Presented by Laurence Buchanan, Capgemini, at SugarCon 2011.

1. Star Wars and Social CRM
@Buchanla

2. First Generation
CRM – Technology
centric, monolithic

3. Command and
Control
© Capgemini UK Plc 2009

4. Marketing, Sales &
Service forced to
comply and enforce
© Capgemini UK Plc 2009

5. The CRM
wilderness years
© Capgemini UK Plc 2009

6. Agile fight-back
© Capgemini UK Plc 2009

7. The Awakening – use the Force
© Capgemini UK Plc 2009

8. “An omnipresent form of energy which can be
harnessed by those with that ability…an energy
field created by all living things that surrounds
us, penetrates us and binds the galaxy together"
© Capgemini UK Plc 2009

9. The voice of the customer has
grown stronger with the advent of
social media
© Capgemini UK Plc 2009

10. “The company's programmatic response to the
customer's control of the conversation.“
Paul Greenberg “Time to Put a Stake in the Ground on Social CRM”, July 6th, 2009
© Capgemini UK Plc 2009

11. From the organisation’s perspective the
Force can be used for both good and evil!
© Capgemini UK Plc 2009

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15. © Capgemini UK Plc 2009

16. The dark side of the force…
© Capgemini UK Plc 2009

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18. © Capgemini UK Plc 2009

19. Netflix shares drop 5.8%
in one morning 08/03/11

20. Tips for aspiring Jedi
Warriors
© Capgemini UK Plc 2009

21. Focus by starting with customers and
the jobs they are trying to do

22. Force IT and the Business together

23. Address your control issues

24. Think about command centers
not contact centers

25. Co-ordinated speed and
agility beats monolithic
every time

26. Twitter: @buchanla
Blog: thecustomerevolution.com
© Capgemini UK Plc 2009