What Customer Relationship Management entails in the 21st Century

• 1. What CustomerRelationshipManagement meansSameer Patelin the 21st Century. @sameerpatel Blog: Pretzellogic.orgSovos Group

2. $13 BillionGartner- 2011 CRM software market size estimate 3. $13BillionGartner- 2011 CRM software market size estimate 4. 9% Sameer Patel | Pretzellogic.org | @sameerpatel Gartner - 2011 CRM spend increase 4 5. Question 1:What exactly is CRM usedfor?Question 2:Where are these customers that we want to havethat relationship with?Question 3:And what do these prospect and customers expect? 5 6. To UpdateForecastsLeads ContactsOpportunitiesWinsCRM is..onegiantcontact managementand reporting tool. 6 7. Question 1:What exactly is CRM used for??Question 2:Where are these customers thatwe want to have thatrelationship with?Question 3:And what do these prospect and customers expect? 7 8. .havehadexitenoughCustomers today.... 8 9. 200 MillionAmericanshaveregistered forthe FTCs DoNot Call list.Sameer Patel | Pretzellogic.org | @sameerpatel Source: FTC 2010 9 10. 91% of emailusers haveunsubscribedfrom a companyemail theypreviously optedinto. Source: Exaact Target 2001 10 11. Dear,11 12. Internet users in theUS.spend 3 timesmore time on thesocial networksand blogsthan they do inEmail Source: Neilson Company 2009 13. Use of Social Media as a Business Information Resource byIndustry Real Estate and Construction Healthcare Media and Entertainment Automotive Computers and Software Food and BeverageWhere are buyers increasingly hanging out?Business.com Social Media Benchmarking Study 2009 13 14. Access to social and traditional web content now equalizedSameer Patel | Pretzellogic.org | @sameerpatel 14 15. Question 1:What exactly is CRM used for?Question 2:Where are these customers that we want to havethat relationship with?Question 3:And what do theseprospects and customersexpect? 15 16. Share 42 %Opinion Interact 23 %with BrandsTodays Customer Expectations2011 IBM Study From Social Media to Social CRM 16 17. 61% want Discounts55% want to make a PurchaseBUT53% want tolearn more about whatyou sell.IBM - From Social Media to Social CRM 17 18. Tenants of customerRelationshipmanagementin the 21 st Century 18 19. EngagementExpert AnswersNot DataGlobalCompetencyMinimal Latency but Local Relevancycustomer relationship expectations in the 21st century 19 20. peoplelikethem..20 21. yourinternalexperts Sameer Patel | Pretzellogic.org | @sameerpatel 21 22. your partners and suppliersSameer Patel | Pretzellogic.org | @sameerpatel22 23. andthose atthe edge.Sameer Patel | Pretzellogic.org | @sameerpatel 23 24. This is the CustomersExpectation ofCM24 25. So what dowe doabout it?25 26. Weve designeda locked-in workenvironment forthe last 3decades. 26 27. CRMTodays systems-centric designHRassumes wereBIProcess optimized to run our business. SupplyFinance Chain But are we? 27 28. The Value Chain.Yes. Were Well Optimized. But For Silos.28 29. The Value Chain. The Customer Decides Whats Primary 29 30. EngagementExpertNetwork. Not DataAnswersAttached. Minimal LatencyGlobalCompetency but Local CRM CRMProcess. Relevancy BIHR BI Business HRProcess Supply SupplyFinance Chain Finance ChainMeet 21st CenturyCustomer Expectations. Sameer Patel | Pretzellogic.org | @sameerpatel30 31. Why here?Why you? 32. 21st Century customer Relationship management: Service Sales Marketing 32 33. Engagement ExpertNot Data AnswersDISTRIBUTIONGlobalMinimal CompetencyLatencybut Local Relevancy DEMANDPRODUCTION IDEATIONcRm happens across the entire Demand and Supply Chain. 34. The Opportunity ENTERPRISE 2.0 What is it?The Social Web exposes the true sentiment and needs of your customers. Sameer Patel | Pretzellogic.org | @sameerpatel 34 35. The Opportunity ENTERPRISE 2.0 What is it?You own most of the ingredients already. Sameer Patel | Pretzellogic.org | @sameerpatel 35 36. The Opportunity ENTERPRISE 2.0 What is it?And the collaborative enterprise comes for an attractive ROI.Sameer Patel | Pretzellogic.org | @sameerpatel 36 37. Thanks.Sameer PatelTwitter: @sameerpatelBlog: [email protected]