Social Business Forum: le mie domande..

Tra circa  3 settimane si terrà a Milano la V edizione del Social Business Forum; appuntamento certamente da non mancare (devo dire che io ho perso solo un’edizione) sempre più ricco di interventi, relatori e temi interessanti; grazie agli organizzatori che anche quest’anno mi hanno invitato con un Free Pass a partecipare dovrei contribuire con un’intervista ad Esteban Kolsky, fondatore di ThinkJar, uno dei consulenti e autorevoli esperti di Social Crm che anche quest’anno parteciperà al Social Business Forum;

In attesa di ricevere le  risposte, ecco le domande che ho rivolto ad Esteban, per un’intervista strutturata in 4 fasi:

4 stages for an interview:

1. Warm-up

a- First of all,  how would you introduce yourself to Italian audience? Which is the most confortable definition you fit in? This is your self-introduction space..

b- There are a plethora of definitons for “Social CRM”; which is yours? In particular,  what are the concepta  and meanings would you like to stress? Is this definiton (or concept) being changed or evolved lately?

2. Preliminary Stages

a-  How do you evaluate the Social Crm readiness or maturity of a Company?

b- According to your experience, which factors are the most important to assess the ground? Are there any weak or strong  signals are you looking for?

c- Many times it has been told about the importance to find out a champion, an internal Sponsor; in your opinion is this  mandatory?

d- If yes,  where and how could we find such a person? Which prerequisites for a success Candidate?

e- What is the biggest mistake a Company can do when deciding to start a social Crm initiative?

 

3. Organizational Impact & Execution

a- What are the approaches and the instruments needed to destroy and erase the inter- company silos?  Are there any best practices would you suggest about that?

b- Could you tell us some Case Studies or Best Practices about the Social CRM adoption?

c- How long could the Social CRM adoption could last?  From Which factors  does it depend on?

 

Looking through  this  model:  the Experience Model loop

d- In your experience which are  the most obstacles  to create e seamless loop between internal and external operations? Could you suggest some practical advices?

Metrics & ROI:

a- In the Social CRM perspective, The old  Life time customer Value Concept and Metric is still valuable? Can it still be considered someway to yustify the Social CRm Project efforts?

b-  In general, how would you identify, share and get approved the metrics for Social CRM within a Company?

c. Could we identify some Social CRM metrics according to Company size, industry, context, culture, etc.?

d- Many companies are struggling to identify and measure Social Media ROI; which is your point of view?

A volte un’intervista dipende più dalle domande che dalle risposte :).. Queste mie come vi sono sembrate?

 

Questo è in realtà un framework che utilizzo (in parte) come traccia di discussione preliminare con alcuni miei clienti che sono interessati al Social CRM e al Social Business..