SlideShare a Scribd company logo
2008 & Beyond By Paul Greenberg President, The 56 Group, LLC Chief Customer Officer, BPT Partners, LLC Author: CRM at the Speed of Light CRM STATE OF THE UNION:
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Business World Changed
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Characteristics of the Ecosystem
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Old Terminology
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],New Terminology
CRM Definitions “ CRM is a philosophy & a business strategy, supported by a system & a technology, designed to improve human interactions in a business environment” “ CRM 2.0 is a philosophy & a business strategy, supported by a technology platform, business rules, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation."
The CRM Market Continues to Grow….. 2006 - $3.6 billion, CRM software licenses 2012 - $6.6 billion, CRM software licenses Source – Datamonitor “Economic Outlook:CRM   2007 - $6.8 billion, CRM software 2012 - $13.3 billion, CRM software Source: Gartner Group, CRM Outlook, April 2008
The CRM Market Continues to Change….. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The CRM Market Continues to Change….. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The CRM Market Continues to Change….. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Changes to the CRM Model
[object Object],[object Object],CRM Model – 2008 & Beyond From To
[object Object],[object Object],[object Object],[object Object],CRM Model – 2008 & Beyond From To
[object Object],[object Object],CRM Model – 2008 & Beyond From To
[object Object],[object Object],CRM Model – 2008 & Beyond From To
[object Object],[object Object],CRM Model – 2007-08 & Beyond From To
Dramatic Evolution between CRM 1.0 & CRM 2.0 is in progress
Source: CRM 2.0 Wiki (http://crm20.pbwiki.com) CRM 1.0 v. CRM 2.0: The Customer Rules   CRM 1.0 Features/Functions   CRM 2.0 Features/Functions     Customer facing features - sales, marketing & support. Still isolated from back office, supply chain Fully integrated into an enterprise value chain that includes the customer as part of it   Tools are associated with automating functions Integrates social media tools into apps/services: blogs, wikis, podcasts, social networking tools, user communities    Automate interaction history for lead nurturing and relationship building   Utilize knowledge in context to create meaningful conversations  Models customer processes from the company point of view  Models company processes from the customer point of view     Recognizes that the customer relationship encompasses information-seeking and information-contributing behavior   Resided in a customer-focused corporate business ecosystem   Resides in a customer ecosystem   Utilitarian, functional, operational   All those plus style and design matter   Marketing focused on processes that sent improved, targeted, highly specific corporate messages to customer Marketing is front line for creating conversation with customer - engaging customer in activity and discussion   Business produces products & creates services for customer Business is an aggregator of products, services, tools and knowledge for the customer   Intellectual Property protected with all legal might available Intellectual property provided when appropriate to customer, partner, supplier, problem solver     Business focus on products and services that satisfy customers   Business focus on environments & experiences that engage customer   Tactical and operational   Strategic   Customer strategy is part of corporate strategy   Customer strategy IS corporate strategy   Innovation from the designated   Innovation from both internal and external sources   Separation between work and personal life Work at home/personal things at work – work –personal integration
THANK   YOU For further information: Paul Greenberg President, The 56 Group, LLC Chief Customer Officer, BPT Partners [email_address] 703-551-2337 Blog:  www.the56group.typepad.com Podcast Feed:  www.the56group.typepad.com/route_56_podcast/rss.xml BPT Partners website: http://www.bptpartners.com

More Related Content

What's hot

CRM & The Enterprise Value Chain
CRM & The Enterprise Value ChainCRM & The Enterprise Value Chain
CRM & The Enterprise Value Chain
Paul Greenberg
 
Transform the way you market at social scale
Transform the way you market at social scaleTransform the way you market at social scale
Transform the way you market at social scale
McKinsey on Marketing & Sales
 
Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017
Paul Greenberg
 
A Company Like Me
 A Company Like Me A Company Like Me
A Company Like Me
Paul Greenberg
 
[REPORT PREVIEW] The Customer Experience of AI
[REPORT PREVIEW] The Customer Experience of AI[REPORT PREVIEW] The Customer Experience of AI
[REPORT PREVIEW] The Customer Experience of AI
Altimeter, a Prophet Company
 
Social: An essential component of pervasive B2B marketing
Social: An essential component of pervasive B2B marketingSocial: An essential component of pervasive B2B marketing
Social: An essential component of pervasive B2B marketing
McKinsey on Marketing & Sales
 
Driving growth in B2B through digital
Driving growth in B2B through digitalDriving growth in B2B through digital
Driving growth in B2B through digital
McKinsey on Marketing & Sales
 
The basics of Social CRM
The basics of Social CRMThe basics of Social CRM
The basics of Social CRM
Wolf Cramer
 
Sales and Service Cloud
Sales and Service CloudSales and Service Cloud
Sales and Service Cloud
Magnet 360
 
Ibm crm
Ibm crmIbm crm
Ibm crm
Manso Teh
 
Next Generation Insurance Websites
Next Generation Insurance WebsitesNext Generation Insurance Websites
Next Generation Insurance Websites
edynamic
 
The social economy: Unlocking value and productivity through social technologies
The social economy: Unlocking value and productivity through social technologiesThe social economy: Unlocking value and productivity through social technologies
The social economy: Unlocking value and productivity through social technologies
McKinsey on Marketing & Sales
 
Roadmap to omnichannel customer excellence
Roadmap to omnichannel customer excellenceRoadmap to omnichannel customer excellence
Roadmap to omnichannel customer excellence
Enrico Pruis
 
E Source Forum: A Compilation of Insights from 2016
E Source Forum: A Compilation of Insights from 2016E Source Forum: A Compilation of Insights from 2016
E Source Forum: A Compilation of Insights from 2016
E Source Companies, LLC
 
How Insurers Can Leverage Social and Messaging Apps to Enhance Digital Value
How Insurers Can Leverage Social and Messaging Apps to Enhance Digital ValueHow Insurers Can Leverage Social and Messaging Apps to Enhance Digital Value
How Insurers Can Leverage Social and Messaging Apps to Enhance Digital Value
Cognizant
 
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...
 The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun... The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...
Brian Solis
 
cx_paradigm_5
cx_paradigm_5cx_paradigm_5
cx_paradigm_5
Daniel Rabbitt
 
Digital marketing planning #DMELeeds
Digital marketing planning #DMELeedsDigital marketing planning #DMELeeds
Digital marketing planning #DMELeeds
Andy Lima
 
Top 10 ways_to_improve
Top 10 ways_to_improveTop 10 ways_to_improve
Top 10 ways_to_improve
C.Y Wong
 
Winterberry group the state of consumer data onboarding november 2016
Winterberry group   the state of consumer data onboarding november 2016Winterberry group   the state of consumer data onboarding november 2016
Winterberry group the state of consumer data onboarding november 2016
Brian Crotty
 

What's hot (20)

CRM & The Enterprise Value Chain
CRM & The Enterprise Value ChainCRM & The Enterprise Value Chain
CRM & The Enterprise Value Chain
 
Transform the way you market at social scale
Transform the way you market at social scaleTransform the way you market at social scale
Transform the way you market at social scale
 
Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017Customer Facing Technology Market Perspective 2016-2017
Customer Facing Technology Market Perspective 2016-2017
 
A Company Like Me
 A Company Like Me A Company Like Me
A Company Like Me
 
[REPORT PREVIEW] The Customer Experience of AI
[REPORT PREVIEW] The Customer Experience of AI[REPORT PREVIEW] The Customer Experience of AI
[REPORT PREVIEW] The Customer Experience of AI
 
Social: An essential component of pervasive B2B marketing
Social: An essential component of pervasive B2B marketingSocial: An essential component of pervasive B2B marketing
Social: An essential component of pervasive B2B marketing
 
Driving growth in B2B through digital
Driving growth in B2B through digitalDriving growth in B2B through digital
Driving growth in B2B through digital
 
The basics of Social CRM
The basics of Social CRMThe basics of Social CRM
The basics of Social CRM
 
Sales and Service Cloud
Sales and Service CloudSales and Service Cloud
Sales and Service Cloud
 
Ibm crm
Ibm crmIbm crm
Ibm crm
 
Next Generation Insurance Websites
Next Generation Insurance WebsitesNext Generation Insurance Websites
Next Generation Insurance Websites
 
The social economy: Unlocking value and productivity through social technologies
The social economy: Unlocking value and productivity through social technologiesThe social economy: Unlocking value and productivity through social technologies
The social economy: Unlocking value and productivity through social technologies
 
Roadmap to omnichannel customer excellence
Roadmap to omnichannel customer excellenceRoadmap to omnichannel customer excellence
Roadmap to omnichannel customer excellence
 
E Source Forum: A Compilation of Insights from 2016
E Source Forum: A Compilation of Insights from 2016E Source Forum: A Compilation of Insights from 2016
E Source Forum: A Compilation of Insights from 2016
 
How Insurers Can Leverage Social and Messaging Apps to Enhance Digital Value
How Insurers Can Leverage Social and Messaging Apps to Enhance Digital ValueHow Insurers Can Leverage Social and Messaging Apps to Enhance Digital Value
How Insurers Can Leverage Social and Messaging Apps to Enhance Digital Value
 
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...
 The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun... The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...
The Funnel Doesn’t Care About Customers; The Funnel Only Cares About The Fun...
 
cx_paradigm_5
cx_paradigm_5cx_paradigm_5
cx_paradigm_5
 
Digital marketing planning #DMELeeds
Digital marketing planning #DMELeedsDigital marketing planning #DMELeeds
Digital marketing planning #DMELeeds
 
Top 10 ways_to_improve
Top 10 ways_to_improveTop 10 ways_to_improve
Top 10 ways_to_improve
 
Winterberry group the state of consumer data onboarding november 2016
Winterberry group   the state of consumer data onboarding november 2016Winterberry group   the state of consumer data onboarding november 2016
Winterberry group the state of consumer data onboarding november 2016
 

Similar to Crm State Of The Market 2008 & Beyond

Crmtalk12
Crmtalk12Crmtalk12
Crmtalk12
Dawn Yankeelov
 
Winning
WinningWinning
Sales Strategy
Sales StrategySales Strategy
Sales Strategy
kktv
 
Top cloud CRM overview. Part 1 - Choosing the right CRM solution
Top cloud CRM overview. Part 1 - Choosing the right CRM solutionTop cloud CRM overview. Part 1 - Choosing the right CRM solution
Top cloud CRM overview. Part 1 - Choosing the right CRM solution
Eugene Zozulya
 
Vendor Landscape: CRM Suites for Small Enterprises
Vendor Landscape: CRM Suites for Small  EnterprisesVendor Landscape: CRM Suites for Small  Enterprises
Vendor Landscape: CRM Suites for Small Enterprises
Sundae Solutions Co., Ltd.
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
Ram Dutt Shukla
 
Social crm concept
Social crm   conceptSocial crm   concept
Social crm concept
전행 이
 
SOCIAL CRM
SOCIAL CRMSOCIAL CRM
SOCIAL CRM
Daitona Carter
 
Chap08 Enterprise Business Systems
Chap08 Enterprise Business SystemsChap08 Enterprise Business Systems
Chap08 Enterprise Business Systems
sihamy
 
12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us
Pivotal CRM
 
12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us
Pivotal CRM
 
Acquity Group Overview
Acquity Group OverviewAcquity Group Overview
Acquity Group Overview
dmccobb
 
BluecubeIT Inc
BluecubeIT IncBluecubeIT Inc
BluecubeIT Inc
Nagaraj S
 
Acquity Group Overview 2011
Acquity Group Overview 2011Acquity Group Overview 2011
Acquity Group Overview 2011
cnuguid
 
Uses Of New And Emerging Technologies In Marketing Software
Uses Of New And Emerging Technologies In Marketing SoftwareUses Of New And Emerging Technologies In Marketing Software
Uses Of New And Emerging Technologies In Marketing Software
Jenny Mancini
 
Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10
Mauricio Godoy
 
Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10
Mauricio Godoy
 
THINKstrategies Software Business 2008 Presentation
THINKstrategies Software Business 2008 PresentationTHINKstrategies Software Business 2008 Presentation
THINKstrategies Software Business 2008 Presentation
Jeffrey Kaplan
 
Choosing the-best-crm-for-your-organization
Choosing the-best-crm-for-your-organizationChoosing the-best-crm-for-your-organization
Choosing the-best-crm-for-your-organization
Somayeh Jabbari
 
Crm objectives
Crm objectivesCrm objectives
Crm objectives
Harpreet Kaur
 

Similar to Crm State Of The Market 2008 & Beyond (20)

Crmtalk12
Crmtalk12Crmtalk12
Crmtalk12
 
Winning
WinningWinning
Winning
 
Sales Strategy
Sales StrategySales Strategy
Sales Strategy
 
Top cloud CRM overview. Part 1 - Choosing the right CRM solution
Top cloud CRM overview. Part 1 - Choosing the right CRM solutionTop cloud CRM overview. Part 1 - Choosing the right CRM solution
Top cloud CRM overview. Part 1 - Choosing the right CRM solution
 
Vendor Landscape: CRM Suites for Small Enterprises
Vendor Landscape: CRM Suites for Small  EnterprisesVendor Landscape: CRM Suites for Small  Enterprises
Vendor Landscape: CRM Suites for Small Enterprises
 
Customer Relationship Management
Customer Relationship ManagementCustomer Relationship Management
Customer Relationship Management
 
Social crm concept
Social crm   conceptSocial crm   concept
Social crm concept
 
SOCIAL CRM
SOCIAL CRMSOCIAL CRM
SOCIAL CRM
 
Chap08 Enterprise Business Systems
Chap08 Enterprise Business SystemsChap08 Enterprise Business Systems
Chap08 Enterprise Business Systems
 
12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us
 
12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us12 forresterwavecrm largeq22010_us
12 forresterwavecrm largeq22010_us
 
Acquity Group Overview
Acquity Group OverviewAcquity Group Overview
Acquity Group Overview
 
BluecubeIT Inc
BluecubeIT IncBluecubeIT Inc
BluecubeIT Inc
 
Acquity Group Overview 2011
Acquity Group Overview 2011Acquity Group Overview 2011
Acquity Group Overview 2011
 
Uses Of New And Emerging Technologies In Marketing Software
Uses Of New And Emerging Technologies In Marketing SoftwareUses Of New And Emerging Technologies In Marketing Software
Uses Of New And Emerging Technologies In Marketing Software
 
Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10
 
Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10Cloud forum 2011 s poulley keynote v10
Cloud forum 2011 s poulley keynote v10
 
THINKstrategies Software Business 2008 Presentation
THINKstrategies Software Business 2008 PresentationTHINKstrategies Software Business 2008 Presentation
THINKstrategies Software Business 2008 Presentation
 
Choosing the-best-crm-for-your-organization
Choosing the-best-crm-for-your-organizationChoosing the-best-crm-for-your-organization
Choosing the-best-crm-for-your-organization
 
Crm objectives
Crm objectivesCrm objectives
Crm objectives
 

Recently uploaded

The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...
balatucanapplelovely
 
amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05
marketing317746
 
Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024
Kirill Klimov
 
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
my Pandit
 
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your TasteZodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
my Pandit
 
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
SOFTTECHHUB
 
BeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdfBeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdf
DerekIwanaka1
 
buy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accountsbuy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accounts
Susan Laney
 
Exploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social DreamingExploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social Dreaming
Nicola Wreford-Howard
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
Adam Smith
 
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdfikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
agatadrynko
 
Chapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .pptChapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .ppt
ssuser567e2d
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
Adam Smith
 
Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024
Adnet Communications
 
Recruiting in the Digital Age: A Social Media Masterclass
Recruiting in the Digital Age: A Social Media MasterclassRecruiting in the Digital Age: A Social Media Masterclass
Recruiting in the Digital Age: A Social Media Masterclass
LuanWise
 
Authentically Social by Corey Perlman - EO Puerto Rico
Authentically Social by Corey Perlman - EO Puerto RicoAuthentically Social by Corey Perlman - EO Puerto Rico
Authentically Social by Corey Perlman - EO Puerto Rico
Corey Perlman, Social Media Speaker and Consultant
 
Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024
FelixPerez547899
 
Industrial Tech SW: Category Renewal and Creation
Industrial Tech SW:  Category Renewal and CreationIndustrial Tech SW:  Category Renewal and Creation
Industrial Tech SW: Category Renewal and Creation
Christian Dahlen
 
LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024
Lital Barkan
 
2022 Vintage Roman Numerals Men Rings
2022 Vintage Roman  Numerals  Men  Rings2022 Vintage Roman  Numerals  Men  Rings
2022 Vintage Roman Numerals Men Rings
aragme
 

Recently uploaded (20)

The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...The effects of customers service quality and online reviews on customer loyal...
The effects of customers service quality and online reviews on customer loyal...
 
amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05amptalk_RecruitingDeck_english_2024.06.05
amptalk_RecruitingDeck_english_2024.06.05
 
Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024
 
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
 
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your TasteZodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Taste
 
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
Hamster Kombat' Telegram Game Surpasses 100 Million Players—Token Release Sch...
 
BeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdfBeMetals Investor Presentation_June 1, 2024.pdf
BeMetals Investor Presentation_June 1, 2024.pdf
 
buy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accountsbuy old yahoo accounts buy yahoo accounts
buy old yahoo accounts buy yahoo accounts
 
Exploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social DreamingExploring Patterns of Connection with Social Dreaming
Exploring Patterns of Connection with Social Dreaming
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
 
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdfikea_woodgreen_petscharity_cat-alogue_digital.pdf
ikea_woodgreen_petscharity_cat-alogue_digital.pdf
 
Chapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .pptChapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .ppt
 
The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...The Influence of Marketing Strategy and Market Competition on Business Perfor...
The Influence of Marketing Strategy and Market Competition on Business Perfor...
 
Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024Lundin Gold Corporate Presentation - June 2024
Lundin Gold Corporate Presentation - June 2024
 
Recruiting in the Digital Age: A Social Media Masterclass
Recruiting in the Digital Age: A Social Media MasterclassRecruiting in the Digital Age: A Social Media Masterclass
Recruiting in the Digital Age: A Social Media Masterclass
 
Authentically Social by Corey Perlman - EO Puerto Rico
Authentically Social by Corey Perlman - EO Puerto RicoAuthentically Social by Corey Perlman - EO Puerto Rico
Authentically Social by Corey Perlman - EO Puerto Rico
 
Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024
 
Industrial Tech SW: Category Renewal and Creation
Industrial Tech SW:  Category Renewal and CreationIndustrial Tech SW:  Category Renewal and Creation
Industrial Tech SW: Category Renewal and Creation
 
LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024
 
2022 Vintage Roman Numerals Men Rings
2022 Vintage Roman  Numerals  Men  Rings2022 Vintage Roman  Numerals  Men  Rings
2022 Vintage Roman Numerals Men Rings
 

Crm State Of The Market 2008 & Beyond

  • 1. 2008 & Beyond By Paul Greenberg President, The 56 Group, LLC Chief Customer Officer, BPT Partners, LLC Author: CRM at the Speed of Light CRM STATE OF THE UNION:
  • 2.
  • 3.
  • 4.
  • 5.
  • 6. CRM Definitions “ CRM is a philosophy & a business strategy, supported by a system & a technology, designed to improve human interactions in a business environment” “ CRM 2.0 is a philosophy & a business strategy, supported by a technology platform, business rules, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation."
  • 7. The CRM Market Continues to Grow….. 2006 - $3.6 billion, CRM software licenses 2012 - $6.6 billion, CRM software licenses Source – Datamonitor “Economic Outlook:CRM 2007 - $6.8 billion, CRM software 2012 - $13.3 billion, CRM software Source: Gartner Group, CRM Outlook, April 2008
  • 8.
  • 9.
  • 10.
  • 11. Changes to the CRM Model
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17. Dramatic Evolution between CRM 1.0 & CRM 2.0 is in progress
  • 18. Source: CRM 2.0 Wiki (http://crm20.pbwiki.com) CRM 1.0 v. CRM 2.0: The Customer Rules   CRM 1.0 Features/Functions   CRM 2.0 Features/Functions     Customer facing features - sales, marketing & support. Still isolated from back office, supply chain Fully integrated into an enterprise value chain that includes the customer as part of it   Tools are associated with automating functions Integrates social media tools into apps/services: blogs, wikis, podcasts, social networking tools, user communities    Automate interaction history for lead nurturing and relationship building   Utilize knowledge in context to create meaningful conversations  Models customer processes from the company point of view  Models company processes from the customer point of view     Recognizes that the customer relationship encompasses information-seeking and information-contributing behavior   Resided in a customer-focused corporate business ecosystem   Resides in a customer ecosystem   Utilitarian, functional, operational   All those plus style and design matter   Marketing focused on processes that sent improved, targeted, highly specific corporate messages to customer Marketing is front line for creating conversation with customer - engaging customer in activity and discussion   Business produces products & creates services for customer Business is an aggregator of products, services, tools and knowledge for the customer   Intellectual Property protected with all legal might available Intellectual property provided when appropriate to customer, partner, supplier, problem solver     Business focus on products and services that satisfy customers   Business focus on environments & experiences that engage customer   Tactical and operational   Strategic   Customer strategy is part of corporate strategy   Customer strategy IS corporate strategy   Innovation from the designated   Innovation from both internal and external sources   Separation between work and personal life Work at home/personal things at work – work –personal integration
  • 19. THANK YOU For further information: Paul Greenberg President, The 56 Group, LLC Chief Customer Officer, BPT Partners [email_address] 703-551-2337 Blog: www.the56group.typepad.com Podcast Feed: www.the56group.typepad.com/route_56_podcast/rss.xml BPT Partners website: http://www.bptpartners.com