The Future of Social CRM
...Lies Beyond Social Media
The result of a business is a satisfied customer – Peter Drucker
Your Company and Customers Are Like The Eiffel Tower
Can You Hear What Theyre Saying Down There?
Do You Find This View Inviting or Ominous?
The Balance Has Shifted
You Dont Acquire or Sell To Customers, They Buy From You
Align Customer Experience Expectations
Broadcasting And Not Listening is IneffectiveOh, And BTW, Customers No Longer Trust You
Moving Beyond Contact and Transactional Data
Which Direction For Each Business Function?
Customer Insights             Understanding and Meeting Customer Desired Outcomes
Understand Interests and Sentiment
Big Data, Voice of Customer And Sentiment AnalysisLeverage Social Graphs and Social Networks
What and Who Matters to Whom And In Which Context?                                           People-driven Segmentation
Connecting People and Networks – Friend DiscoveryEngage, Learn, and Share
Unio is Latin For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy
Knowledge Flows, Peer Support and Word of Mouth                         Internet / General Public                         ...
Knowledge Flows, Peer Support and Word of Mouth                         Internet / General Public                         ...
Innovation SourcingTrendspotting, Crowd & Smartsourcing
Co-Create Value With Your Customers
Sales - From Gatekeeper To Consultant                         Everyone Can Impact The Customer Experience
Collaboration For, Around and With Customers
Collaboration Is The Missing Piece Of the PuzzleThe Collaborative Enterprise
What Are The Risks?
Open the Gold Guilded Gates
Avoid Silo Thinking
Getting Lost In DataAgility, Flexibility, Empowerment
Mark Tamis             mark.tamis@Net-7.fr             http://marktamis.com             @MarkTamis #scrm #socbiz #e20     ...
Image sourceshttp://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpghttp://i274.photobucket.com/albums/jj25...
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The Future of Social CRM

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My presentation at Social CRM 2011 on May 6 in London
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The Future of Social CRM

  1. 1. The Future of Social CRM
  2. 2. ...Lies Beyond Social Media
  3. 3. The result of a business is a satisfied customer – Peter Drucker
  4. 4. Your Company and Customers Are Like The Eiffel Tower
  5. 5. Can You Hear What Theyre Saying Down There?
  6. 6. Do You Find This View Inviting or Ominous?
  7. 7. The Balance Has Shifted
  8. 8. You Dont Acquire or Sell To Customers, They Buy From You
  9. 9. Align Customer Experience Expectations
  10. 10. Broadcasting And Not Listening is IneffectiveOh, And BTW, Customers No Longer Trust You
  11. 11. Moving Beyond Contact and Transactional Data
  12. 12. Which Direction For Each Business Function?
  13. 13. Customer Insights Understanding and Meeting Customer Desired Outcomes
  14. 14. Understand Interests and Sentiment
  15. 15. Big Data, Voice of Customer And Sentiment AnalysisLeverage Social Graphs and Social Networks
  16. 16. What and Who Matters to Whom And In Which Context? People-driven Segmentation
  17. 17. Connecting People and Networks – Friend DiscoveryEngage, Learn, and Share
  18. 18. Unio is Latin For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy
  19. 19. Knowledge Flows, Peer Support and Word of Mouth Internet / General Public Customers Community Superusers Staff
  20. 20. Knowledge Flows, Peer Support and Word of Mouth Internet / General Public Customers Community Superusers Staff
  21. 21. Innovation SourcingTrendspotting, Crowd & Smartsourcing
  22. 22. Co-Create Value With Your Customers
  23. 23. Sales - From Gatekeeper To Consultant Everyone Can Impact The Customer Experience
  24. 24. Collaboration For, Around and With Customers
  25. 25. Collaboration Is The Missing Piece Of the PuzzleThe Collaborative Enterprise
  26. 26. What Are The Risks?
  27. 27. Open the Gold Guilded Gates
  28. 28. Avoid Silo Thinking
  29. 29. Getting Lost In DataAgility, Flexibility, Empowerment
  30. 30. Mark Tamis mark.tamis@Net-7.fr http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2011
  31. 31. Image sourceshttp://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpghttp://i274.photobucket.com/albums/jj258/glamazon67/Eiffel_Tower___Looking_Down___by_Ch.jpghttp://i220.photobucket.com/albums/dd119/xzoallisonozx/paris/IMG_0013.jpghttp://i175.photobucket.com/albums/w125/slickschultzy/Paris/IMG_2091.jpghttp://kristinasworld.files.wordpress.com/2007/09/onion1.jpghttp://i99.photobucket.com/albums/l302/holymosses/070305_synapse_300.jpghttp://i347.photobucket.com/albums/p462/wantsomethingelse/wolfw-wetzler-1.jpghttp://i558.photobucket.com/albums/ss22/jmf1066/obamasdriversliscense.jpghttp://i583.photobucket.com/albums/ss274/mrbojangles383538/2%20week%20break/P4170057.jpghttp://www.cg-files.com/cgpicture/Creating-a-CD-PLayer-in-Photoshop-Tutorial/Creating-a-CD-PLayer-in-Photoshop-Tutorial1.jpghttp://copenhagencocreation.com/category/what-is-co-creation/http://i100.photobucket.com/albums/m23/joannmp/100_0216.jpghttp://www.php2k.com/blog/3d-max-studio-tutorials/3dsmax-3d-garden-see-saw-model-tutorial/http://www.healthcare-informatics.com/Media/BlogMembers/Collaborate%20around%20health%20it.jpghttp://serendip.brynmawr.edu/exchange/files/images/collaborate.jpghttp://aworldwithin.files.wordpress.com/2008/04/new-137.jpg

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