My presentation on Social CRM for the New Communications Forum. The presentation takes a deeper look at Social CRM including models/frameworks and requirements for making SCRM a reality within an organization.

1. Social CRM : Putting the Customer First Jacob Morgan

3. Principal, Chess Media Group Author, Twittfaced Blogger: jmorganmarketing.com Traveler, Chess Lover, and Explorer Fellow @SNCR

5. Qantas

6. Qantas

7. Qantas

12. The Customer is Changing. Is Your Company? The traditional customer is the one we all were as recently as a decade ago. We bought products and services and based our decisions on utility and price. We communicated with the companies we were dealing with by letter, phone call, and occasional e-mail, if they had the facility to do that. But that customer changed because of a social change in the early part of the millennium. The customer seized control of the business ecosystem and it was never the same .“ ~ Paul Greenberg, Author of CRM at the Speed of Light

15. Slide by Deloitte

16. Slide by Deloitte

18. Will Companies Succeed? “ By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value . Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure .” ~ Gartner Group

19. Agenda

21. Agenda

23. Agenda Created by Jeremiah Owyang and Ray Wang from Altimeter Group

24. Dr. Natalie Petouhoff,

25. Dr. Natalie Petouhoff,

30. Did This Affect Stock Price?

31. “ Don’t get numb with the numbers, it’s about the customer experience!”

32. Models and Frameworks Social CRM is Sexy I love Social CRM Do you do Social CRM?

34. The Point Thanks Mitch!

45. YOU The Best SCRM Model is…

46. Long Road Ahead