Social CRM Presentation at Cebit Webciety, March 2, 2011

Your Company and Customers Are Like The Eiffel Tower

Can You Hear What They're Saying Down There?

Do You Find This View Inviting or Ominous?

The Balance Has Shifted

You Don't Acquire or Sell To Customers, They Buy From You

Understanding and Meeting Customer Desired Outcomes

Moving Beyond Contact and Transactional Data

Understand Interests and Sentiment

What and Who Matters to Whom And In Which Context?

People-driven Segmentation

Connecting People and Networks

Engage, Learn, and Share

In Which Direction Should I Take My Company?

'Unio' is Latin For Onion

One or Unity

Internet / General Public

Customers

Community

Superusers

Staff

Knowledge Flows, Peer Support and Word of Mouth

Internet / General Public

Customers

Community

Superusers

Staff

Knowledge Flows, Peer Support and Word of Mouth

Align Customer Experience Expectations

Leverage Customer Feedback Loops

Co-create and Innovate With Your Customers

B2B, From Gatekeeper To Coordinator

Organise Collaboration Around and With Customers

Mark Tamis

mark.tamis@Net-7.frhttp://marktamis.com@MarkTamis #scrm #socbiz #e20

CeBIT WebCiety Social CRM Session March 2, 2011

Image sources

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