Some thoughts about the social customer, social business design & social CRM

1. Social Customer, Social Business Design & Social CRM A first draft towards a conceptualization

4. Integration of the Social Customer into the Social Business Design © 2010 – Version 1.0 - Bjoern Negelmann, N:Sight Research Customer Enterprise Corporate Objectives Social Toolset Customer Value Low High Reach & Awareness Interest, Demand & Advocacy Customer Satisfaction Pricing Maximizing Viral Marketing Community & Conversational Communications Realtime & Transparent Customer Service Crowd Sourcing Entertainment & Information Relevance Satisfaction by Problem-Solving Self-Esteem by Participation in Product Creation Social Campaigning Social Marketing Social Service Social Production Prospect/Demand Conversion Customer/Peer Advocacy & Affiliate 2.0 Status, Self- Affirmation & Giving/Getting Information Social Sales

5. Social CRM as IT-enabled Management of Social Customer Relationship © 2010 – Version 1.0 - Bjoern Negelmann, N:Sight Research Social CRM Application Feature Customer Enterprise Corporate Objectives Social Toolset Customer Value Low High Reach & Awareness Interest, Demand & Advocacy Customer Satisfaction Pricing Maximizing Viral Marketing Community & Conversational Communications Realtime & Transparent Customer Service Crowd Sourcing Entertainment & Information Relevance Satisfaction by Problem-Solving Self-Esteem by Participation in Product Creation Social Campaigning Social Marketing Social Service Social Production Prospect/Demand Conversion Customer/Peer Advocacy & Affiliate 2.0 Status, Self- Affirmation & Giving/Getting Information Social Sales Analytics of Social Activities Field Sales & Advocacy Sales Support w/ enhanced information Service Support w/ Enhanced information Conversation Support Campaign Support