Next Generation Mail : Toward a Personal Social CRM
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Next Generation Mail : Toward a Personal Social CRM Nicolas GUILLAUME QuestionableMail NextMail'11 First International Workshop on Next Trends in Mail August 22, 2011- Lyon, France
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NextMail2011Next Generation Mail : Toward a Personal Social CRM
Transcript of Next Generation Mail : Toward a Personal Social CRM
Next Generation Mail : Toward a Personal Social CRM
Nicolas GUILLAUMEQuestionableMail
NextMail'11First International Workshop on Next Trends in Mail
August 22, 2011- Lyon, France
Introduction
• Practitioner• Focus on email usages• QuestionableMail (project code)• Thanks & Apologies
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The full text of this presentation is published :http://nicolasguillaume.typepad.fr/nicolas_guillaume/next-generation-mail-social-personal-crm/
Email vs Social Network
AudienceFunctionnalities
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Email vs Social Network
AudienceFunctionnalities
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Email is not dead
Email will be not replaced by Social Network
Email & Social Network are very similar
Conclusions• There is an implicit social network in your email• Flow overload / Flow filtering : same problem
for Email and Social Network• Attention is not the point
– High level « Assistant » vs Low level « Messages Flow »– Non priority subjects
• Personal Social CRM : Priorize vs Specialize– From Messages to Contacts– Relationship Management– Delegation
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Time – Message - Contact Time – Contact - Message
Messages flow
Real Time
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Time – Message - Contact Time – Contact - Message
Thread (conversation)
Thread (conversation)
Privacy (contact group)
EdgeRank : contact by
Frequency
Type
Time
Re-Processed Messages flow
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New Flow Filtering Applications
Time – Message - Contact
Thread (conversation)Priority Inbox
People Widget
Priority Inbox
Xobni
Specialized views of Messages flow (1)
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Time – Message - ContactWorking inbox (Thick Client – Outlook)Advanced Daily Processing (Follow up, Folder, Category, Rules)
Cloud based mail (Gmail)storage, retrieval and post processing
Time – Message - ContactMobile inbox (iPhone)Quick & Short Response
Specialized views of Messages flow (2)
Time – Message - Contact
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Even worse
• Multiples « behaviours processing »– Clean desk policy, Folder/Tag policy, GTD & forget policy
• Multiple views– Weekly/Montly/Quaterly View, Thread Follow up , Activity
Report, Relationship,…
• Multiple roles– Sale representative, biz development, project manaer,
CEO, marketing guy, technical support,…
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Personal CRM
• Keep the messages flow• Add specialized views• Customize set of specialized views by role
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Personal Social CRM
• Social is not the point• Enterprise Processes & Groups• Delegation
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Questions
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Thank you
Nicolas GUILLAUME
[email protected]@gmail.comBlog : http://nicolasguillaume.fr/Twitter : http://twitter.com/NicolasMaxLinkedin : http://www.linkedin.com/in/nicolasmaxguillaume
Paternité-Pas d'Utilisation Commerciale-Pas de Modification 2.0 France
http://creativecommons.org/licenses/by-nc-nd/2.0/fr/
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