Social CRM Workshop - Singapore 2013

The velocity of social media adoption is astounding. It is radically altering the customer service landscape. The proliferation of new social channels have left many existing CRM programmes and technologies ill-equipped in building relationships with customers online and mining social media data. In today’s environment, where the customer is in control, businesses need to embrace this shift with a new strategy - social CRM which facilitates collaborative experiences and dialogue that customers value, to leapfrog the competition.

This 2-day practical workshop aims to equip you with the latest in technology, skills and tools to understand the emergence of the social customer, refine company processes and 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 with customer intelligence, build customer loyalty, determine ROI of social and cross-sell other services via social CRM. At the end of the workshop, you will be able to effectively capitalise on social CRM to generate revenue and transform the total customer experience.

Unique Features:

• Practical insights into social CRM & analytics

• Useful & implementable techniques, frameworks & tools

• Hands-on exercises & software demo

• Real-life B2B & B2C case studies on both successes & failures

• Highly engaging & interactive discussions

Be equipped with skills to:

• Utilise social media to turn friends, fans & followers into brand advocates

• Scale advocate programmes based on the latest in technology

• Implement new social CRM models into your organisation, on top of traditional CRM

• Apply the new rules of social engagement to answer to the social customer

• Employ suitable platforms & tools in the social CRM space for your organisation

• Incorporate mobile into yo