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