OpenID
Facebook Connect
Google Connect
OAuth
Twitter
Mobile
Producer
Demanding
Trusts Peers
Knowledgeable
Resourceful
Social Customer
Enabling
Communities
Engagement
Being Open
Listening
Adaptive
Social CRM
Paul Greenberg's tweetable defintion:
"The company’s response to the customer’s control of the conversation."
Interdependent
Transparent
People are the
Platform
Distributed
Anticipatory
Co-Creates
Social Business
Relationships
Friends, Relatives
Strong and Weak Ties
Bonding
Caring
Thanks!


Mitch Lieberman
Vice President, Strategic Solutions SugarCRM
http://twitter.com/mjayliebs
Contributions, inspirations and attributions

A. Prem Kumar - http://twitter.com/prem_k
Brent Leary - http://twitter.com/brentleary
Graham Hill - http://twitter.com/grahamhill
Wim Rampen - http://twitter.com/wimrampen
Esteban Kolsky - http://twitter.com/ekolsky
Brian Vellmure - http://twitter.com/crmstrategies
Mark Tamis - http://twitter.com/marktamis
Mike Boysen - http://twitter.com/mboysen
Paul Greenberg - http://twitter.com/pgreenbe
Mike Fauscette - http://twitter.com/mfauscette
Michael Krigsman - http://twitter.com/mkrigsman
Kathy Hermann - http://twitter.com/kathyherrmann
Dion Hinchcliffe - http://twitter.com/dhinchcliffe
Ross Dawson - http://twitter.com/rossdawson
Venessa Miemis - http://twitter.com/venessamiemis
Jeremiah Owyang - http://twitter.com/jowyang
Ray Wang - http://twitter.com/rwang0

"a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation."

Paul Greenberg - Time to Put a Stake in the Ground on Social CRM" - July 2009
Social Business
Social Customer
Social CRM
Mitch Lieberman
Vice President, Strategic Solutions SugarCRM
http://twitter.com/mjayliebs
Social Business is about the Power of the Ecosystem 
Social Customer
is about the Power of Me
Social CRM is about bringing 
'Me' into the ecosystem
A Social Business is a new kind of business "driven not so much for social purposes as by social relationships"

Graham Hill - A Manifesto for Social Business November 2009 
A Customer does not value a relationship
with a company, they value the outcome
generated by the relationship
Engaging
Genuine
Interdependent
Open
Relationships
Ideator
Co-Creator
Transparent
Intelligence
Reflective
Connected
Transparent
Distributed
Demanding
Resourceful
Knowledgeable
Vocal
Innovative
Value
Conversations
Mobile
Attention
Community
Buzz
Hype
Where is the value?
Where are we going?
How Businesses are being run (or will need to be run) is changing very quickly (just ask Toyota/Nestle)
New Social, Cultural, Economic and Government models are being discussed, and will emerge
Web 2.0 is: enabled, peer facilitated and self empowered;  that is the the Social Web


What has changed?
Who creates value? 
What exactly is control, a relationship, a friend?
We all have access to the same information

What are the questions we need to answer?
What do we need to do?
How do we build it, scale it and maintain it?
What does a Social Business look like?
What does Social CRM provide?
Is there such a thing as 'Best Practices'? 

It is about Execution
Old Organisation + New Technology = Expensive Old Organisation
To make my point, I will illustrate what appear to be silos, but like scaffolding on a building, we need to support the concept while we break it down, before building it back up
Cool
We need clarity!
The Social Customer is
The Social Customer is
The Social Customer is a
The Social Customer
The Social Customer is
The Social Customer is
Power is shared (think parallel proc)
Physically and Virtually
Inside the Firewall and out
Problem solving by a network 
Access to Data
Access to Goals, Objectives and Strategy
Same answer from different people
Do NOT pretend; no more "Us" and "Them"
Logical Distribution (ecosystem)

Customer choice (time, place, cost)
Value in use-not simply a transaction
Customer defined products and services
Innovation by design, not by accident 

Proactive, not reactive
"Surprises" should be rare
Crowd and Friend Source
Listen Carefully, to create Intelligence
Innovation through Co-creation
People are the platform, Trust is crucial
Success based on shared goals
Intelligence
Ecosystem
Trust
Enabling
Mobile
Apple iPhone / iTouch = Fastest New Tech Device / Ecosystem Ramp in History
Mobile Internet Outpaces Desktop Internet Adoption
Presence - know when everyone in their universal address books is online
Information - get nearby movie showtimes and purchase tickets while at dinner
Entertain - watch Red Sox games live on phone
Inform - Give ski report 
Produce - upload photos/videos to Facebook and distribute 
Power - comparison shop (with barcode scan assist option) for best prices while walking around a retail outlet
Actions -transfer funds while waiting for the kids
It is not about Definitions
Social CRM is about
Social CRM is about
Social CRM is about building
Social CRM supports
Social CRM enables
Social CRM is
A Tag Cloud of all of our favorite buzzwords which tend to show up when we talk, blog or Tweet about 'Social'
Authenticity
Influence
It is not about technology - well, maybe just a little
Open - Transparent - Knowledgeable
People -Trust - Ecosystem
Resourceful - Adaptive - Interdependent
Mobile - Distributed - Enabling 
Producer - Listening - Co-Create 
Demanding - Engaging - Anticipatory 
Anticipatory
Producer
The Social Customer needs to be surrounded by processes where they feel comfortable, valued and enabled. 
 
The Social Business needs to provide the infrastructure; both technology and people to support the Social Customer

The form of the infrastructure will be a carefully thought out blend of Social CRM and Enterprise 2.0 
It is important to remember that is not about the technology, it is about the people, process and cultural shifts necessary to support and grow a business.
The concentric circles are a blend of processes and technology. 
Is Social CRM the Manifestation of Enterprise 2.0, in response to the Social Customer?
The ability to not only support knowledgeable customers, but empower them. It is crucial to recognize that many customers will actually know more about your products than you do. 
If people truly are the platform, then trust is a critical element required to succeed. The ecosystem may be big or small, trust is the fuel that sustains it.
Employees, Customers, Partners are mobile because they like it. The lines between personal and professional are blurred. Companies are global, as the ecosystem will be distributed across timezones and culture. 
It is not about
We have to get past the
Does not have an ROI 
In a Social Business
In a Social Business we are
A Social Business needs to be
A Social Business is
A Social Business is
A Social Business
Social Business through Social CRM
The 'Me' generation does not like waiting on hold. By listening, learning and engaging the ecosystem (not just customers) you will be able to anticipate needs of individuals. You will be able to anticipate markets. Demanding customers are also very likely to become your biggest allies
Customers are producing as much content as they are consuming. Only by listening to what is being said, will you be able to Co-Create value. The change is that economics is now much more than a transaction, it is about moving forward together.
Times change, economies go up and down. While it may seem obvious, people are resourceful, and this will not change. This is not only consumers, but employees... "Do more with less". The interdependence should not be read as 'Bad', simply that leaning on eachother is the new way things are done.  
Maybe, but that makes it sound complex and all about Technology
The Business Process/Objective: 
Increase the size of the ecosystem by creating buyers
Attributes of the Business Process: 
Listening, Engaging, Information/Education, Transparency, Trust, Value 
Use Cases Used: 
Social Customer Insights (F1), 
Social Sales Insights (S1) 
Rapid Social Sales Response (S2) 
Educate potential buyers in a non-threatening way to build trust  
Allow people to engage the business in ways that are comfortable. 
Allow access to information as needed without interference
Customer testimonials, communities and case studies 
But they should!
Putting it to the test - Integrating the Use Cases
Items to be added, tasks, roles and responsibilities
Blog (writing and strategy), Monitored Channels,
Social Connection Monitoring
SEO
Intelligent Aggregation
Plus more

Psst, we all do!
We always did, it is just so darn easy now
Phrase introduced to me by Graham Hill Spring 2009
Pictures are from Flickr/commons