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What customers expect of us if we want to build meaningful relationships with them in the age of the social web. [email protected]
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Sameer Patel@sameerpatel
Blog: Pretzellogic.orgWork: Sovosgroup.com
Putting the Relationship back in Customer Relationship Management
$13.3 Billion
Gartner - 2012 CRM software market size estimate
9%
Gartner - 2011 CRM spend increase
Question 1:
What exactly is CRM used for? Question 2: Where are these customers that we want to have that relationship with?
Question 3: And what do these prospect and customers expect?
CRM is…..one…giant…contact management and reporting tool.
…Forecasts …Leads
…Contacts …Opportunities
…Wins
To Update…
Question 1: What exactly is CRM used for??
Question 2: Where are these customers that we want to have that relationship with?
Question 3: And what do these prospect and customers expect?
….have had enough
Customers today....
exit
200 Million Americans have registered for the FTC’s ‘Do Not Call’ list.
Source: FTC 2010
91% of email users have unsubscribed from a company email they previously opted into.
Source: Exaact Target 2001
Dear, <insert name here >
Internet users in the US…. …spend 3 times more time on the social networks and blogs…
…than they do in Email Source: Neilson Company 2009
Real Estate and Construction
Healthcare
Media and Entertainment
Automotive
Computers and Software
Food and Beverage
Where are buyers increasingly hanging out?
Business.com Social Media Benchmarking Study 2009
Use of Social Media as a Business Information Resource by Industry
13
Access to social and traditional web content now equalized
Question 1: What exactly is CRM used for?
Question 2: Where are these customers that we want to have
that relationship with?
Question 3: And what do these prospects and customers expect?
23 %
42 %
Today’s Customer Expectations
2011 IBM Study – “From Social Media to Social CRM”
Share Opinion
Interact with Brands
61% want Discounts55% want to make a Purchase
BUT…
53% want to learn more about what you sell.
IBM - From Social Media to Social CRM
Engagement Not Data Expert Answers
Minimal Latency
Global Competency
but Local Relevancy
customer relationship expectations in the 21st century
Why here?
Why you?
IDEATION
PRODUCTION
DISTRIBUTION
DEMAND
Engagement Not Data
Expert Answers
Minimal Latency
Global Competency
but Local Relevancy
cRm happens across the programs YOU manage that connect…
…people like them..
…your internal experts
…your partners and suppliers…
…and those at the edge.
This is the Customers Expectation of
CRM
So what about
traditional crm?
It’s Vital.
[email protected]| @sameerpatel
True customer Relationship Management
+
=cRm
Its about identifying Intent and Expertise Fulfillment
+
crm+
But we need to move on beyond Programmatic Metrics….
… and focus on Business Performance
Sameer Patel
Twitter: @sameerpatel
Blog: pretzellogic.org
Web: sovosgroup.com
Thanks.
