The Future of Social CRM

...Lies Beyond Social Media

The result of a business is a satisfied customer – Peter Drucker

Your Company and Customers Are Like The Eiffel Tower

Can You Hear What They're Saying Down There?

Do You Find This View Inviting or Ominous?

The Balance Has Shifted

You Don't Acquire or Sell To Customers, They Buy From You

Align Customer Experience Expectations

Broadcasting And Not Listening is Ineffective

Oh, And BTW, Customers No Longer Trust You

Moving Beyond Contact and Transactional Data

Which Direction For Each Business Function?

Understanding and Meeting Customer Desired Outcomes

Customer Insights

Understand Interests and Sentiment

Big Data, Voice of Customer And Sentiment Analysis

Leverage Social Graphs and Social Networks

What and Who Matters to Whom And In Which Context?

People-driven Segmentation

Connecting People and Networks – Friend Discovery

Engage, Learn, and Share

'Unio' is Latin For Onion - One or Unity

Improve Experience, Co-Create Value, Drive Advocacy

Internet / General Public

Customers

Community

Superusers

Staff

Knowledge Flows, Peer Support and Word of Mouth

Internet / General Public

Customers

Community

Superusers

Staff

Knowledge Flows, Peer Support and Word of Mouth

Innovation Sourcing

Trendspotting, Crowd & Smartsourcing

Co-Create Value With Your Customers

Sales - From Gatekeeper To Consultant

Everyone Can Impact The Customer Experience

Collaboration For, Around and With Customers

Collaboration Is The Missing Piece Of the Puzzle

The Collaborative Enterprise

What Are The Risks?

Open the Gold Guilded Gates

Avoid Silo Thinking

Agility, Flexibility, Empowerment

Getting Lost In Data

Mark Tamis

mark.tamis@Net-7.frhttp://marktamis.com@MarkTamis #scrm #socbiz #e20

CeBIT WebCiety Social CRM Session March 2, 2011

Image sources

http://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpg

http://i274.photobucket.com/albums/jj258/glamazon67/Eiffel_Tower___Looking_Down___by_Ch.jpg

http://i220.photobucket.com/albums/dd119/xzoallisonozx/paris/IMG_0013.jpg

http://i175.photobucket.com/albums/w125/slickschultzy/Paris/IMG_2091.jpg

http://kristinasworld.files.wordpress.com/2007/09/onion1.jpg

http://i99.photobucket.com/albums/l302/holymosses/070305_synapse_300.jpg

http://i347.photobucket.com/albums/p462/wantsomethingelse/wolfw-wetzler-1.jpg

http://i558.photobucket.com/albums/ss22/jmf1066/obamasdriversliscense.jpg

http://i583.photobucket.com/albums/ss274/mrbojangles383538/2%20week%20break/P4170057.jpg

http://www.cg-files.com/cgpicture/Creating-a-CD-PLayer-in-Photoshop-Tutorial/Creating-a-CD-PLayer-in-Photoshop-Tutorial1.jpg

http://copenhagencocreation.com/category/what-is-co-creation/

http://i100.photobucket.com/albums/m23/joannmp/100_0216.jpg

http://www.php2k.com/blog/3d-max-studio-tutorials/3dsmax-3d-garden-see-saw-model-tutorial/

http://www.healthcare-informatics.com/Media/BlogMembers/Collaborate%20around%20health%20it.jpg

http://serendip.brynmawr.edu/exchange/files/images/collaborate.jpg

http://aworldwithin.files.wordpress.com/2008/04/new-137.jpg