Where is social crm today? Watch the full presentation on youtube. What is social CRM? What are the hurdles to social CRM? Where is SCRM going in the future?
You can watch the professionally recorded full presentation here:
http://www.youtube.com/watch?v=0E35xggRsqo
An insightful and inspiring talk given at Cogent Elliott on June 28, 2012
2. Social CRM
Social CRM today
What is Social CRM?
What are the hurdles to implementation in practice?
A glimpse of the future
Thursday, 28 June 12
3. About me
Digital archictect
15 years of web applications - enterprise, non-profit, social
marketing campaigns
Creative technology, game design, application strategy,
writing and blogging
Leaderboarded.com - social data leaderboards
Thursday, 28 June 12
10. A long definition
“Social CRM is the integration of traditional operational
customer facing activities including strategies, programs,
systems, and technologies with emergent social channels to
provide businesses with the means to communicate and
engage with customers in their preferred channels for
mutual benefit.” Paul Greenberg
Thursday, 28 June 12
11. A short definition
Integrating social data into CRM
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18. Social data is a stream
If you’ve harvested social data
about your customers, it’s for
immediate use.
The value of social data decays
rapidly.
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23. No magic bullet
Social CRM is just getting
started. The tools today
are only part of the
solution we’ll need
tomorrow. Brian Solis paraphrased May 2012
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24. Managing internally
Command Centres
http://www.youtube.com/watch?v=InrOvEE2v38
Thursday, 28 June 12
34. Summary
Social CRM is weaving social data into your CRM practice
You can’t track everything - stick to your business cases
Social isn’t a fad, it’s going to be even more pervasive
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35. Thank you & questions
Stay in touch
Follow me on Twitter: @tobyberesford
Add me on LinkedIn
Thursday, 28 June 12