crm in the age of digital disruption
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CRM in the Age of Digital Disruption
May 1, 2012
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Hello from Wilson
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1. Digital Disruption
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A Modern CRM Agency
wilsonrms.com
CONTROL
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What device
When to use it
How they use it
Consumers
Have It…
Flickr: © All rights reserved by Brad Frost
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A Modern CRM Agency
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IT’S NOT NEW
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1996: The (Mostly) Read-Only Web
Web 1.0 Digital Disruption
Source: http://www.complexify.com/buttons/
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2006: The Read/Write Web
Web 2.0 Digital Disruption
Flickr: Some rights reserved by Ludwig Gatzke
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Web 3.0 Digital Disruption?
Web 3.0 is the convergence of the virtual and
physical world into the first-generation
Metaverse.• John Smart, Futurist
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The Lines are Blurring
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2. Principles of CRM
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Mutually satisfying goals
Customer dialogue
Positive feelings
Create multi-channel experiences
Define measurable results
CRM Core Principles
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A Modern CRM Agency
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TIFFANY & CO.
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wilsonrms.com
Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
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A Modern CRM Agency
wilsonrms.com
UNITED
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
wilsonrms.com
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A Modern CRM Agency
wilsonrms.com
PAMPERS
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
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A Modern CRM Agency
wilsonrms.com
WRIGLEYVILLE
SPORTS
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
CRM Checklist
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3. Technology
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CRM Technology Solutions
Open Source CMS Platforms
Social Customer Service
Social Buzz Monitoring Tools
Data Analysis Tools
WYSIWYG Mobile App
Publishing Tools
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What Can Technologies Do?
Match social profiles to internal CRM lists
Seamlessly manage customer relationships across
different channels
Track e-commerce sales (including from social
network storefronts) in one database
View and influence online conversations about your
brand
Aggregate data to better understand customers, their
likes, interests, etc.
Quickly deploy unique websites and mobile
applications
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A Modern CRM Agency
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IT’S HOW YOU
USE IT
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It’s Having A Partner Who Can…
Control
Assess
Recommend
Integrate
Content
UX
Optimal ROI
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4. Digitally Disrupt Your Business
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Digitally Disrupt Your Business
Applying CRM best practices in new and innovative
ways
Understanding and implementing new technologies
Having a partner who can help assess options, craft
engaging experiences and provide measurable
results
Embracing the opportunities of Digital Disruption
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Digitally Disrupt Your Business
“To build the next generation of product
experiences, you must digitally disrupt your
own business.”• James L. McQuivey, Ph.D., Vice
President, Principal Analyst, Forrester
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A Modern CRM Agency
wilsonrms.com
SUCCEED IN
THE AGE OF
DIGITAL
DISRUPTION
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A Modern CRM Agency
wilsonrms.com
THANK YOU
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Thank You
Wilson333 7th Avenue, 10th Floor
New York, NY 10001
www.wilsonrms.com
@wilsonrms
facebook.com/wilsonrms
Contact:
Jeff Fogliano – 646-823-2718
jfogliano@wilsonrms.com | @JeffFog
Shannyn Lee – 425-894-3698
slee@wilsonrms.com
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