4. Question 1: What exactly is CRM used for? Question 2: Where are these customers that we want to have that relationship with? Question 3: And what do these prospect and customers expect?
5. To Update… …Forecasts …Leads …Contacts …Opportunities …Wins CRM is…..one…giant…contact management and reporting tool.
6. Question 1: What exactly is CRM used for?? Question 2: Where are these customers that we want to have that relationship with? Question 3: And what do these prospect and customers expect?
11. Internet users in the US…. …spend 3 times more time on the social networks and blogs… …than they do in Email Source: Neilson Company 2009
12. Use of Social Media as a Business Information Resource by Industry Real Estate and Construction Healthcare Media and Entertainment Automotive Computers and Software Food and Beverage Where are buyers increasingly hanging out? Business.com Social Media Benchmarking Study 2009
14. Question 1: What exactly is CRM used for? Question 2: Where are these customers that we want to have that relationship with? Question 3: And what do these prospects and customers expect?
15. 42 % Share Opinion Interact with Brands 23 % Today’s Customer Expectations 2011 IBM Study – “From Social Media to Social CRM”
16. 61% want Discounts 55% want to make a Purchase BUT… 53% want to learn more about what you sell. IBM - From Social Media to Social CRM
17. Engagement Not Data Expert Answers Minimal Latency Global Competency but Local Relevancy customer relationshipexpectations in the 21st century
19. Engagement Not Data Expert Answers DISTRIBUTION Minimal Latency Global Competency but Local Relevancy DEMAND PRODUCTION IDEATION cRm happens across the programs YOU manage that connect…