1. Brent Leary, CRM Essentials LLC Social CRM: Not Your Father’s Customer Relationship Management

3. Defining CRM – Traditionally Speaking

4. High Level Challenges Are you having problems responding to customer requests? Are you losing to competitors? Are you closing enough deals? Do email campaigns work for you? Having trouble finding customer information quickly? Any issues sharing customer Information across the company? Are your sales people always in the office? Lost any good customers lately? Is the sales pipeline full?

6. Automating the Acquisition Process Campaigns Leads Generates Converts into Opportunities Contacts Account Forecast Feeds Into Analyzed to determine success Traditional CRM

8. Where does that put us? Traditional CRM + Social CRM = REAL CRM

11. Automation, Analysis & Audacity

14. Social CRM Example

15. Automating Content Creation & Distribution

16. A ccelerate Collaboration Wiki – Case Western Reserve University

17. Social Networking for Higher Ed

18. Twitter in the Classroom

19. Twitter in the Classroom

21. Analysis: The New Metric System WebAnalyticsDemystified.com 2008

23. Feedburner

25. Tweetburner

26. Monologue or Dialogue?

28. The Audacity of CRM

30. Custom YouTube Channels – UC Berkeley

31. Custom YouTube Channels – UC Berkeley

32. iTunes U.

34. Second Life in Higher Ed

35. Second Life in Higher Learning

36. Pyramid of Customer Loyalty

37. New Tools of the Trade del.icio.us