Enterprise Customer Experience represents the people, processes and technology required to listen, guide and engage your customers in the digital world; all towards creating personalized therefore enhanced experiences. Just like the real world, in the digital space, experience cannot be given, but can be designed, enabled and carefully considered.
Each digital interaction creates data, which leads to information that when properly leveraged creates insights. When something is good, can you repeat it, when something is bad, how quickly can it be changed, altered? The real question is, how do you progress from too much data - an overload condition, to actually using it to enhance the customer experience?
4. and Sharing of Experiences
happens within the digital world
4
5. Experience is not a Process
an experience is visceral, an individual response
to stimulus (or lack of)
5
6. Enterprise Customer Experience
The Future of CRM
The people, internal processes and technology required to
listen, guide and engage your customers in the digital world.
6
27. Social Media Initiatives Mature
• Beyond Departments
• Beyond „Likes‟ and „Follows‟
• Beyond „shooting from the hip‟
• Beyond Uncoordinated efforts
Towards Digital Programs
27
28. Digital Communication Programs
• With Coordination
• With Defined Success Metrics
• With Emergent Analytics
• With Modest Governance
Teeing up Social CRM
28
29. Social CRM is the Starting Point
for Enterprise Customer Experience
29
30. The Value of Social CRM
• Coordinated Customer Facing Programs
• Technical and Business Integration
• Advanced Analytics Leading to Insights
• Personal Interactions and Engagement
30
31. The Evolution of CRM
• Social CRM is Consumed by CRM
• Front to Back Office Coordination
• Repeatable Process, Governance
• Community, Content, Collaboration
• Universal Access to Information
Is Social CRM Part of CRM?
31