Social CRM & the Customer of the Future - SoMeBizLife conference
The Future of Social CRM
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Transcript of The Future of Social CRM
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
[email protected]://marktamis.com@MarkTamis #scrm #socbiz #e20
CeBIT WebCiety Social CRM Session March 2, 2011
Image sources
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