Some key challenges to Businesses when embarking upon the Social CRM strategy.

1. Social CRM
Whats it about?
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2. Can you be like him if ...
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3. I gave you his cycle?
Armstrong's 1993 World's-winning Team Motorola Caloi, made by Litespeed 3

4. CRM is not about tools alone ...
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5. ... why should Social CRM be?
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6. Tools help, but work on the
swing
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7. Key challenges for businesses
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8. Community: Who, Where, What
How to find more about the appropriate communities of customers? 8

9. Integration: Participate or
Leverage?
Where will social media live within an organization? 9

10. Governance: Advocate vs
Detractor
What are the rules of engagement? 10

11. Culture: Transparent, Opaque or
Translucent?
What's the right balance between transparency and hoarding knowledge? 11

12. Human Resource: Blogs, Twitter,
Facebook ... NEXT?
How will social media affect HR and legal policies? 12

13. Social CRM in Practice
Think customer co­creation & ecosystem, pull
not push medium for more business.
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14. What do we want to achieve?
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15. Airstrip?
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16. Aerotropolis?
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17. Think aerotropolis & economy, not a port for
bum handling businesses.
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18. Thank you!
A, Prem (Cognizant)
prem.a@cognizant.com
http://j.mp/prem_k
http://twitter.com/prem_k
Resources http://j.mp/scrmjumps
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