Star Wars and Social CRM @Buchanla
First Generation CRM – Technology centric, monolithic
© Capgemini UK Plc 2009
Command and Control
© Capgemini UK Plc 2009
Marketing, Sales & Service forced to comply and enforce
© Capgemini UK Plc 2009
The CRM wilderness years
© Capgemini UK Plc 2009
Agile fight-back
© Capgemini UK Plc 2009
The Awakening – use the Force
© Capgemini UK Plc 2009
“An omnipresent form of energy which can be harnessed by those with that ability…an energy field created by all living things that surrounds us, penetrates us and binds the galaxy together"
© Capgemini UK Plc 2009
The voice of the customer has grown stronger with the advent of social media
© Capgemini UK Plc 2009
“The company's programmatic response to the customer's control of the conversation.“ Paul Greenberg “Time to Put a Stake in the Ground on Social CRM”, July 6th, 2009
© Capgemini UK Plc 2009
From the organisation’s perspective the Force can be used for both good and evil!
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
The dark side of the force…
© Capgemini UK Plc 2009
© Capgemini UK Plc 2009
Netflix shares drop 5.8% in one morning 08/03/11
© Capgemini UK Plc 2009
Tips for aspiring Jedi Warriors
Focus by starting with customers and the jobs they are trying to do
Force IT and the Business together
Address your control issues
Think about command centers not contact centers
Co-ordinated speed and agility beats monolithic every time
© Capgemini UK Plc 2009
Twitter: @buchanla Blog: thecustomerevolution.com