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Social CRM:Managing Customer Engagement

Using Social Media & CRMApril 17– 19, 2012

Frank Falcone

Co-Founder & Program Director

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

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Why?

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The “Promise” of CRM

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Social CRM = Social Media+CRM

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Dispelling the Myths

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The ‘Holy Grail’

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CustomerEngagement

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Social CRM is not an out of box solution.

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Social Networking is Gen Y thing.

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Dispelling the Myths

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Klout.com will tell me who my “Influencers” are.

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Dispelling the Myths

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

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Dispelling the Myths

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Myth #1:

Social Media is not a strategy or

marketing tactic.

It’s a communication medium.

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Arab Spring

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Corporate Spring

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Tuesday April 17th 

8:30 – 9:00 am Intro 9:00 – 10:15 am Dilip Soman

10:15 – 10:30 am Break

10:30 – 11:00 am Frank Falcone

11:00 – 12:00 pm Hands-On-Lab (Sysomos)

12:00 – 1:00 pm Lunch

1:00 – 2:00 pm Hands-On-Lab (Sysomos)

2:00 – 4:00 pm Hands-On-Lab (Radian6)

4:00 – 5:00 pm Class Presentations

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Paul Greenberg

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• Author, CRM at the Speed of Light 4th Edition

• Member, CRM Magazine CRM Hall of Fame

• President, The 56 Group, LLC

• Board of Advisors, Rotman CRM Centre