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The Future of Social CRM
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Mark Tamis
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My presentation at Social CRM 2011 on May 6 in London CC BY-NC-ND 3.0
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The Future of Social CRM
1.
The Future of
Social CRM
2.
...Lies Beyond Social
Media
3.
The result of
a business is a satisfied customer – Peter Drucker
4.
Your Company and
Customers Are Like The Eiffel Tower
5.
Can You Hear
What They're Saying Down There?
6.
Do You Find
This View Inviting or Ominous?
7.
The Balance Has
Shifted
8.
You Don't Acquire
or Sell To Customers, They Buy From You
9.
Align Customer Experience
Expectations
10.
Broadcasting And Not
Listening is Ineffective Oh, And BTW, Customers No Longer Trust You
11.
Moving Beyond Contact
and Transactional Data
12.
Which Direction For
Each Business Function?
13.
Customer Insights
Understanding and Meeting Customer Desired Outcomes
14.
Understand Interests and
Sentiment
15.
Big Data, Voice of
Customer And Sentiment Analysis Leverage Social Graphs and Social Networks
16.
What and Who
Matters to Whom And In Which Context? People-driven Segmentation
17.
Connecting People and
Networks – Friend Discovery Engage, Learn, and Share
18.
'Unio' is Latin
For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy
19.
Knowledge Flows, Peer
Support and Word of Mouth Internet / General Public Customers Community Superusers Staff
20.
Knowledge Flows, Peer
Support and Word of Mouth Internet / General Public Customers Community Superusers Staff
21.
Innovation Sourcing Trendspotting, Crowd
& Smartsourcing
22.
Co-Create Value With
Your Customers
23.
Sales - From
Gatekeeper To Consultant Everyone Can Impact The Customer Experience
24.
Collaboration For, Around
and With Customers
25.
Collaboration Is The
Missing Piece Of the Puzzle The Collaborative Enterprise
26.
What Are The
Risks?
27.
Open the Gold
Guilded Gates
28.
Avoid Silo Thinking
29.
Getting Lost In
Data Agility, Flexibility, Empowerment
30.
Mark Tamis
mark.tamis@Net-7.fr http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2011
31.
Image sources http://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpg http://i274.photobucket.com/albums/jj258/glamazon67/Eiffel_Tower___Looking_Down___by_Ch.jpg http://i220.photobucket.com/albums/dd119/xzoallisonozx/paris/IMG_0013.jpg http://i175.photobucket.com/albums/w125/slickschultzy/Paris/IMG_2091.jpg http://kristinasworld.files.wordpress.com/2007/09/onion1.jpg http://i99.photobucket.com/albums/l302/holymosses/070305_synapse_300.jpg http://i347.photobucket.com/albums/p462/wantsomethingelse/wolfw-wetzler-1.jpg http://i558.photobucket.com/albums/ss22/jmf1066/obamasdriversliscense.jpg http://i583.photobucket.com/albums/ss274/mrbojangles383538/2%20week%20break/P4170057.jpg http://www.cg-files.com/cgpicture/Creating-a-CD-PLayer-in-Photoshop-Tutorial/Creating-a-CD-PLayer-in-Photoshop-Tutorial1.jpg http://copenhagencocreation.com/category/what-is-co-creation/ http://i100.photobucket.com/albums/m23/joannmp/100_0216.jpg http://www.php2k.com/blog/3d-max-studio-tutorials/3dsmax-3d-garden-see-saw-model-tutorial/ http://www.healthcare-informatics.com/Media/BlogMembers/Collaborate%20around%20health%20it.jpg http://serendip.brynmawr.edu/exchange/files/images/collaborate.jpg http://aworldwithin.files.wordpress.com/2008/04/new-137.jpg
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