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My presentation at Social CRM 2011 Paris on Dec 6, 2011 (Our Social Times)
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Mark Tamismark.tamis@Net-7.frhttp://marktamis.com@MarkTamis #scrm #socbiz #e20
Social CRM is about the
Social Customer, not just
Social Media
A Communications Revolution
The Balance Has Shifted
Business Partnership
Your Company Is Like The Eiffel Tower
Can You Hear What They're Saying Down There?
Do You Find This View Inviting or Ominous?
Which Direction Should My Company Take?
For The Customer
offers the potential for customised solutions, superior service and reduced costs over thelifetime of their relationship with the firm
The Promise of CRM
For The Firm
ability to gather customer data swiftly, identify the most valuable customers over time and increase customer retention
Moving Beyond Contact and Transactional Data
Cross-Touchpoint Customer Experiences
What and Who Matters to Whom And In Which Context?
Business & Customer Intelligence Value
Proposition
Capabilities Customer & Business Outcomes
Business Vision & Strategy Portfolio
Service
Feedback & analysis
« Markets are conversations »
Understanding and Meeting Customer Desired Outcomes
in the context of their Jobs-to-be-Done
Understand Interests and Sentiment
Desired Outcomesin
Customer Care
Customer Experience Map
Value Network Analysis
Customer Collaboration
FromFear of Change
to Value Co-creation
FromCampaign
to Continuity
Mark Tamismark.tamis@Net-7.frhttp://marktamis.com@MarkTamis #scrm #socbiz #e20
Social CRM is about the
Social Customer, not just
Social Media
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