CRM 2.0

• ~ Internally
  • Internal knowledge sharing
  • Internal Collaboration
  • Co-innovation
  • Web 2.0
  • ~ Enterprise 2.0
  • Platforms
• Products and Solutions
  • ~ CRM / CEM
  • ~ BI - Analytics and Insight
  • ~ Search Engines
  • introduction brokers
  • blogs
  • podcasts
  • ~ Google OpenSocial API
  • Wikis
  • ~ SCM
  • SaaS
  • ~ VRM
  • ~ SMO, SMM and Viral Marketing
  • ~ Social Graph
  • Loyality Programs
  • ~ NBA (Next Best Action)
  • ~ Cloud Computing
  • ~ Social Media monitoring
  • ~ Cloud Computing?
  • Enterpride UI (Ajax, Web 2.0)
  • End-To-End Business Processes
• Customers
  • Customer Experience
  • Customer Value
  • Customer Engagement
  • Influence on products
  • Outside-In View
  • Personal Networks
  • ~ Lifestyle, Lifestage and Values
  • Trusted Source
• Extends
  • Contact Management
    • relations between contacts
    • find your contacts' contacts
    • self published data
  • ~ Web 2.0
    • web design
    • interactive
    • creative
    • collaboration
  • ~ Social Objects
  • CRM 1.0
    • operational CRM
    • 360 degree view of customer
    • Analytical CRM
  • Marketing
    • customer analysis
    • persuasive content architecture (PCA)
• Social Contacts' network
  • part of business
    • conferences
    • trade shows
    • mixers
    • business cards
  • data source
    • manually published data
    • the Web
    • member-contributed data
  • existing platforms
    • XING
    • LinkedIn
    • FaceBook
    • Wer-Kennt-Wen.de
    • Orkut
    • MySpace
    • Lokalisten
    • StudiVZ
• Problems
  • Data security
  • user aceptance
  • information hiding
  • "Dark Side" of knowledge sharing
  • cross-cultural differences
  • TRUST
  • ~ Measure effectiveness
  • Fraud
  • Filter Information
• Knowledge Sharing
  • with customers
    • Public QA
    • Beta Tests
  • with suppliers
    • Improve SCM
    • Co-Development
  • with companies
    • reduce TTM
    • improve quality
  • with other users
    • unstructered data
    • saved searches / pre-defined views
  • Techniques
    • Tagging
    • Rating
    • RSS Feeds
    • Wisdom of Crowds
• Why change?
  • different business climate
  • changing economy
  • shorter product cycles
  • Products become commodity
  • Technology advances
  • ongoing Globalization
  • Changing buying behaviour
  • Increasing number of sales channels
  • New (free) Options for buyers
• Actions
  • Define CRM 2.0 strategy
  • ~ Products
  • Processes
  • Advertising
  • Support
  • Conversation
  • Public Relations
  • ~ cross-channel integration
  • ~ promote social media
• Innovation
  • Corporate Strategy
  • Listen to Customers Ideas/Requirements
  • Remove internal barriers
  • Abet Innovation
  • People Centric