Presented at Call Center Week in Las Vegas 2011, Jacob Morgan of Chess Media Group collaborated with Astute Solutions to deliver a workshop on Social CRM success.

1. Social CRM: Setting up for Success Call Center Week Jacob Morgan Chess Media Group June 2011

3. Author of Twittfaced

4. Blogger on enterprise and customer collaboration: SocialBusinessAdviser.com

5. Traveler, Chess Lover, and Explorer

7. Part 1: Understanding Social CRM

9. Fastest growing sector for Internet use is communities (5.4% in a year)

10. 43% of consumers say that companies should use social networks to solve the consumers' problems (Cone Business in Social Media Study)

11. 7% of organizations understand the CRM value of social media, (Brand Science Institute, European Perspective, August 2010)

12. The three most influential factors for consumers when deciding which company to do business with are:

13. Personal experience (98%),

14. Company’s reputation or brand (92%), and

15. Recommendations from friends and family (88%) (American Express)Customer Strategy, The Numbers

17. What is this really all about? Culture Technology

18. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Culture and Technology Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

19. What is Social CRM? Solving customer facing business problems in the context of how culture and technology has changed.

20. Difference between social media and social CRM Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

24. Social customer

26. Customer Company

31. McKinsey

32. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data” IBM

35. Product issues are PRODUCT ISSUES Don’t bribe your customers, fix the problem!

36. Dr. Natalie Petouhoff,

37. Dr. Natalie Petouhoff,

42. Part 2: Building the Strategy

43. Social Business isn’t a state, it’s the acknowledgement that culture and technology has changed, and that organizations can leverage these changes to solve the same business problems that they have always had and will always have. Customers

44. What About Risk? (Failure Mode and Effects Analysis) Customers Xishuanbanna, China

45. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

46. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

47. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

48. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

49. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

50. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

51. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”

53. Start monitoring and engaging with customers

54. Develop policies and guidelines

56. Don’t just let this sit