A World Cafe event put on by the African SAP User Group (www.twitter.com/afsug) where we discussed the digital landscape in South Africa and the effect of Social Media on Business and CRM.
7. Exactly
what
CRM
2.0
is,
and
what
it
means
to
today’s
organizaCons,
remains
a
bit
unclear.
Some
define
it
as
a
way
to
use
the
Internet
to
enhance
tradi=onal,
one-‐dimensional
interac=ons
between
companies
and
their
exisCng
and
potenCal
customers
by
giving
clients
greater
control
over
how
they
communicate
with
the
firms
they
do
business
with
and
providing
them
with
the
tools
needed
to
form
the
foundaCon
of
the
relaConship.
Others
will
say
that
it’s
a
blend
of
methodologies,
processes,
and
technologies
that
create
a
culture
that
is
beneficial
to
both
company
and
client.
And
certain
industry
pundits
have
even
gone
as
far
as
to
say
that
CRM
2.0
enables
a
completely
unhindered
flow
of
informa=on
that
gives
customers
and
businesses
the
opportunity
to
work
in
close
concert
to
develop
new
offerings,
or
be2er
use
exisCng
ones.
8. SA’s Digital Landscape !
Most
stats
from
Arthur
Goldstuck’s
World
Wide
Worx
Research.
Precious
few
are
made
up.
9. Hat
=p:
Arthur
Goldstuck
for
confirmaCon
of
the
stats
(even
the
roughly
right
ones)
www.worldwideworx.co.za
50. World
Café
Session
1
South
Africa
is
approaching
the
digital
Fpping
point.
Business
is
increasingly
occuring
on
a
level
playing
field
where
everyone
has
a
voice.
You’re
encouraged
to
lose
control,
take
yourself
a
liQle
less
seriously.
You’re
told
that
you
no
longer
control
the
message.
You’re
told
to
listen!
DISCUSSION
#1:
How
does
your
current
CRM
strategy
incorporate
intelligence
gained
from
"listening
to
customers"?
What
might
happen
inside
your
organisa=on
when
you
start
responding
and
engaging
in
conversa=ons
on
social
channels?
58. OK.
OK.
So
there’s
some
amazing
stuff
possible?
59. Business
is
going
to
have
to
harness
(or
at
least
understand)
the
power
of
conversaFon
and
community.
And
remember
it
(CRM?)
So
where
do
we
start?!
90. World
Café
Session
2
Love
your
customers.
Scale
every
relaFonship.
Try.
Encourage
them
to
talk!
Don’t
worry,
ROI
will
come.
Although…
Is
Social
Media
relevant
for
every
company?
DISCUSSION
#2:
How
can
you
deepen
the
link
between
CRM
and
customer
service
in
your
organisa=on?
How
can
you
use
social
media
to
build
UTILITY
and
VALUE
for
customers?
91. Grand
finale!
We’re
in
a
world
where
relevance
and
culture
are
spreading
messages
faster
than
ever
before.
92. Don’t
take
it
from
me.
Take
it
from
a
bunch
of
elderly
Jews…
And
a
campaign
to
run
the
United
States
of
America.
93.
94. It’s
a
new
world,
one
where
the
original
ideal
of
CRM
might
just
be
possible.
How
are
you
going
to
play?
95. Where
to
next?
Dive
deeper
into
the
world
of
social
media
for
business
with
this
MasterClass
from
InternaConal
Strategy
Group
FutureWorld.
1
week
in
May
2011
ONLY.
More
informaCon:
h2p://www.andyhadfield.com/2011/04/social-‐media-‐masterclass-‐may-‐2011.html
96. • Your
speaker
– h2p://www.andyhadfield.com
– h2p://www.onebigwidget.com
– h2p://www.twi2er.com/andyhadfield
• All
content
from
the
day
in
“social
story”
form
– h2p://www.storify.com/
• African
SAP
User
Group
– h"p://afsug.co.za/
• The
videos
– Making
a
SPLASH
with
social
media
h2p://www.youtube.com/watch?v=tPgQsv2KPwc
– Gary
Veynerchuk
on
“Actually
giving
a
fuck”
h2p://www.youtube.com/watch?v=BEYjvifUdeM
– Obama
Social
Media
Campaign
h2p://www.youtube.com/watch?v=AgHHX9R4Qtk