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CRM Scenarios & Trends

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Gianluca Ferranti
Gianluca Ferranti

Customer Management in a 2.0 Era !

Business
1 of 32
gianluca ferranti | g.ferranti@reitek.com CRM Scenarios & Trends: Customer Management in a 2.0 Era !
Overview: The Business World has Changed ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Markets are speeding up ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The distruption Law The introduction of new technologies does not happen in a linear and continuous process, but through a break. The political changes, social and economic are incremental, while technological changes are exponential. Technology Social Economy/Business Political Time Change
[object Object],[object Object],[object Object],Mass market, segmenting, viral
Old 4Ps Paradigm 4Ps Value Creator Customer
New Paradigm 4Ps Value Innovator Customer Product Brand
[object Object],[object Object],[object Object],Create Dialogue With Social Consumers
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Social Relationship
[object Object],4 Ps Vs. 5 Cs
[object Object],[object Object],[object Object],[object Object],[object Object],Communicate
[object Object],[object Object],[object Object],[object Object],Connect
[object Object],[object Object],[object Object],[object Object],[object Object],Collaborate/Co-Create
[object Object],[object Object],[object Object],[object Object],[object Object],Customization
[object Object],[object Object],[object Object],Community
The New Business Model Differentiators are no longer products & services Key differentiator is the customer’s experience with the company Provides a business value for the experience with the products/services
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Characteristics of the Ecosystem
Next Gen CRM
Next Gen CRM
Next Gen CRM
CRM 2.0 ,[object Object],[object Object],[object Object]
Interaction Channels Phone Web Mobile SMS Wap Video Portals Widgets Store Interactive windows Kiosk In store TV CTI – ACD Campaign Mgmt IVR Video IVR IVR outbound Avatar Call Back Click 2 Meet Chat Web-Form
Interaction Channels today © Copyright Dimension Data 2005-2007 Source: Global Contact Centre Benchmarking Report 2007
Interaction Channels 2010 Source: Global Contact Centre Benchmarking Report 2007 10x 3x 6x
Customer Service 2.0
Customer Engagement
Customer Engagement ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CEM
Contact Center Business
10 Ideas That Are Changing The World ,[object Object],[object Object],[object Object],[object Object],[object Object],TIME 24 march 2008 http://www.time.com/time/specials/2007/0,28757,1720049,00.html
[object Object]
gianluca ferranti [email_address] +39 335 6500035 Skype g.ferranti.reitek.com

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