Social CRM Workshop: Thursday 9 February 2012

How Can I Help? Using Social Media To Engage Customers & Drive Business Impact

Seperately-Bookable Half-Day Workshop

9 February 2012, London

Facilitated By:

Bian Salins
Head of Social Media Innovation
BT Customer Service

David Pincott
Public Relations Manager
BT Retail

Registration

Is your brand ready to deal with the likes and dislikes of the social consumer? Do you really understand what interaction consumers expect via social media? This in-depth workshop will delve into how to create a robust social CRM strategy that meets the needs of the social consumer. Untap the potential social CRM has for your brand and discover how to get closer to customers, build better relationships and use social CRM to deliver a ROI. Split into four segments, the workshop will provide case studies and ample opportunities to put forward your questions:

Building & Managing A Successful Social CRM Strategy

• What is social CRM?

• What are the key components of a social CRM strategy?

• How can you integrate these with your traditional CRM processes?

• What data, security and legal issues do you need to be aware of?

• What is the ROI you should expect from these initiatives?

Social CRM In Action

• Assessing the latest tools and techniques to manage social CRM

• Initiatives for upskilling and training staff to respond to customers online

• Integrating social CRM across the marcomms and sales functions

Understanding & Responding To Customers Online

• Assessing the behavioural patterns of the social consumer

• Identify how best to respond

- what are the appropriate response timeframes?

- using the right tone

- creating a positive relationship with the customer

• Methods for turning a brand detractor into a brand advocate

Optimising Social CRM

• Building communities, utilising positive WOM and improving customer loyalty and retention

• Measuring results and adapting strategies to meet the needs of the customer

• Gaining insights to develop new and previous offerings