What customers expect of us if we want to build meaningful relationships with them in the age of the social web. Sameer.patel@sovosgroup.com

1. Putting the Relationship back in Customer Relationship Management Sameer Patel @sameerpatel Blog: Pretzellogic.org Work: Sovosgroup.com

2. $13.3 Billion Gartner - 2012 CRM software market size estimate

3. 9% Gartner - 2011 CRM spend increase

4. Question 1: What exactly is CRM used for? Question 2: Where are these customers that we want to have that relationship with? Question 3: And what do these prospect and customers expect?

5. To Update… …Forecasts …Leads …Contacts …Opportunities …Wins CRM is…..one…giant…contact management and reporting tool.

6. Question 1: What exactly is CRM used for?? Question 2: Where are these customers that we want to have that relationship with? Question 3: And what do these prospect and customers expect?

7. ….have had enough exit Customers today....

8. 200 Million Americans have registered for the FTC’s ‘Do Not Call’ list. Source: FTC 2010

9. 91% of email users have unsubscribed from a company email they previously opted into. Source: Exaact Target 2001

10. Dear, <insert name here >

11. Internet users in the US…. …spend 3 times more time on the social networks and blogs… …than they do in Email Source: Neilson Company 2009

12. Use of Social Media as a Business Information Resource by Industry Real Estate and Construction Healthcare Media and Entertainment Automotive Computers and Software Food and Beverage Where are buyers increasingly hanging out? Business.com Social Media Benchmarking Study 2009

13. Access to social and traditional web content now equalized 13

14. Question 1: What exactly is CRM used for? Question 2: Where are these customers that we want to have that relationship with? Question 3: And what do these prospects and customers expect?

15. 42 % Share Opinion Interact with Brands 23 % Today’s Customer Expectations 2011 IBM Study – “From Social Media to Social CRM”

16. 61% want Discounts 55% want to make a Purchase BUT… 53% want to learn more about what you sell. IBM - From Social Media to Social CRM

17. Engagement Not Data Expert Answers Minimal Latency Global Competency but Local Relevancy customer relationshipexpectations in the 21st century

18. Why here? Why you?

19. Engagement Not Data Expert Answers DISTRIBUTION Minimal Latency Global Competency but Local Relevancy DEMAND PRODUCTION IDEATION cRm happens across the programs YOU manage that connect…

20. …people like them..

21. …your internal experts

22. …your partners and suppliers…

23. …and those at the edge.

24. This is the Customers Expectation of CRM

25. So what about traditional crm?

26. It’s Vital.

27. cRm = True customer Relationship Management + + crm + Its about identifying Intent and Expertise Fulfillment 27 sameer.patel@sovosgroup.com| @sameerpatel

28. But we need to move on beyond Programmatic Metrics….

29. …and focus on Business Performance

30. Thanks. Sameer Patel Twitter: @sameerpatel Blog: pretzellogic.org sameer.patel@sovosgroup.com Web: sovosgroup.com