Social CRM#dmf10

Kris Hoet (Duval Guillaume)Eric de Bellefroid (Selligent)

“The customer is at the centre of everything we

do”

Is that so?

6

The consumer decision journey

• Why the customer should be even more at the centre of everything we do

CRM

Contact data management

Transactions history

Personalized communication

Preferences / lead generation

consumer

I AM

I BUY

I’M in TOUCH

I PREFER

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

=

?

THANK YOU

Ability to execute.