examples 9-17  Social Connections, Intelligence, Visualization  Bonus: Mobility & CMS Outro  Implementation & Recommendations
  18. 18. 18Copyright 2012 by Blueconomics Business Solutions GmbH
  19. 19. The «Information Challenge» Win. Grow. SocialSalesMap.®  Copyright 2012 by Blueconomics Business Solutions GmbH
  20. 20. 20Identify Social ContactsWin. Grow. SocialSalesMap.®  Copyright 2012 by Blueconomics Business Solutions GmbH
  21. 21. 21Copyright 2012 by Blueconomics Business Solutions GmbH
  22. 22. 22Social Connector for Outlook Copyright 2013 by Andreas Uthmann
  23. 23. Windows Phone: Social Phonebook Copyright 2013 by Andreas Uthmann
  24. 24. 24Copyright 2012 by Blueconomics Business Solutions GmbH
  25. 25. Social Customer Engagement has arrived Copyright 2012 by Blueconomics Business Solutions GmbH
  26. 26. 26Integrated NewsstreamMore Customers. Less Work.™  Copyright 2012 by Blueconomics Business Solutions GmbH
  27. 27. 27Copyright 2012 by Blueconomics Business Solutions GmbH
  28. 28. «Social Media puts Buyers, notMarketers in control.»Laura Ramos, Forrester Copyright 2013 by Andreas Uthmann
  29. 29. Copyright 2013 by Andreas Uthmann
  30. 30. 30The Buying Process Copyright 2013 by Andreas Uthmann
  31. 31. 31Accelerom: Touchpoint Analysis Copyright 2013 by Andreas Uthmann
  32. 32. 32Copyright 2012 by Blueconomics Business Solutions GmbH
  33. 33. 33The 4C’s: Social Media OpportunitiesListen EngageSocial Media Monitoring Online SupportContent Collaboration SocialCommunity Media CrowdsourcingSocial Media Marketing Co-innovationPromote Learn Copyright 2013 by Andreas Uthmann
  34. 34. 34Social Keyword SearchMore Customers. Less Work.™  Copyright 2012 by Blueconomics Business Solutions GmbH
  35. 35. Brandwatch Social Media Monitoring
  36. 36. Brandwatch Social Media Monitoring
  37. 37. Netbreeze – Understanding Your Audience
  38. 38. 38Copyright 2012 by Blueconomics Business Solutions GmbH
  39. 39. HubSpot: Inbound Marketing
  40. 40. 42Copyright 2012 by Blueconomics Business Solutions GmbH
  41. 41. 43Why «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
  42. 42. 44Identify ContactsMore Customers. Less Work.™  Copyright 2012 by Blueconomics Business Solutions GmbH
  43. 43. 45Copyright 2012 by Blueconomics Business Solutions GmbH
  44. 44. 46Mark S. Granovetter, 1973
  45. 45. 47Copyright 2013 by Andreas Uthmann
  46. 46. 48Copyright 2013 by Andreas Uthmann
  47. 47. 49
  48. 48. 50Source: McKinsey & Company, November 2012.
  49. 49. 51Video: The truth about advertising. Copyright 2013 by Andreas Uthmann
  50. 50. 52Break
  51. 51. 53Our Social CRM Roadmap Intro  Background & Definitions Examples 1-8  Social Identities, Social Media Monitoring, Network Analysis Examples 9-17  Social Connections, Intelligence, Visualization  Bonus: Mobility & CMS Outro  Implementation & Recommendations
  52. 52. «People love to buy. But they hatebeing sold to.»Miller Heiman Copyright 2013 by Andreas Uthmann
  53. 53. 55What 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 2013 by Andreas Uthmann
  54. 54. The «Social Sales» Cycle Who? 2 What? Identify Analyze  1 How? Act 356 Copyright 2013 by Andreas Uthmann
  55. 55. Ajando: MarktentwicklungGoogle Search-Volumen von 2004 bis 2012• Der Google Insight Search-Index gilt als Indikator zur Erkennung weltweiter Trends „Inbound Marketing“• Dargestellt ist die Anzahl der Google- Suchen der Jahre 2004 bis 2012 nach den angegebenen Keywords „Social Media“• Seit 2009 boomen die Themen Inbound Marketing & Social Media• Zugleich nahm das Interesse am „Telemarketing“ Thema Telemarketing stetig ab*Quelle: Google Insight, Abfrage vom 25.02.201257
  56. 56. 58Copyright 2012 by Blueconomics Business Solutions GmbH
  57. 57. Video: What’s better than cold calling?
  58. 58. 60
  59. 59. 61Copyright 2012 by Blueconomics Business Solutions GmbH
  60. 60. 62Identify joint ConnectionsWin. Grow. SocialSalesMap.®  Copyright 2012 by Blueconomics Business Solutions GmbH
  61. 61. 63Copyright 2012 by Blueconomics Business Solutions GmbH
  62. 62. 65Copyright 2012 by Blueconomics Business Solutions GmbH
  63. 63. 66Copyright 2012 by Blueconomics Business Solutions GmbH
  64. 64. 67Investment PrioritiesSource: IBM Institute for Business Value, «Frem Stretched to Strengthened. Insights from the Global CMO Study.», October 2011.
  65. 65. 69Copyright 2012 by Blueconomics Business Solutions GmbH
  66. 66. «A wealth of information creates apoverty of attention.»Herbert A. Simon, Social Scientist, Nobel Prize in Economics
  67. 67. Squirro for Sales IntelligenceIndustry issues and goals: Stay on top of industry newsIncreasing – annual pressure on quota targets – ramp up times and cost – complexity and time pressure of researchStay in the know on leads – Drive forimproved Sales Intelligence! – Follow news about your customers – Track their product and media mind share – Stay on top of trends in your industry – Improve your win rate – Decrease your cost of sale – Reduce time and cost of ramp up – Improve pipeline qualification – Increase customer facing timeBe the first to act on relevant informationDesigned and produced in Switzerland Squirro – © 2012 Nektoon AG
  68. 68. Today: Available in CRMs and on the WebSalesforce, SAP, SugarCRM*, MS Dynamics*, and on any Smartphone and Tablet Live and selling Available, yet in Beta* Under developmentDesigned and produced in Switzerland Squirro – © 2012 Nektoon AG
  69. 69. 73Copyright 2012 by Blueconomics Business Solutions GmbH
  70. 70. 74
  71. 71. 75Copyright 2013 by Andreas Uthmann
  72. 72. Collaborate within CRMMore Customers. Less Work.™  Copyright 2012 by Blueconomics Business Solutions GmbH
  73. 73. 77Collaborative Enterprise Network
  74. 74. 78Copyright 2012 by Blueconomics Business Solutions GmbH
  75. 75. 79Podio Project Collaboration  Copyright 2012 by Blueconomics Business Solutions GmbH
  76. 76. 80Copyright 2012 by Blueconomics Business Solutions GmbH
  77. 77. 81i2S Studie 2012: CRM Herausforderungen Copyright 2012 by Blueconomics Business Solutions GmbH
  78. 78. 82Case7. Visualize Company NetworksWin. Grow. SocialSalesMap.®  Copyright 2012 by Blueconomics Business Solutions GmbH
  79. 79. 83Enhance Your Sales Network Hunt Manage Strategic Sales Opportunities Farm Develop Key/Target  Accounts Copyright 2012 by Blueconomics Business Solutions GmbH
  80. 80. 84Copyright 2012 by Blueconomics Business Solutions GmbH
  81. 81. SocialSalesMatrix: Analyzing Sales NetworksWin. Grow. SocialSalesMap.®  Copyright 2012 by Blueconomics Business Solutions GmbH
  82. 82. 86The «Social Sales» Cycle 2 Identify Analyze 1 Act 3 Copyright 2012 by Blueconomics Business Solutions GmbH
  83. 83. Thank you for your great supportand recognition. Copyright 2012 by Blueconomics Business Solutions GmbH
  84. 84. 88Copyright 2012 by Blueconomics Business Solutions GmbH
  85. 85. Kony Mobile CRMCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL
  86. 86. 90Pitcher: Engaging Sales Presentations
  87. 87. 91Our Social CRM Roadmap Intro  Background & Definitions Examples 1-8  Social Identities, Social Media Monitoring, Network Analysis Examples 9-17  Social Connections, Intelligence, Visualization  Bonus: Mobility & CMS Outro  Implementation & Recommendations
  88. 88. 92Blueconomics CRM Framework Copyright 2012 by Blueconomics Business Solutions GmbH
  89. 89. 93
  90. 90. 94Ajando: Social Seller Roadmap Entwicklungsstufen im Social SellingANFÄNGER MACHER KOORDINATOR SOCIAL SELLERWebsite erstellen Digitale Präsenz festigen Zusammenarbeit mit Wird von Firmen kontaktiertEigene Marke erschaffen Kunden auf dem Laufenden Vertriebsteam, Kunden, Ständige Präsenz im Markt zukünftigen Kunden undAuffindbar sein halten Geschäftspartnern = CHANCEN FÜR SIE, NICHT Kundentrends nutzen FÜR IHREN KONKURRENTENErreichbar sein = VERKAUFSZYKLUSNeue Kontakte finden Kunden in Bewegung setzen BESCHLEUNIGENNetzwerke mobilisieren = INTERESSE BESTÄTIGEN & IN BEWEGUNG SETZEN= NEUE KONTAKTE FINDEN • In vielen Netzwerken bekannt • Relevante Inhalte für Zielgruppe • Sich besser organisieren bereitstellen/Mehrwert • LinkedIn-Gruppen beitreten • Automatisierte Status-Updates • Nachrichten an Kunden • Zusammenarbeit mit • Früher von Projekten wissen = • Social Messaging & Vertriebsteam & Kunden mehr Kontakte, Chancen, Deals Sharing• „Get connected“ • Zu Blogs/Artikeln Stellung • Der Konkurrenz voraus • Social Networking nehmen• Profile schaffen/ aktualisieren
  91. 91. 95McKinsey Quarterly: Six social-media skillsevery leader needs
  92. 92. «What you can’t measure, youcan’t manage.»Robert S. Kaplan Copyright 2013 by Andreas Uthmann
  93. 93. 97Joseph Jaffe: Flip The Funnel Copyright 2013 by Andreas Uthmann
  94. 94. 98Blueconomics Market Model Marketing Stage Sales Status  KPI Potential n/a n/a Access n/a Coverage Marketing  Awareness Prospects  Reach Interest Leads  Prospect Conversion Consideration Opportunities Lead Conversion Information RFI RFI Rate Pre‐Evaluation Budgetary Offer Pre‐Bid Proof Feasibility Study POC Rate Sales  Preference RFQ Request Rate Evaluation Offers  Bid Rate Commitment  Customers  Hit Rate  Repeat  Loyality  Repurchase Rate  Service  Customers  Referral  Net Promoter  Net Promoter Score  
  95. 95. 99Why Social CRM? 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 2013 by Andreas Uthmann
  96. 96. 100The Networked EconomySource: McKinsey & Company,»Business and Web 2.0: An interactive feature”, November 2011.
  97. 97. 101Surprise, Surprise...
  98. 98. 102Inspired? Learn & Grow Organisation & Budget Quick Wins Identifizieren Geschäftsziele Definieren Copyright 2013 by Andreas Uthmann
  99. 99. Beflügeln Sie IhrenVerkauf.
  100. 100. 104 www.Blueconomics.infoCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL
  101. 101. Andreas UthmannZürich, Februar 2013Wer oder was ist eigentlichSocial CRM?

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