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Social CRM




Whats it about?




                  1
Can you be like him if ...




                             2
I gave you his cycle?




Armstrong's 1993 World's-winning Team Motorola Caloi, made by Litespeed   3
CRM is not about tools alone ...




                               4
... why should Social CRM be?




                                5
Tools help, but work on the
           swing




                              6
Key challenges for businesses




                                7
Community: Who, Where, What




  How to find more about the appropriate communities of customers?   8
Integration: Participate or
               Leverage?




   Where will social media live within an organization?   9
Governance: Advocate vs
         Detractor




     What are the rules of engagement?   10
Culture: Transparent, Opaque or
                    Translucent?




  What's the right balance between transparency and h...
Human Resource: Blogs, Twitter,
     Facebook ... NEXT?




      How will social media affect HR and legal policies?   12
Social CRM in Practice




Think customer co­creation & ecosystem, pull 
    not push medium for more business.




      ...
What do we want to achieve?




                              14
Airstrip?




            15
Aerotropolis?




                16
Think aerotropolis & economy, not a port for 
         bum handling businesses.

                                         ...
Thank you!



A, Prem (Cognizant)
prem.a@cognizant.com
http://j.mp/prem_k
http://twitter.com/prem_k

Resources http://j.mp...
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Social CRM - Whats it about?

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Some key challenges to Businesses when embarking upon the Social CRM strategy.

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Social CRM - Whats it about?

  1. 1. Social CRM Whats it about? 1
  2. 2. Can you be like him if ... 2
  3. 3. I gave you his cycle? Armstrong's 1993 World's-winning Team Motorola Caloi, made by Litespeed 3
  4. 4. CRM is not about tools alone ... 4
  5. 5. ... why should Social CRM be? 5
  6. 6. Tools help, but work on the swing 6
  7. 7. Key challenges for businesses 7
  8. 8. Community: Who, Where, What How to find more about the appropriate communities of customers? 8
  9. 9. Integration: Participate or Leverage? Where will social media live within an organization? 9
  10. 10. Governance: Advocate vs Detractor What are the rules of engagement? 10
  11. 11. Culture: Transparent, Opaque or Translucent? What's the right balance between transparency and hoarding knowledge? 11
  12. 12. Human Resource: Blogs, Twitter, Facebook ... NEXT? How will social media affect HR and legal policies? 12
  13. 13. Social CRM in Practice Think customer co­creation & ecosystem, pull  not push medium for more business. 13
  14. 14. What do we want to achieve? 14
  15. 15. Airstrip? 15
  16. 16. Aerotropolis? 16
  17. 17. Think aerotropolis & economy, not a port for  bum handling businesses. 17
  18. 18. Thank you! A, Prem (Cognizant) prem.a@cognizant.com http://j.mp/prem_k http://twitter.com/prem_k Resources http://j.mp/scrmjumps  18

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