Social CRM is focused on understanding the social customer, not just using social media. It aims to gather customer data from various touchpoints to identify the most valuable customers over time and increase customer retention by offering customized solutions and superior service. Social CRM gives firms the ability to understand customer interests, sentiment, and desired outcomes to better meet their needs in context.

1. Social CRM
is about the
Social Customer,
not just
Social Media
mark.tamis@Net-7.fr
Mark Tamis http://marktamis.com
@MarkTamis #scrm #socbiz #e20

2. A Communications Revolution

3. The Balance Has Shifted

4. Business Partnership

5. Your Company Is Like The Eiffel Tower

6. Can You Hear What They're Saying Down There?

7. Do You Find This View Inviting or Ominous?

8. Which Direction Should My Company Take?

9. The Promise of CRM
For The Customer
offers the potential for customised solutions,
superior service and reduced costs over the
lifetime of their relationship with the firm
For The Firm
ability to gather customer data swiftly,
identify the most valuable customers over time and
increase customer retention

10. Moving Beyond Contact and Transactional Data

11. Cross-Touchpoint Customer Experiences

12. What and Who Matters to Whom And In Which Context?

13. « Markets are conversations »
Feedback & analysis
Capabilities Service Customer &
Business Business &
Vision & Customer Business
Strategy Intelligence Outcomes
Value Portfolio
Proposition

14. Understanding and Meeting
Customer Desired Outcomes
in the context of their
Jobs-to-be-Done

15. Understand Interests and Sentiment

16. Desired Outcomes
in
Customer Care

17. Customer Experience Map

18. Value Network Analysis

19. Customer Collaboration

20. From
Campaign
to
Continuity
From
Fear of Change
to
Value Co-creation

21. Social CRM
is about the
Social Customer,
not just
Social Media
mark.tamis@Net-7.fr
Mark Tamis http://marktamis.com
@MarkTamis #scrm #socbiz #e20