My presentation at Social CRM 2011 on May 6 in London CC BY-NC-ND 3.0

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. Customer Insights
Understanding and Meeting Customer Desired Outcomes

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

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

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. Getting Lost In Data
Agility, Flexibility, Empowerment

30. Mark Tamis
mark.tamis@Net-7.fr
http://marktamis.com
@MarkTamis #scrm #socbiz #e20
CeBIT WebCiety Social CRM Session March 2, 2011

31. Image sources
http://www.thetravelpeach.com/europe-vacations/france/eiffel-tower.jpg
http://i274.photobucket.com/albums/jj258/glamazon67/Eiffel_Tower___Looking_Down___by_Ch.jpg
http://i220.photobucket.com/albums/dd119/xzoallisonozx/paris/IMG_0013.jpg
http://i175.photobucket.com/albums/w125/slickschultzy/Paris/IMG_2091.jpg
http://kristinasworld.files.wordpress.com/2007/09/onion1.jpg
http://i99.photobucket.com/albums/l302/holymosses/070305_synapse_300.jpg
http://i347.photobucket.com/albums/p462/wantsomethingelse/wolfw-wetzler-1.jpg
http://i558.photobucket.com/albums/ss22/jmf1066/obamasdriversliscense.jpg
http://i583.photobucket.com/albums/ss274/mrbojangles383538/2%20week%20break/P4170057.jpg
http://www.cg-files.com/cgpicture/Creating-a-CD-PLayer-in-Photoshop-Tutorial/Creating-a-CD-PLayer-in-Photoshop-Tutorial1.jpg
http://copenhagencocreation.com/category/what-is-co-creation/
http://i100.photobucket.com/albums/m23/joannmp/100_0216.jpg
http://www.php2k.com/blog/3d-max-studio-tutorials/3dsmax-3d-garden-see-saw-model-tutorial/
http://www.healthcare-informatics.com/Media/BlogMembers/Collaborate%20around%20health%20it.jpg
http://serendip.brynmawr.edu/exchange/files/images/collaborate.jpg
http://aworldwithin.files.wordpress.com/2008/04/new-137.jpg