Social CRM ideas by Mark Tamis

So you like the ideas I post here and you’re wondering how I can help you improve your business through better customer interaction.

The thing about customer interaction is that your organisation is most likely not geared up to do so. In theory it sounds easy, and you will get agencies that tell you that you need to “join the conversation” . The thing is, once you do put yourself out there and you start to invite the customers in, you need to derive actionable insights from those interactions, and organise to do something about them – and this is far from easy when you’re used to keeping the customers out of your kitchen whilst you’re preparing the meal.

B2B and B2C (and C2C2B)

What I can do for your business is the following:

• 1 to 2 day Strategy Workshops on the why’s and how’s.
• Contribute to the overall Social Media Strategy – in particular your Customer Engagement Strategies and advice on how connect this to your CRM Programme
• Consulting on Business Process and Adaptive Case Management, combined with Enterprise 2.0 Collaboration Concepts.
• Assist in Vendor Selection and Implementation
• Design your Service Offering
• Help you articulate a customer-centric vision and strategy, and enabling that through the smart use of technology.

The objective of implementing a social CRM Programme is to understand customer “jobs-to-be-done” and meet desired outcomes whilst making sure you continue to do so profitably. I will help you find the right balance for your company between efficiency and effectiveness of customer interactions.

Enterprise Software Vendors

I also work with vendors (CRM, Enterprise 2.0 and Social Business) to help them understand this emerging space in the following manner:

• Articulate your company’s Value Proposition, Market Positioning and Marketing Messaging
• Write White Papers and organise Webinars to position and communicate your offer to the market
• Determine product feature-sets and software architecture (I also have a strong technical background)
• Organize Customer Workshops to educate and create awareness on the Social Customer and Social Business

Public Speaking Events

I have participated in and spoken at various events such as:

• Agora des Directeurs de la Relation Client (Presentation)
• Enterprise 2.0 Forum Milan (Presentation with Esteban Kolsky and Panel Discussion) [video][slideshare]
• UK Software Satisfaction Awards (Judge for the SME & Enterprise CRM categories)
• Enterprise 2.0 Conference 2.0 Santa Clara (Panel Discussion)
• Social Media Week Paris – Social CRM (Panel Discussion)
• CeBIT Webciety FORUM 2011, Social CRM presentation and panel with Lee Bryant and Martin Schneider, moderated by Ulf Brandes – 2 March 2011 [video] [slideshare]
• Video Interview (in French) at Cloudforce 2011, Paris by Nextmodernity
• Influence People Social CRM 2011 – May 6
• Social Business Forum Milan, member of the Advisory Board – June 2011

White Papers

• I participated in a collective piece by the French Enterprise 2.0, specifically on the synergy between e2.0 and social CRM. You can find it here on Slideshare.
• I co-wrote a Paper on CRM on Focus.com withindustry experts Paul Greenberg, Brian Vellmure and Mitch Liebermann, specifically on what to take into account when choosing a CRM Solution for growing, mid-size SMEs.

Furthermore, I work with the following two networks to extend my offering in both width and depth:

Net-7 : A team of Board-Level Executives that provide expertise in Business Development, Marketing, Coaching, Customer Service and Support, Finance and IT Systems Management.

Voice Sage: Member of the Strategic Advisory Board

90:10 Group : a global business consultancy committed to innovation, efficiency and transformation through social technologies with EMEA-wide coverage.

So you made it this far down, now feel free reach out to me – my contact details can be found here