Enterprise 2.0 Conference Milano June 2010
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Social CRM presentation at the Enterprise 2.0 Conference in Milan, June 9-10, 2010 - Esteban Kolsky @ekolsky and Mark Tamis @MarkTamis
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Enterprise 2.0 Conference Milano June 2010
- 1. How extending enterprise 2.0 beyond your internal world makes sense – and money Una Nuova Era Di Coinvolgimento Del Mark Tamis – Net-7 Cliente Tramite Esteban Kolsky - thinkJar il Social CRM except where otherwise noted, this work is licensed under creative commons 3.0
- 2. You Cannot Yell at Your Customers Anymore!
- 3. The Emergence of the “New” Social Customer The Social customer Fabio Cipriano
- 4. The Social Customer Fits into your Ecosystem Now… Customer Customer Customer Customer Customer Customer Customer Competitor Partner Customer Customer Your company Customer Customer Customer Customer Fabio Cipriano
- 5. An Old Ecosystem (company centric)
- 6. A New Ecosystem (customer centric)
- 7. First Thing? Your Business Model – Throw it Away… Competitive Customer Forces Demand Strategy Channels, Legal Partners and Environment Business Business Suppliers Model Model Governance Technology Social Environment Technology
- 8. Your New Business Model external hybrid internal communities communities communities
- 9. Building a Collaborative Enterprise – Step 1 Customers Voice of Customer Customers (feedback) Collaborative Co‐creation & Concept Enterprise Validation (ideation) Peer‐to‐peer Support Tribal Knowledge (community‐generated, community‐managed) Employees Consumers Customer Ticket Resolution Employees & Collaborate in hybrid Communities communities Customer Care, Marketing, Sales Participate in E2.0 efforts
- 10. Building a Collaborative Enterprise – Step 2 Channels Gain and provide customer insights from channels Consumers Buying behaviour & Channels Customer experience Communities management loop Partners & Suppliers Customer Service Customer Insights Exchange Co‐design Partners & Collaborative Value Chain Collaboration Suppliers Enterprise
- 11. The Collaborative Enterprise = Engagement Collaborate around and with Clients & Consumers Collaborate to E2.0 Understand Jobs‐to‐ be‐Done Co‐Create to meet expectations Act on Customer Social Insights CRM Provide the expected Customer Experience Collaborate to include value chain The Collaborative Enterprise
- 12. Collaboration to Meet Desired Outcomes Channels Communities And Consumers Partners & The Collaborative Customers Suppliers Enterprise Social Networks Employees
- 14. Remember When Doing This… Customers are More Connected to Each Other Than to Your Firm Customers are Following the Direction Provided by the Social Network Organizations are Following the Direction Provided by the Technology, Should Follow the Direction Provided by Their Strategy Convergence of SCRM and E2.0 Occurs in Communities
- 15. confused?!
- 16. How extending enterprise 2.0 beyond your internal world makes sense – and money Mark Tamis – Net-7 @MarkTamis http://marktamis.com Esteban Kolsky – thinkJar @ekolsky http://estebankolsky.com Una Nuova Era Di Coinvolgimento Del Cliente Tramite il Social CRM except where otherwise noted, this work is licensed under creative commons 3.0