Details
9.30 am to 6.30 pm
Cavendish Conference Centre
22 Duchess Mews
W1G 9DT London
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 London on 6th May.
Social CRM (London) will explore the latest tools and techniques for implementing a successful Social CRM strategy. We will look at how companies are managing their social media communications, how they are integrating social media into their sales, marketing and research processes, and how they are storing and managing data between teams.
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 including many of the leading social media monitoring and measurement tools and services. The ticket price includes lunch, refreshments and a handbook and networking drinks at the end of the day.
The conference will be live-streamed online, so if you can’t make it along, just buy an online ticket and watch the proceedings from your office.
Programme Highlights
The Social Contract: Realizing the Promise of Social CRM
Brent Leary - CRM Essentials LLC
Will Social CRM deliver on the promise of delivering better customer relationships? How are companies successfully integrating social strategies with traditional CRM processes? How do social tools and philosophies impact the customer experience, and our abilities to engage them? What does it take to be successful with Social CRM, and what is the ROI we should expect from these initiatives? These are just a few of the issues that Brent will explore in his keynote presentation.
How to Grow Your Internal Corporate Network to Leverage Collective Knowledge and Experience
Eric Stahl and Xabier Ormazabal - Salesforce.com
Social CRM is often discussed in the context of interacting with customers and prospects through public social media. But how can you unearth the hidden expertise, creativity and seamless collaboration across geographies and functional groups within your own company? In this topical session Eric and Xabier will demonstrate how open, mobile and social solutions can be deployed to make this happen.
Why Social CRM Requires Every Department to Raise their Game
Mitch Lieberman – Sword Ciboodle
In order to succeed in the age of the Social Customer you need to focus on creating and maintaining consistency of experience across all channels of communication, through the myriad of interactions with all parts of your organization. This is not only about listening; this is about action, enablement and empowerment. Customers do not want a relationship with your business; they want the value generated by the relationship. How are you facilitating this outcome?
Implementing Social Media Listening & Engagement for Global Brands
Catriona Oldershaw - Synthesio
Orange France has transformed its approach to customer services by building a team of 50 community managers who provide online support through engagement in third party forums. This has saved the company € millions via a reduction in call volumes. Meanwhile the Accor Hotel Group has provided 4,000 hotel managers with social media monitoring dashboards to help them increase customer satisfaction. In this session Catriona will explain how and why each brand took these steps, explaining the lessons learnt along the way.
5 reasons Why Companies need their own Social CRM platform
Richard Hughes - BroadVision
Much of the talk in Social CRM concerns either engaging with customers on social media sites like Facebook and Twitter, or how a company's customer service staff can benefit from the use internal social networks. But too often the piece in the middle – a company-managed customer-facing social network – is neglected. In this presentation Richard will discuss why companies need their own Social CRM platform to supplement their efforts on internal and public networks.
Managing Multi-Channel Relationships for Marketing
Luis Carranza - Chemistry Communications Group
There are more ways than ever to build a relationship with your audience (email, Facebook, Twitter, Mobile, SMS, Direct Mail, etc.), so it's crucially important to find the right balance for your brand. In this session Luis will look at ways to cross pollinate your brand message between channels and reduce overlap. He will also explore recent changes in audience behaviour and explain how to make the most out of the socialization of CRM for marketing.
Event Information
Tickets can only be booked online with a credit or debit card using a Paypal or Google Checkout account (unfortunately these services no longer allow payments from non-account holders).
- If you experience any problems - please email us info@oursocialtimes.com
- To keep informed about our events, follow us on Twitter or at #scrm11
- To join the discussion before and after the event, join our LinkedIn Group
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 London
- Refreshments (all day)
- Access to the Exhibition Area
- A handout with notes
- Networking drinks
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
Silver Sponsors
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Media Partners
ReadWriteWeb is a popular weblog that provides Web Technology news, reviews and analysis, covering web apps, web technology trends, social networking and social media.
Liberate Media is an integrated communications agency formed in 2006. We understand social media and are fusing it with traditional PR techniques to help a wide range of businesses implement a truly connected online and offline communications strategy.
The Experiential Marketing Forum (EMF) is an international community of professionals, students and people who share ideas and keep abreast of the newest trends and exciting things happening in the world of media. Join this great think-tank and share ideas that benefit marketers and customers on a global level
MyCustomer.com is the leading online community for CRM professionals in the UK, serving over 90,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience. Register FREE at www.mycustomer.com
Exhibitors
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Presenters
Esteban Kolsky is one of the world's leading sCRM experts. With over 22 years experience in customer service and CRM, including 8 years at Gartner, he currently runs ThinkJar, an advisory and research think-thank focused on Customer Strategies.
Recognized by InsideCRM as one of the 25 most influential industry leaders, Brent Leary is a CRM industry analyst, advisor, author, speaker and award winning blogger. He is co-founder and Partner of CRM Essentials LLC, an Atlanta based CRM advisory firm. In 2009 he co-authored Barack 2.0: Social Media Lessons for Small Business.
Senior Director of Product Marketing, EMEA,
Salesforce.com
Eric leads product marketing, customer marketing and analyst relations at salesforce.com EMEA. He joined salesforce.com in 2008 and has spent the last three years marketing Force.com, Salesforce’s cloud platform. Before joining the company Eric held roles at Informix Software and BEA Systems.
Mitch Heads up Sword Ciboodle's North American marketing and is recognized by his peers as a thought leader in Social CRM. Always at the forefront of ideas, strategies, and technologies he has more than 15 years of experience in the CRM and contact centre space.
Mark Tamis is an expert in Social CRM with Enterprise 2.0 with a strong CRM and business process management background. He is a founder of Paris-based technology consultancy, Net-7.
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.
Giles is a recognised expert on social media monitoring technology and data. He has led Brandwatch from a UK Government-funded project to a leading social media analysis company with a global customer-base.
An award-winning digital marketer, Catriona is spear-heading Synthesio's growth in the UK. Synthesio works with agencies and brands to provide high-quality, multi-lingual social media monitoring and measurement services.
Senior Manager, Product Marketing, EMEA,
Salesforce.com
Xabier is responsible for driving and articulating the product vision, messaging and market positioning of enterprise cloud computing for Salesforce.com in the EMEA region. He has over twelve years' experience in the enterprise software industry and an Executive MBA from IESE Business School, Madrid.
Commercial Director,
Foviance
Richard is a board director at Foviance, one the worlds leading multichannel customer experience consultancies. He is also Course Director for Social Media at the Chartered Institute of Marketing and author of 'Winners and Losers in a Troubled Economy: how to engage customers online for competitive advantage'.
Chris has over 25 years experience within the areas of IT, sales, business and technology consulting and marketing and is a pioneer of sales driven Social CRM. He is a regular speaker and blogger on all things social and CRM related. He is also a singer/songwriter.
Luis heads up the Social Media team at Chemistry. With a solid background in advertising and brand management, he has helped global clients such as Baileys and Unilever to make the switch to Social CRM.
Having developed over 40 online communities over the past 10 years, Luke is one of the UK’s most experienced social media experts. Founder of Our Social Times, the popular social media marketing blog and events company, Luke consults to leading brands and launches innovative start-ups.
