putting the relationship back in customer relationship management
Post on 22-Oct-2014
9.648 views
DESCRIPTION
What customers expect of us if we want to build meaningful relationships with them in the age of the social web. [email protected]TRANSCRIPT
![Page 1: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/1.jpg)
Sameer Patel@sameerpatel
Blog: Pretzellogic.orgWork: Sovosgroup.com
Putting the Relationship back in Customer Relationship Management
![Page 2: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/2.jpg)
$13.3 Billion
Gartner - 2012 CRM software market size estimate
![Page 3: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/3.jpg)
9%
Gartner - 2011 CRM spend increase
![Page 4: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/4.jpg)
Question 1:
What exactly is CRM used for? Question 2: Where are these customers that we want to have that relationship with?
Question 3: And what do these prospect and customers expect?
![Page 5: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/5.jpg)
CRM is…..one…giant…contact management and reporting tool.
…Forecasts …Leads
…Contacts …Opportunities
…Wins
To Update…
![Page 6: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/6.jpg)
Question 1: What exactly is CRM used for??
Question 2: Where are these customers that we want to have that relationship with?
Question 3: And what do these prospect and customers expect?
![Page 7: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/7.jpg)
….have had enough
Customers today....
exit
![Page 8: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/8.jpg)
200 Million Americans have registered for the FTC’s ‘Do Not Call’ list.
Source: FTC 2010
![Page 9: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/9.jpg)
91% of email users have unsubscribed from a company email they previously opted into.
Source: Exaact Target 2001
![Page 10: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/10.jpg)
Dear, <insert name here >
![Page 11: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/11.jpg)
Internet users in the US…. …spend 3 times more time on the social networks and blogs…
…than they do in Email Source: Neilson Company 2009
![Page 12: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/12.jpg)
Real Estate and Construction
Healthcare
Media and Entertainment
Automotive
Computers and Software
Food and Beverage
Where are buyers increasingly hanging out?
Business.com Social Media Benchmarking Study 2009
Use of Social Media as a Business Information Resource by Industry
![Page 13: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/13.jpg)
13
Access to social and traditional web content now equalized
![Page 14: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/14.jpg)
Question 1: What exactly is CRM used for?
Question 2: Where are these customers that we want to have
that relationship with?
Question 3: And what do these prospects and customers expect?
![Page 15: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/15.jpg)
23 %
42 %
Today’s Customer Expectations
2011 IBM Study – “From Social Media to Social CRM”
Share Opinion
Interact with Brands
![Page 16: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/16.jpg)
61% want Discounts55% want to make a Purchase
BUT…
53% want to learn more about what you sell.
IBM - From Social Media to Social CRM
![Page 17: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/17.jpg)
Engagement Not Data Expert Answers
Minimal Latency
Global Competency
but Local Relevancy
customer relationship expectations in the 21st century
![Page 18: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/18.jpg)
Why here?
Why you?
![Page 19: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/19.jpg)
IDEATION
PRODUCTION
DISTRIBUTION
DEMAND
Engagement Not Data
Expert Answers
Minimal Latency
Global Competency
but Local Relevancy
cRm happens across the programs YOU manage that connect…
![Page 20: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/20.jpg)
…people like them..
![Page 21: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/21.jpg)
…your internal experts
![Page 22: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/22.jpg)
…your partners and suppliers…
![Page 23: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/23.jpg)
…and those at the edge.
![Page 24: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/24.jpg)
This is the Customers Expectation of
CRM
![Page 25: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/25.jpg)
So what about
traditional crm?
![Page 26: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/26.jpg)
It’s Vital.
![Page 27: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/27.jpg)
[email protected]| @sameerpatel
True customer Relationship Management
+
=cRm
Its about identifying Intent and Expertise Fulfillment
+
crm+
![Page 28: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/28.jpg)
But we need to move on beyond Programmatic Metrics….
![Page 29: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/29.jpg)
… and focus on Business Performance
![Page 30: Putting the Relationship back in Customer Relationship Management](https://reader033.vdocuments.mx/reader033/viewer/2022051512/5447334cb1af9f02148b45c7/html5/thumbnails/30.jpg)
Sameer Patel
Twitter: @sameerpatel
Blog: pretzellogic.org
Web: sovosgroup.com
Thanks.