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Hello my name's Neil Woodcock,
I'm the CEO of The Customer Framework and I'm going to do
this presentation with Professor Merlin Stone or head of research.
What we're going to talk about for the next 40 minutes or so is the evolution of
CRM and how digital social and mobile technologies are changing
consumer behavior and customer behavior and therefore changing the way that
companies have to think about the way they manage customers through CRM technologies.
Just a little bit about the customer framework,
we help companies both business to consumer and business to business
win new customers, keep or retain customers, develop their value and we help
companies do it more effectively and efficiently and
invariably that does involve digital social and mobile nowadays.
You can see from our client list there that
we work with a whole number of companies across
the world and I hope that gives
us some credibility and some of the things were about to say.
What are we going to talk about.
There's four main components to the presentation,
I'd like to talk about the characteristics of
customer management leaders and this is
based on some research we've done very recently with
some of the world's top customer managers
and then want to talk about the rise and rise of digital,
and because digital is a term which includes
social and mobile and we'll talk a little bit about that and then
we'll talk about how customer behavior is evolving and whether technology is
driving that or whether the customer is driving that and using technology is a question.
We'll talk about four key trends in that area and then finally we'll talk about
the CRM challenges that all large companies face
in dealing with customers particularly using these new technologies.
You can see on this slide,
we use a number of sources for data and for charts and you can see
some of the references there and I'd like to thank
those companies for providing this information.