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CRM in the age of  the Social Web Mitch Lieberman
First - What is  CRM? (Customer Relationship Management)
CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Departments, unfortunately are rarely  aligned
CRM is important, but has too strong an  internal  focus
Technology is also important, but CRM is a little too much about  Tools
Second - What is the  Social Web? (nope, not Spiderman’s bachelor party)
Social Web ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customers and Prospect ‘ hang out’ at  various locations .
Establishing  trust  is job #1 for the entire organization (psst, this needs to happen before they buy from you)
Trust me? Uhh ?!? @Lucy not nice #fail #scrm #football
Image by: Textualcreations.ca You need to invite your customer into your  ecosystem Customer Partners Suppliers Company
The challenge is that it requires a change in  Focus
Old Organization + New Technology = Old Expensive Organization
Business Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object]
Technology Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object]
How do we Proceed?
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
CRM
 
 
Action / Reaction / Management (ARM) Process
Action / Reaction / Management (ARM) Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Action / Reaction / Management (ARM) Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Action / Reaction / Management (ARM) Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Action / Reaction / Management (ARM) Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Action / Reaction / Management (ARM) Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Business Rules
Action / Reaction / Management (ARM) Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Action – External/Internal
Degrees of Social Interactions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Increasing Sociobility
The Customer is Changing.  Is Your Company? The  traditional customer  is the one  we all were  as recently as a decade ago.  We bought products and services and based our decisions on utility and price.   We communicated  with the companies we were dealing with by letter, phone call, and occasional  e-mail, if they had the facility to do that.  But that  customer   changed because of a social change  in the early part of the millennium.  The  customer seized control of the business ecosystem and it was never the same .“  ~ Paul Greenberg, Author of CRM at the Speed of Light
 
Collaborators
Thanks! Mitch Lieberman
What is Social CRM? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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CRM in the age of the Social Web

  • 1. CRM in the age of the Social Web Mitch Lieberman
  • 2. First - What is CRM? (Customer Relationship Management)
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  • 5. CRM is important, but has too strong an internal focus
  • 6. Technology is also important, but CRM is a little too much about Tools
  • 7. Second - What is the Social Web? (nope, not Spiderman’s bachelor party)
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  • 9. Customers and Prospect ‘ hang out’ at various locations .
  • 10. Establishing trust is job #1 for the entire organization (psst, this needs to happen before they buy from you)
  • 11. Trust me? Uhh ?!? @Lucy not nice #fail #scrm #football
  • 12. Image by: Textualcreations.ca You need to invite your customer into your ecosystem Customer Partners Suppliers Company
  • 13. The challenge is that it requires a change in Focus
  • 14. Old Organization + New Technology = Old Expensive Organization
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  • 17. How do we Proceed?
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  • 20. CRM
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  • 23. Action / Reaction / Management (ARM) Process
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  • 31. The Customer is Changing. Is Your Company? The traditional customer is the one we all were as recently as a decade ago.  We bought products and services and based our decisions on utility and price.  We communicated with the companies we were dealing with by letter, phone call, and occasional e-mail, if they had the facility to do that.  But that customer changed because of a social change in the early part of the millennium.  The customer seized control of the business ecosystem and it was never the same .“ ~ Paul Greenberg, Author of CRM at the Speed of Light
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