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Page 1: Andrea Incalza: Dal CRM al Social CRM

Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Andrea Incalza CRM & Social CRM blogger

Page 2: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Gli errori strategici di un’azienda product-oriented

MARKETING   SERVICE   SALES  

Page 3: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Arriva il Customer Relationship Management (CRM)

Page 4: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Gli errori del CRM

Page 5: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Conversation Prism by Brian Solis and JESS3

La nascita del Social Web

Page 6: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

L’avvento del Social Customer

Page 7: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Dal CRM al Social CRM

Social Innovation

Social Marketing Social Reputation

Social Support

Social CRM

Rielaborazione da “The 18 Use Cases of Social CRM” di Altimeter Group

Page 8: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Il processo Social CRM

Page 9: Andrea Incalza: Dal CRM al Social CRM

© Digital Accademia 2012 – All Rights Reserved!

Alcuni casi internazionali

Social Marketing

Social Innovation

Social Support

Social Reputation

Page 10: Andrea Incalza: Dal CRM al Social CRM

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