putting the relationship back in customer relationship management

Sameer Patel@sameerpatel

Blog: Pretzellogic.orgWork: Sovosgroup.com

Putting the Relationship back in Customer Relationship Management

$13.3 Billion

Gartner - 2012 CRM software market size estimate

9%

Gartner - 2011 CRM spend increase

Question 1:

What exactly is CRM used for? Question 2: Where are these customers that we want to have that relationship with?

Question 3: And what do these prospect and customers expect?

CRM is…..one…giant…contact management and reporting tool.

…Forecasts …Leads

…Contacts …Opportunities

…Wins

To Update…

Question 1: What exactly is CRM used for??

Question 2: Where are these customers that we want to have that relationship with?

Question 3: And what do these prospect and customers expect?

….have had enough

Customers today....

exit

200 Million Americans have registered for the FTC’s ‘Do Not Call’ list.

Source: FTC 2010

91% of email users have unsubscribed from a company email they previously opted into.

Source: Exaact Target 2001

Dear, <insert name here >

Internet users in the US…. …spend 3 times more time on the social networks and blogs…

…than they do in Email Source: Neilson Company 2009

Real Estate and Construction

Healthcare

Media and Entertainment

Automotive

Computers and Software

Food and Beverage

Where are buyers increasingly hanging out?

Business.com Social Media Benchmarking Study 2009

Use of Social Media as a Business Information Resource by Industry

13

Access to social and traditional web content now equalized

Question 1: What exactly is CRM used for?

Question 2: Where are these customers that we want to have

that relationship with?

Question 3: And what do these prospects and customers expect?

23 %

42 %

Today’s Customer Expectations

2011 IBM Study – “From Social Media to Social CRM”

Share Opinion

Interact with Brands

61% want Discounts55% want to make a Purchase

BUT…

53% want to learn more about what you sell.

IBM - From Social Media to Social CRM

Engagement Not Data Expert Answers

Minimal Latency

Global Competency

but Local Relevancy

customer relationship expectations in the 21st century

Why here?

Why you?

IDEATION

PRODUCTION

DISTRIBUTION

DEMAND

Engagement Not Data

Expert Answers

Minimal Latency

Global Competency

but Local Relevancy

cRm happens across the programs YOU manage that connect…

…people like them..

…your internal experts

…your partners and suppliers…

…and those at the edge.

This is the Customers Expectation of

CRM

So what about

traditional crm?

It’s Vital.

27sameer.patel@sovosgroup.com| @sameerpatel

True customer Relationship Management

+

=cRm

Its about identifying Intent and Expertise Fulfillment

+

crm+

But we need to move on beyond Programmatic Metrics….

… and focus on Business Performance

Sameer Patel

Twitter: @sameerpatel

Blog: pretzellogic.org

sameer.patel@sovosgroup.com

Web: sovosgroup.com

Thanks.