Presentation by Mark Tamis @MarkTamis Social CRM & Social Business Strategist, Net-7. from the Social CRM Conference 2011 #scrm11 http://www.oursocialtimes.com/socialCRMLondon/

1. The Future of Social CRM

2. ...Lies Beyond Social Media

3. The result of a business is a satisfied customer – Peter Drucker

4. Your Company and Customers Are Like The Eiffel Tower

5. Can You Hear What They're Saying Down There?

6. Do You Find This View Inviting or Ominous?

7. The Balance Has Shifted

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

9. Align Customer Experience Expectations

10. Broadcasting And Not Listening is Ineffective Oh, And BTW, Customers No Longer Trust You

11. Moving Beyond Contact and Transactional Data

12. Which Direction For Each Business Function?

13. Understanding and Meeting Customer Desired Outcomes Customer Insights

14. Understand Interests and Sentiment

15. Big Data, Voice of Customer And Sentiment Analysis Leverage Social Graphs and Social Networks

16. What and Who Matters to Whom And In Which Context? People-driven Segmentation

17. Connecting People and Networks – Friend Discovery Engage, Learn, and Share

18. 'Unio' is Latin For Onion - One or Unity Improve Experience, Co-Create Value, Drive Advocacy

19. Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth

20. Internet / General Public Customers Community Superusers Staff Knowledge Flows, Peer Support and Word of Mouth

21. Innovation Sourcing Trendspotting, Crowd & Smartsourcing

22. Co-Create Value With Your Customers

23. Sales - From Gatekeeper To Consultant Everyone Can Impact The Customer Experience

24. Collaboration For, Around and With Customers

25. Collaboration Is The Missing Piece Of the Puzzle The Collaborative Enterprise

26. What Are The Risks?

27. Open the Gold Guilded Gates

28. Avoid Silo Thinking

29. Agility, Flexibility, Empowerment Getting Lost In Data

30. Mark Tamis [email_address] http://marktamis.com @MarkTamis #scrm #socbiz #e20 CeBIT WebCiety Social CRM Session March 2, 2011