Presented at Call Center Week in Las Vegas 2011, Jacob Morgan of Chess Media Group collaborated with Astute Solutions to deliver a workshop on Social CRM success.
17. What is this really all about? Culture Technology
18. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Culture and Technology Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
19. What is Social CRM? Solving customer facing business problems in the context of how culture and technology has changed.
20. Difference between social media and social CRM Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
32. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data” IBM
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35. Product issues are PRODUCT ISSUES Don’t bribe your customers, fix the problem!
43. Social Business isn’t a state, it’s the acknowledgement that culture and technology has changed, and that organizations can leverage these changes to solve the same business problems that they have always had and will always have. Customers
44. What About Risk? (Failure Mode and Effects Analysis) Customers Xishuanbanna, China
45. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
46. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
47. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
48. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
49. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
50. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”
51. Sharing information Bridging silos Use of social platforms Where people spend their time How people communicate Expectations The “real-time” world Monitoring tools Collaboration platforms Social networking sites Messaging “Follow the data”