Organizations are spending billions on social collaboration and customer relationship management platforms. In 9 slides, learn the fundamentals of these solutions, how every organization can benefit, and what pitfalls to watch out for.

1. COLLABORATION &
RELATIONSHIP
MANAGEMENT
REAL RISKS AND
POTENTIAL REWARDS

2. Defining Collaboration and
Relationship Management
(and what it means for your organization)
The processes, culture, and
systems that empower employees
to work together better with
customers, co-workers, partners,
and even devices.

3. 3
When executed successfully, this results in improved employee
satisfaction and productivity and leads to longer-lasting, more
profitable customer relationships.
Note: “customers” includes donors, volunteers, students, citizens, etc.
Because these types of projects are unique in their design, training,
complexity and adoption, the risks of failure are higher than
typical projects.

4. 4
POTENTIAL REWARDS REAL RISKS
$5.60
Return on CRM investment
for every $1.00 spent.
Nucleus Research
20%-25%
Social collaboration boost to
worker productivity.
Harvard Business Review
240%
Boost to performance when an
organization engages customers
and employees.
Gallup
30%-60%
The number of CRM and
collaboration projects that fail.
Success Accelerators
80%
The estimated social collaboration projects that
will not achieve their intended benefits due to
poor leadership or overemphasis on technology.
Gartner
70%
Information that will need to be re-created
in organizations that don't improve how
employees collaborate and share knowledge.
Ignify

5. 5
C5 Insight developed The LUCK Principle™ to simplify the key concepts of
collaboration and relationship management and focus on the 4 steps to success.
Organizations must listen
to customers, co-workers
and partners. What they
hear must be captured into
a “corporate memory” of
portals and databases.
Information in the
corporate memory must
be made available across
the organization to easily
search, analyze, discuss
and expand upon.
Understanding empowers
people to interact in more
relevant, value-added
ways. Modern tools,
enable interaction across
phone, social, email, and in
person.
Tracking the results of
every interaction
improves the agility of
organizations so that they
can continuously improve
their people, processes
and technologies.
Understand KnowListen Connect

6. 6
When is the Right Time for a Collaboration Initiative?
When Your Team:
• has worked together well in the past, but has grown
• is distributed across numerous locations
• spends too much time answering email, attending meetings, and
searching for information needed to do their jobs
When You Begin to Notice:
• a growing number of slips in delivering a great customer experience
• the amount and complexity of customer relationships has outgrown
your teams ability to collaborate to serve them
• an inability to identify and quickly respond to threats and opportunities
When you have a complex web of relationships with partners, suppliers
and other influencers and it has become time consuming to communicate
and work together with them.

7. 7
How Can C5 Insight Help?
Forsuccessfulproject(re)launches–choosetherightsolutionandchartyourjourney
Toproviderescue,orjustfine-tuning,toexistingprojects
Processdesign,configuration,customdevelopment,datamigrationandsystemsintegration
Trainyourpeopleinthetoolsandprocessesoftheircraft-eventopathletesneedacoach

8. 8
Better.Together.Work.

9. TAKE THE
NEXT STEP luck@c5insight.com
Office: 704-895-2500
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