On Social CRM

@willmcinnes

the 1/9/90 rule Clients

Future of SCRM

the 1/9/90 rule Traditional CRM phases

• ‘Acquire’ or ‘Get customers’

• ‘Enhance’ or ‘Make the experience better’

• ‘Retain’ or ‘Keep customers’

Not joined up

Unicorn land

But is this SCRM?

the 1/9/90 rule• Everything is easy for everyone

• The consumer is in control of their stuff

• The organisation is in control of their stuff

• All the databases sing together like a gospel choir, sweet and heavenly

• Create stronger loyalty by offering tailored stuff

• Move faster and better than competitors by knowing more, sooner

• Reduce operating costs by minimising faff, replication and silliness

http://www.flickr.com/photos/icelandic_sheepdog/3071125716/ The prize

the 1/9/90 rule 1. Buzz monitoring

2. Community engagement

3. Community at scale

How we got here

the 1/9/90 rule 1. Buzz monitoring

2. Community engagement

3. Community at scale

4. Joining up data sources

5. Then doing something meaningful with the results…

The mission

http://www.flickr.com/photos/abecity/2735645881/

Phases of SCRM• Buzz monitoring

• Community engagement

• Community at scale

• --------- we are here

• Joining up

http://www.flickr.com/photos/id-iom/3325655624/sizes/z/

the 1/9/90 rule SCRM wishlist

• Involves Customer Service

•Offers consumers an SLA

•Documented, working processes across the organisation

•Appropriate systems and technology in place

• Internal training

•Underpinned by clear and agreed definition of value

•Manages privacy

• Is proactive

•Handles unstructured data

•Highly contextual

Thanks – let’s discuss

@willmcinnes