Social CRM is based on the simple premise that you are able to interact with your customers based on their needs, not your rules. It is an extension of CRM, not a replacement, and among the important benefits is that it adds value back to the users and customers.

1. CRM in the age of the Social Web Mitch Lieberman

2. First - What is CRM? (Customer Relationship Management)

4. Departments, unfortunately are rarely aligned

5. CRM is important, but has too strong an internal focus

6. Technology is also important, but CRM is a little too much about Tools

7. Second - What is the Social Web? (nope, not Spiderman’s bachelor party)

9. Customers and Prospect ‘ hang out’ at various locations .

10. Establishing trust is job #1 for the entire organization (psst, this needs to happen before they buy from you)

11. Trust me? Uhh ?!? @Lucy not nice #fail #scrm #football

12. Image by: Textualcreations.ca You need to invite your customer into your ecosystem Customer Partners Suppliers Company

13. The challenge is that it requires a change in Focus

14. Old Organization + New Technology = Old Expensive Organization

17. How do we Proceed?

20. CRM

23. Action / Reaction / Management (ARM) Process

31. 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

33. Collaborators

34. Thanks! Mitch Lieberman