I’m very excited to announce that for the first time Blog World Expo (the world’s largest social media conference) is going to be introducing Social CRM into their agenda mix and I was fortunate enough to be asked to lead that session. I’m also very excited to announce that joining me on stage will be Brent Leary from CRM Essentials. The purpose of our panel is to help organizations understand how to move from fans and followers to customers and advocates. In other words, moving beyond social media as channel and towards long term customer engagement strategy. There has been a lot of talk and a lot of hype around the “SCRM” acronym and term; my hope is that this session will help clarify and explain a lot of the issues and questions that attendees have around this topic. We also aim to provide some action items that organizations can take back with them to their organizations.
Although Brent and I are somewhat in the space now (SCRM) we both have very different backgrounds and are approaching this topic from both a social and a CRM perspective. I think this should make things very interesting and valuable for the audience. Just so you know we’re not going to be spending our time talking about Twitter and Facebook as sticking to a particular channel is a bit irrelevant. You can also expect conversations around traditional CRM to be bound and plentiful. A few key things we are going to address:
- Overview of CRM
- Statistics and numbers showing a change in customer behavior and expectations
- Understanding SCRM as a concept and as a practice
- Things organizations need to consider and implement to move from beyond just social channels and into deeper customer engagement strategies
- Key takeaways
I’m sure this is going to change a bit so please don’t me hold to this exact list of items to be covered but the session will most likely address some if not all of these topics. Of course, there will be time for Q7A as well and that is perhaps going to be the most valuable part of the session. This SCRM panel is already one of the more popular sessions based on looking at “who is interested” on the blog world site. I’m hoping for a packed room!
If you want to attend the session it’s going to be on Friday between 4-5 at Island H/1. Here are the full details of the session.
Start thinking of your questions now and I really hope you can attend, if you are able to make please come say hello and introduce yourself!
Is there anything you would like to see covered at the session? See you in Vegas!
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(Cross-posted @ Social Media Globetrotter)