Using Social Media for Customer Engagement & Relationship Management

The Rise of Social CRM: What it Means for Your Business
Richard Hughes - Broadvision

Social CRM has emerged as a catch-all phrase for a wide range of social customer engagement activities. Yes, it's exciting, but also challenging. The lines between different customer-facing departments are blurring and long-established management structures are creaking as information flows start to cross-cut organisations. What does this mean for you, your business, your staff and your customers? In this thought-provoking introductory session Dr Natalie Petouhoff will set the scene for the conference.

Interview with Frank Eliason SVP Social Media, Citi
Luke Brynley-Jones – Our Social Times

Frank Eliason is a genuine pioneer of social CRM and customer engagement. As the voice behind @ComcastCares he successfully demonstrated that social media could enable a large corporation to build genuine relationships with their customers. At Citi he says he is focused on "building a lifetime of trust" between the bank and its customers. In this interview we'll hear Frank's views on the latest social CRM strategies, tools and techniques.

American Airlines and Social Customer Relations
Jon Bird - American Airlines

American Airlines handles thousands of inbound messages/questions from Facebook, Twitter, blogs, discussions and forums. American has developed an integrated departmental social strategy that leverages people and technologies to respond to customers and fans. In this session Jon will explain how American uses various tools and methodologies to respond and remain active in customer relationship management, and how it has positively affected their brand.

Above the Funnel: Making the Connection Between Social Sales & Marketing and Measurable ROI
Chris Selland - Terametric

For many companies, the connection between 'Social' and the 'Sales/Marketing funnel' remains elusive. In this session, Chris Selland addresses the elephant in the room, asking: How can we use social networks to increase the flow of qualified leads into our sales & marketing funnels? How does the concept of the 'funnel' change as customers become more social? And, how can my organization make 'Big Data' understandable & usable?

Vistaprint Case Study: Managing Customer Engagement
Bridget O'Brien – Vistaprint

Vistaprint provides a suite of design, print and marketing services to micro-businesses in the US and beyond. The company’s success has been driven by using technology to make printing and designing, even in small quantities, cost-effective. Vistaprint also uses technology effectively for marketing and customer care. In this session, Bridget O’Brien will explain the challenges and successes they have experienced in implementing social CRM.

Gamification: Driving & Analyzing sCRM
Paul Hearing - Badgeville

Gamification strategies are built to track, motivate and analyze user behavior. With a properly applied gamification program, brands can increase user registrations, and motivate behaviors that tie to business objectives, such as referrals, retention and UGC. Learn how to manage customer relationships across your entire digital footprint in this session on using gamification as a multi-layered, customer-facing and metrics-driven approach to sCRM.

Discussion: Social CRM - Cool Buzzword, Where are the Customers?
Chair: Chris Selland - Terametric

Social CRM is a term that's much-discussed and defined, yet there still seem to be precious few 'sCRM' success stories. For sCRM to go mainstream customers must adopt, implement and succeed at the intersection of Social and CRM strategies. In this discussion Chris Selland and his panel of experts will analyse the state of the market, review a series of case studies and set out the reality of sCRM today.

Discussion: Customer Listening Strategies, Tools & Techniques
Chair: Wendy Troupe - Terametric

We all know that the first step in any Social CRM project is to listen to your customers. But what should be listening for? What tools should you use? And how should you make the most effective use of your time and resources? In this panel, Chaired by Wendy Troupe (Terametric), Sebastian Hempstead (Brandwatch), Marshall Sponder (WCG) and Joshua March (Conversocial) will explain how social media monitoring and engagement can work best for your company.

Discussion: Social CRM: The Customer Perspective
Chair: Luke Brynley-Jones - Our Social Times

When discussing how to manage social customer engagement, it's easy to forget something rather fundamental: how does this feel to the customer? At our London sCRM conference, when asked if they were comfortable being "monitored" and having their data "mapped", 70% of the audience said "No". Join Luke Brynley-Jones (Our Social Times), Jon Bird (American Airlines) and Richard Hughes (Broadvision) for this open discussion on the customer perspective of Social CRM.

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Ticket Terms

• A limited number of Early Bird tickets are available.
• Tickets are non-refundable and non-transferable
• Contact us for reductions on group bookings (5+)
• View our full Terms and Conditions

What's included in the price?

• A one-day conference in New York
• Refreshments (all day)
• Access to the Exhibition Area
• A handout with notes
• Networking drinks
• Access to video footage from the conference

Who's coming?

• Strategy level decision-makers
• PR & Communications Managers
• Marketing Strategists & Directors
• Social Media Experts
• Bloggers & Journalists

Opportunities

• For press, partner and sponsor opportunities, contact us at info@oursocialtimes.com