HOW "SOCIAL" ARE YOU?
Wim Rampen
A little story on 
5 key learnings
RELATIONSHIPS ARE SOCIAL BY DEFINITION
YOUR CUSTOMERS CREATE 
MOST VALUE AFTER SIGNING 
THE CONTRACT
CUSTOMERS
HAVE EVOLVED
PEER TRUST

TRANSPARENCY

LEVERAGES his network's network to know about you and your competitors

"CONTROLS" THE CONVERSATION
Image source:http://www.flickr.com/photos/winnipeglovesmyrone/396162436/sizes/m/
The purpose of a business is to create a customer
Rela

Relationships are created through interactions
Learn from your mistakes
Your relationship's relationships matter
Exceeding Customer expectations, not their needs, works
CRM is hard work, but it pays ;)

SocialCustomer
It is NOT about:
YOUR BRAND
SOCIAL CRM =
Social-Customer
Relationship
Management

“The company’s response 
to the customer’s control 
of the conversation.” 
(by Paul Greenberg)
http://www.zdnet.com/blog/crm/time-to-put-a-stake-in-the-ground-on-social-crm/829
PARTICIPATION
COLLABORATION
Participation
BLOGS
TWITTER
LINKED-IN
NICHE COMMUNITIES
SERVICE & OPERATIONS ARE INTEGRATED PARTS OF MARKETING & SALES
So, what is 
Social CRM?
In essence Social CRM is about creating Customers who create Customers
COLLABORATION
PEER TO PEER MULTI SIDED PLATFORMS
Recent Dutch research shows:
B2B marketing spends only 4 % of their time & 2 % of their budget on direct to customer contact to better understand their needs 
http://www.bhbmarketing.biz/documents/BHBMarketingbenchmark2010.pdf
Idea Generation
The Promised Land
Identify advocates
Identify connectors
Identify Customers who create Customers?
5 STEPS TOWARDS STRATEGY
1. UNDERSTAND
2. LISTEN & ANALYSE
3. POINT OF VIEW
4. IDEATION
5. PILOT/LEARN
6. IMPLEMENT