The document discusses the future of social CRM (SCRM) and outlines its key phases: acquire customers, enhance their experience, and retain customers. It notes that traditional CRM phases were not joined up and describes an ideal vision for SCRM where organizations and consumers are in control of their own data and all databases work together seamlessly. The document also lists elements that should be part of a successful SCRM approach, including customer service, service level agreements, cross-department processes, technology, training, data privacy, and handling unstructured data.

1. On Social CRM @willmcinnes

2. the 1/9/90 rule Clients

3. Future of SCRM

5. Not joined up

6. Unicorn land

7. But is this SCRM?

14. http://www.flickr.com/photos/id-iom/3325655624/sizes/z/

20. Thanks – let’s discuss @willmcinnes