Social CRM

:
April 17– 19, 2012

Managing Customer Engagement Using Social Media & CRM
Frank Falcone
Co-Founder & Program Director

Dr. Dilip Soman
Professor of Marketing, Co-Founder & Academic Director

Why? 2 .

3 .

4 .

The “Promise” of CRM 5 .

Dispelling the Myths Social CRM = Social Media+CRM 6 .

The ‘Holy Grail’ Customer Engagement 7 .

8 .Social CRM is not an out of box solution.

Dispelling the Myths Social Networking is Gen Y thing. 9 .

10 .

11 .Dispelling the Myths Klout.com will tell me who my “Influencers” are.

Dispelling the Myths To protect your brand you need to control the ‘social’ conversation. 12 .

It’s a communication medium. .Myth #1: Social Media is not a strategy or marketing tactic.

Arab Spring 14 .

Corporate Spring 15 .

Tuesday April 17th  8:30 – 9:00 am  9:00 – 10:15 am  10:15 – 10:30 am  10:30 – 11:00 am  11:00 – 12:00 pm  12:00 – 1:00 pm  1:00 – 2:00 pm  2:00 – 4:00 pm  4:00 – 5:00 pm Intro Dilip Soman Break Frank Falcone Hands-On-Lab (Sysomos) Lunch Hands-On-Lab (Sysomos) Hands-On-Lab (Radian6) Class Presentations .

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LLC Board of Advisors. The 56 Group. CRM at the Speed of Light 4th Edition Member. Rotman CRM Centre 18 . CRM Magazine CRM Hall of Fame President.Paul Greenberg • • • • Author.

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