7. Goal
§ 360°view
§ Be where they are…
… but provide an engagement
platform
§ Enrich / rebuild traditional systems…
but this is not a simple CR
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8. Tools basics
§ No free lunch
§ Try before you buy
§ Your needs are not my needs
§ Get what you need now, upgrade
later
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10. Engagement team
§ Weakest & strongest link
§ 24/7 world vs business hours
SLA management is vital
§ People become the account
Team management is key
§ Share / celebrate your successes
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11. Engagement team vs Others
§ Who can talk?
§ Roles & responsibilities
§ Spread the word
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