Are you empowering your organisation with social knowledge for greater customer connection?

Social media is dramatically altering the customer service landscape. With easy access to real-time information, a new generation of “always-on” customers is more empowered and demanding than ever before. The proliferation of new social channels have left many existing CRM programmes and technologies ill-equipped in building relationships with customers and mining social media data. Companies need to embrace the shift to customer centricity and focus on collaborative and personal experiences which customers today place great value on. Social CRM empowers companies with the ability to monitor, engage in conversations, manage relations with existing and prospective customers across a plethora of social networking sites.

• Are you extracting social customer data and insights to deliver improved service and experience? 

• Do you know how to create loyalty programmes through Social CRM?

• How do you get maximum ROI from Social CRM implementation? 

This practical 2-day workshop will equip you with skills and tools to create a sound social CRM process for a revitalised customer experience. Through hands-on sessions and in-depth case studies, find out how you can create online content and build loyalty with customer intelligence. Align your PR and Social Media teams to achieve customer management excellence and acquire effective sales leads through streamlined processes. Establish effective metrics to measure the ROI of social by analysing your engagement, reach and community growth. At the end of the workshop, you will be able to effectively capitalise on Social CRM to generate revenue and transform your customer’s experience.

Unique Features:

• Practical measurement tactics and analytics

• Step by step guide using Social CRM for content creation & real-time support

• Interactive hands-on exercises

• Real Life B2B and B2C Case Studies eg IBM, EMC and many more

What you wil learn:

• The growing influence & the different types of Social Customers

• Using Social Media to turn friends, fans & followers into brand advocates

• Trends in Social CRM

• The various types of Social CRM vendor and their characteristics

• How to implement new social CRM models into your organisation

• The necessary elements to include when creating processes & protocols

• How to successfully involve in online conversations

• Social CRM Analytics & ROI Measurement

• Using Social CRM for content creation & real-time support

• Incorporating mobile into your broader social CRM strategy

• How Social CRM is part of a social business

• The key to becoming a fully collaborative social organisation

Benefits of Attending:

• Understand how customer outrage has caused some businesses to change the way they communicate; their business models and processes

• Be able to differentiate between influencers and advocates

• Be updated on the technologies that help scale advocate programmes

• Be aware of the do's and don'ts of social engagement

• Uncover the features of different Social CRM software & identify the ones that suit your business needs

• Master the important planning steps that are necessary before the launch of a social CRM programme

• Adopt the best practices in establishing crisis management protocols & intercepting sales conversations

• Pick up the tips on measuring engagement, reach, community growth

• Acquire the skills for setting up social media real-time command centres

• Master the techniques of applying CRM insights into writing blog content, tweet etc

• Find out how to enhance customer relationships through cross-selling

• Learn how to effect change management & acquire executive support in the advancement of social business initiatives

Who Should Attend

Marketing, Marketing Communications, Customer Relationship Management, Customer Retention Specialists/Managers, Customer Loyalty Managers, Customer Acquisition Managers, Customer Collaboration Planners, Database marketing, Market intelligence, Digital/Social media marketing, Branding, Sales, Contact Centre Management, Corporate & General Management