social crm - whats it about?

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Social CRMSocial CRM

Whats it about?

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Can you be like him if ...Can you be like him if ...

3Armstrong's 1993 World's-winning Team Motorola Caloi, made by Litespeed

I gave you his cycle?I gave you his cycle?

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CRM is not about tools alone ...CRM is not about tools alone ...

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... why should Social CRM be?... why should Social CRM be?

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Tools help, but work on the Tools help, but work on the swingswing

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Key challenges for businessesKey challenges for businesses

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Community: Who, Where, WhatCommunity: Who, Where, What

How to find more about the appropriate communities of customers?

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Integration: Participate or Integration: Participate or Leverage?Leverage?

Where will social media live within an organization?

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Governance: Advocate vs Governance: Advocate vs DetractorDetractor

What are the rules of engagement?

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Culture: Transparent, Opaque or Culture: Transparent, Opaque or Translucent?Translucent?

What's the right balance between transparency and hoarding knowledge?

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Human Resource: Blogs, Twitter, Human Resource: Blogs, Twitter, Facebook ... NEXT?Facebook ... NEXT?

How will social media affect HR and legal policies?

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Social CRM in PracticeSocial CRM in Practice

Think customer co­creation & ecosystem, pull not push medium for more business.

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What do we want to achieve?What do we want to achieve?

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Airstrip?Airstrip?

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Aerotropolis?Aerotropolis?

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Think aerotropolis & economy, not a port for bum handling businesses.

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Thank you!Thank you!

A, Prem (Cognizant)prem.a@cognizant.comhttp://j.mp/prem_khttp://twitter.com/prem_k

Resources http://j.mp/scrmjumps