Using Social Media for Customer Engagement & Relationship Management
Continuing our innovative series of social media business events, Our Social Times is hosting an unique one-day conference in New York on 3rd November.
Featuring an interview with Frank Elison (formerly @ComcastCares), a case study from American Airlines and insightful presentations from Richard Hughes and many more, Social CRM (New York) will explore the latest tools and techniques for implementing a successful Social CRM strategy.
Topics we will cover include:
- What is Social CRM?
- How to develop your Social CRM strategy
- Mapping your CRM system to the customer journey
- Picking the right tools and services
- The challenges of implementing social CRM
- Case studies & best practise
The conference will be fully interactive with presentations, case studies, Q & A sessions and panel discussions. There will also be an Exhibition Area featuring many of the leading social CRM tools and services. The ticket price includes lunch, refreshments and a handbook and networking drinks at the end of the day.
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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- 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
- Strategy level decision-makers
- PR & Communications Managers
- Marketing Strategists & Directors
- Social Media Experts
- Bloggers & Journalists
- For press, partner and sponsor opportunities, contact us at email@example.com
Terametric helps marketers capture and measure all their channel marketing data in order to increase their integrated marketing efficiency and return on investment. We are committed to solving the Marketing Return on Investment (ROI) measurement and improvement problem for busy executives. For more information visit Terametric.com.
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Watch our video
SVP of Social Media,
Formerly known as the voice behind @ComcastCares, Frank is genuine pioneer of social CRM and customer engagement. At Citibank he is focused on building a lifetime of trust between the bank and its customers. Frank is a Director of the CBBB and on the board of SOCAP.
Vice President - Marketing Communications,
Bridget is responsible for all aspects of Vistprint's brand strategy and external communications. This includes establishing an integrated marketing strategy across multiple mediums. Prior to joining Vistaprint in 2010, Bridget was an SVP of Marketing at Fidelity Investments.
Director of Social Media and Marketing Communications,
One of the original members of IBM's Social Intelligence Office, Matt currently heads up the social media, content marketing and digital strategy efforts for IBM's Netezza Brand. Prior to joining IBM, he spent 14 years in the advertising agency world.
Creative Manager, Social Media,
Jon is responsible for social media engagement at American Airlines. In this role he has implemented a cross-departmental social strategy for responding to the needs of customers and fans. Jon is a graduate of the University of Dallas with a background in video production.
Paul joined Badgeville from BLVD LABS, a social loyalty and gamification agency, where he was the Founder and CEO. He was previously Client Service Manager for Experian CheetahMail where he managed global digital CRM initiatives for clients including Hallmark, Xbox and Napster.
Founder & CEO,
During19 years at Fidelity Investments, Wendy executed new technologies for major subsidiaries, including Fidelity NetBenefits and Fidelity.com. Her diverse talents as software architect, web marketer and usability designer, yielded patented, industry-leading solutions.
Director of Product Strategy,
As one of BroadVision's most senior technical staff, Richard is integral to guiding product development as well as the strategic success of BroadVision's customers. An avid reader, writer and user of all things Web 2.0, Richard is particularly interested in the social aspect of CRM.
VP North America,
Seb previously headed up Brandwatch's sales and account management teams in Europe. A true authority on social media monitoring, he has worked with leading brands on everything, from solution design to query string writing.
Our Social Times
Having worked with clients as varied as British Airways, YMCA and Mecca Bingo over the past 12 years, Luke is one of the UK's most experienced social media consultants. A regular conference host and speaker, he specialises in social media marketing, monitoring and engagement.
Senior Product Marketing Manager,
Part of the social media team at Constant Contact, Josh has been a professional marketer for 12 years and published numerous reports covered by sites such as Marketing Profs, eMarketer and Mashable.
Senior Analytics Associate,
Marshall is the founder of Webmetricsguru.com, an industry blog about web analytics, social media and search marketing. An Emeritus Director of Social Media at the Web Analytics Association, he is the author of Social Media Analytics (2011).
Co-founder & CEO,
Joshua is co-founder and CEO of Conversocial, a social media management system. Conversocial grew out of iPlatform, the first official Facebook Preferred Developer Consultants in the UK. He was the Chairman of the Facebook Developer Garage London from 2008 to 2010.
Chief Marketing Officer
Chris leads go-to-market strategy for Terametric, a leading provider of Social Analytics solutions. He formerly led the CRM practice at the Yankee Group and later founded Reservoir Partners, a leading CRM consultancy which he sold to Aberdeen Group. He is past President of the CRMA, and a well-known author and speaker in the CRM market.
Founder and Managing Principal,
Third Idea Consulting LLC
Marshall provides advice on the confluence of customer relationship management (CRM), social media, and brand management. He is a former Senior Editor at CRM Media, where he wrote news, blogs, and feature articles for CRM magazine and its website, destinationCRM.com.