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CRM in 1 Day
1. Changing Perspective
how we need to change thinking about the
(Social) Customer & Customer relationships
By Wim Rampen
http://wimrampen.com
http://twitter.com/wimrampen
mobile: +31 (0)6 364 912 60
http://homepage.ntlworld.com/andrew.lipson/escher/relativity-1600.jpg
2. Being transparant about my goal today
I’ll be trying to “bust” some myths, change some of your beliefs,
but most of all I’ll be trying to start a process of thinking differently
about the Customer.. http://www.flickr.com/photos/cdevers/4579864329/
3. Managing Expectations:
This presentation is NOT about the Social Media channel..
It is about following the logic of the Social Customer..
image courtesy: http://www.flickr.com/photos/laughingsquid/383433646/
4. It's about the company's response
to the customer's ownership of the
conversation..
by Paul Greenberg
cartoon by Mark Tamis: http://marktamis.com
28. Now, more than ever, the Customer is pulling information,
knowledge, other resources etc etc from their networks to get the
job done... with as little efforts/costs as possible
http://www.flickr.com/photos/marxpix/471485822/sizes/l/
29. the great disconnect
COMPANIES CUSTOMERS
Push & provide Pull & Co-create
Products & Messages Resources
Through 1:1 relationships From & with their networks
Aimed at Value To meet their desired
exchange outcome
On each possible With minimum
interaction effort
30. we need to allign our thinking & actions with
the Customer’s process of value creation..
image courtesy: http://www.flickr.com/photos/ahmadnawawi/3808452611/
31. Map customers’ value creation process, not
just your touch-points with them, and
understand how they pull resources from their
networks to get the job done..
image courtesy: http://www.flickr.com/photos/berkeleylab/2826536670/in/set-72157606890009024/
32. Build and help to develop relationships
between individuals with similar desired
outcomes and behavior
image courtesy: http://www.flickr.com/photos/loveforphotography/457269816/
33. Design experiences that stimulate engagement
through interactions in networks of
relationships
34. Support Customers’ value creation process by
facilitating Customers to connect with the right
resources and pull these when they need them
image courtesy: http://www.flickr.com/photos/romec1/3246065362/
35. Engage employees and partners in supporting
Customers in their process of value creation
36. Extract actionable insights from 360-degree
feedback to foster innovations and to turn
them into value propositions that attract new
Customers
image courtesy: http://www.flickr.com/photos/ableman/534153791/in/set-72157600321756478/
40. Engaging with Customers has never been more easy..
Helping your Customers be successful in their
jobs is not..
What would that mean for the reward?
41. Close the Gap
COMPANIES CUSTOMERS
Push & provide Pull & Co-create
Products & Messages Resources
Through 1:1 relationships From & with their networks
Aimed at Value To meet their desired
exchange outcome
On each possible With minimum
interaction effort
42. Changing Perspective
how we need to change thinking about the
(Social) Customer & Customer relationships
By Wim Rampen
http://wimrampen.com
http://twitter.com/wimrampen
mobile: +31 (0)6 364 912 60
http://homepage.ntlworld.com/andrew.lipson/escher/relativity-1600.jpg