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Web 2.0 should be part of your CRM

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Jesus Hoyos
Jesus Hoyos

This presentation (presented at Ad-Tech Latino 2007) shows why customers are using Web 2.0 tools to communicate with others when companies are not really listening to them and how Web 2.0 should be part of your overall CRM strategy

BusinessTechnology
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Web 2.0 should be part of your CRM Strategy as channels to interact with customers Jesús Hoyos www.crmenlatinoamerica.com
Some CRM History… ,[object Object],[object Object],[object Object],[object Object],[object Object]
Are we really interacting with the customer? ,[object Object],[object Object],[object Object],[object Object],Customer turns to the web for information and to interact with others…
Now the customer is empowered to interact with others … ,[object Object],[object Object],[object Object],Community Marketing Consumer Generated Content The voice of hundreds and thousands You need to add Blogs, Podcasts and Videos as channels of interaction CRM + Web 2.0 = CRM 2.0
Community of Blogs … the consumers are talking Perú Colombia Argentina United States
Salesforce.com ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Good example of using blogs and other Web 2.0 tools … http ://success.salesforce.com
Another good example - Wells Fargo Blogs - http://blog.wellsfargo.com ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Maximize the use of your Blog
Next Steps … ,[object Object],[object Object],[object Object],[object Object],[object Object]
Last Words … ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]

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