Social CRM involves engaging customers through social media to understand their needs and provide better service. Key challenges include identifying relevant customer communities, determining how social media fits within an organization, establishing governance rules, balancing transparency with protecting information, and addressing legal and HR policies related to social media use. The goal of social CRM should be co-creating value with customers through collaborative medium in a way that pulls them in rather than pushes messages, to benefit the business ecosystem.

1. Social CRM
Whats it about?
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2. Can you be like him if ...
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3. I gave you his cycle?
Armstrong's 1993 World's-winning Team Motorola Caloi, made by Litespeed 3

4. CRM is not about tools alone ...
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5. ... why should Social CRM be?
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6. Tools help, but work on the
swing
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7. Key challenges for businesses
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8. Community: Who, Where, What
How to find more about the appropriate communities of customers? 8

9. Integration: Participate or
Leverage?
Where will social media live within an organization? 9

10. Governance: Advocate vs
Detractor
What are the rules of engagement? 10

11. Culture: Transparent, Opaque or
Translucent?
What's the right balance between transparency and hoarding knowledge? 11

12. Human Resource: Blogs, Twitter,
Facebook ... NEXT?
How will social media affect HR and legal policies? 12

13. Social CRM in Practice
Think customer co­creation & ecosystem, pull
not push medium for more business.
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14. What do we want to achieve?
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15. Airstrip?
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16. Aerotropolis?
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17. Think aerotropolis & economy, not a port for
bum handling businesses.
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18. Thank you!
A, Prem (Cognizant)
prem.a@cognizant.com
http://j.mp/prem_k
http://twitter.com/prem_k
Resources http://j.mp/scrmjumps
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