My presentation from Digital Marketing First on Social CRM

1. Social CRM
#dmf10
Kris Hoet (Duval Guillaume)
Eric de Bellefroid (Selligent)

3. “The customer is at the
centre of everything we
do”

4. Is that so?

6. 6
The consumer decision journey
• Why the customer should be even more at the centre of
everything we do

7. CRM
Contact data
management
Transactions
history
Personalized
communication
Preferences /
lead generation

8. consumer
I AM
I BUY
I’M in
TOUCH
I
PREFER

11. CRM that leverages
the social web
(I’m sure someone else around here will have some slides around the
importance of the social web)
SOCIAL CRM
=

13. ?

15. THANK YOU
Ability to execute.