Social CRM Workshop - Hong Kong 2013

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 your broader social CRM strategy
• Inject CRM insights into blog content, tweets & many more
• Create & manage protocols in crisis management, customer support & sales conversations
• Create a social media real-time listening centre to respond to customers’ issues
• Enhance customer relationships & loyalty through cross-selling
• Acquire the social business & change management acumen with global considerations
• Measure the ROI of social via engagement, reach & community growth