Enterprise 2.0 Conference Milano June 2010
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except where otherwise noted, this work is licensed under creative commons 3.0 Una Nuova Era Di Coinvolgimento Del Cliente Tramite il Social CRM How extending enterprise 2.0 beyond your internal world makes sense – and money Mark Tamis – Net-7 Esteban Kolsky - thinkJar
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Social CRM presentation at the Enterprise 2.0 Conference in Milan, June 9-10, 2010 - Esteban Kolsky @ekolsky and Mark Tamis @MarkTamis
Transcript of Enterprise 2.0 Conference Milano June 2010
except where otherwise noted, this work is licensed under creative commons 3.0
Una Nuova Era Di Coinvolgimento Del Cliente Tramite il Social CRM
How extending enterprise 2.0 beyond your internal world makes sense – and money
Mark Tamis – Net-7 Esteban Kolsky - thinkJar
You Cannot Yell at Your Customers Anymore!
Fabio Cipriano
The Emergence of the “New” Social Customer
The Social
customer
Your company
Competitor Partner
Customer Customer
Customer Customer
Customer Customer
Customer
Customer Customer
Customer Customer
Customer Customer
Fabio Cipriano
The Social Customer Fits into your Ecosystem Now…
An Old Ecosystem (company centric)
A New Ecosystem (customer centric)
First Thing? Your Business Model – Throw it Away…
Business Model
Social Environment Technology
Legal Environment
Customer Demand
Competitive Forces
Channels, Partners and Suppliers
Strategy
Technology Governance
BusinessModel
Your New Business Model
external communities
hybrid communities
internal communities
Customers
Employees
Customers VoiceofCustomer(feedback) Co‐creation&ConceptValidation(ideation) Peer‐to‐peerSupport TribalKnowledge(community‐generated,community‐managed)
Employees CustomerTicketResolution Collaborateinhybridcommunities CustomerCare,Marketing,Sales ParticipateinE2.0efforts
Consumers &
Communities
Building a Collaborative Enterprise – Step 1
Collaborative Enterprise
Channels Gainandprovidecustomerinsightsfromchannels Buyingbehaviour Customerexperiencemanagementloop
Partners&Suppliers CustomerService CustomerInsightsExchange Co‐design ValueChainCollaboration
Consumers &
Communities
Partners & Suppliers
Channels
Building a Collaborative Enterprise – Step 2
Collaborative Enterprise
TheCollaborativeEnterprise=Engagement CollaboratearoundandwithClients&Consumers
Collaborateto UnderstandJobs‐to‐be‐Done
Co‐Createtomeetexpectations
ActonCustomerInsights
ProvidetheexpectedCustomerExperience
Collaboratetoincludevaluechain
The Collaborative Enterprise
Social CRM
E2.0
Social Networks
Communities And
Consumers The
Collaborative Enterprise
Customers
Employees
Channels
Partners & Suppliers
Collaboration to Meet Desired Outcomes
Remember When Doing This…
Customers are More Connected to Each Other Than to Your Firm
Customers are Following the Direction Provided by the Social Network
Organizations are Following the Direction Provided by the Technology, Should Follow the Direction Provided by Their Strategy
Convergence of SCRM and E2.0 Occurs in Communities
confused?!
except where otherwise noted, this work is licensed under creative commons 3.0
Una Nuova Era Di Coinvolgimento Del Cliente Tramite il Social CRM
How extending enterprise 2.0 beyond your internal world makes sense – and money
Mark Tamis – Net-7 @MarkTamis http://marktamis.com
Esteban Kolsky – thinkJar @ekolsky http://estebankolsky.com
