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My presentation at CeBIT webciety on March 2, 2011. This served as an introduction to the ensuing Panel discussion between Martin Schneider of SugarCRM, Ulf Brandes of Deutsche Messe Interactive and myself
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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
[email protected]://marktamis.com@MarkTamis #scrm #socbiz #e20
CeBIT WebCiety Social CRM Session March 2, 2011
Image sources
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