The document is a presentation about driving customers and sales in uncertain times. It discusses four key areas to develop: changing marketing dynamics, using Web 2.0, developing a new CRM ecosystem, and learning from customers. It emphasizes that marketing in the Web 2.0 era must be interactive and involve listening to and communicating with customers. The presentation argues that a new paradigm of customer relationship management has emerged and that companies have the tools to innovate and connect with customers during uncertain economic times.

1. Driving Customers and Sales
in Uncertain Times
Special Presentation BRC
London, 1st of December 2009
© 2009 Jorge Serrano González-Barosa

2. ¨ If you look for different
results, do not do always
the same thing ¨
Albert Einstein
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© 2009 Jorge Serrano González-Barosa

3. Just some Key Areas to strongly develop…
There are 4 key areas to be developed faster
 Change Marketing Dynamics
 Change Marketing
Dynamics
 Use of WEB 2.0
 Use of WEB 2.0
 Develop a new CRM Ecosystem
 Develop the new CRM
Ecosystem
 Learn from your customers
 Learn from your
customers 2
© 2009 Jorge Serrano González-Barosa

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© 2009 Jorge Serrano González-Barosa

5. GAP has transformed overnight a completely store in
Vancouver, from ceiling to floor
© 2009 Jorge Serrano González-Barosa
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6. It is the time of People:
Internet 2.0 = ¨ to share ¨
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© 2009 Jorge Serrano González-Barosa

7. Marketing in 2.0 must be alive,
it is necessary to hear your
customers and to talk to them ¨
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© 2009 Jorge Serrano González-Barosa

8. It is time for the people
CRMnecessary2.0Change our Marketing Dynamics = to share
It is + Web to = CRM 2.0 Internet 2.0
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© 2009 Jorge Serrano González-Barosa

9. A new paradigm of CRM has born; CRM 2.0
The new CRM Ecosystem is there to help us…
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© 2009 Jorge Serrano González-Barosa

10. It is time for the people
It is necessaryreally listen to
Do you to Change our Marketing Dynamics = to share
Internet 2.0
your customers ?
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© 2009 Jorge Serrano González-Barosa

11. World has changed,
Use some channels
of Communication
existing out there…
© 2009 Jorge Serrano González-Barosa
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12. It is necessary to Change our Marketing Dynamics
Driving Customers and Sales in a
New Era of Uncertainty requires
to Innovate…
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© 2009 Jorge Serrano González-Barosa

13. It is necessary to Change our Marketing Dynamics
And you have all tools to make it possible,
just use them…right
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© 2009 Jorge Serrano González-Barosa