ADVANCE TICKETS are available on the EventBrite registration page. Tickets are $10 in advance, $20 at the door, and current Social Media Club members can register for free. We ask that everyone register on the EventBrite page--checking the "Attending" button on Facebook does not guarantee you a seat. Thank you!
http://smcsfsv51810-efbevent.eventbrite.com
SOCIAL CRM: Putting Customers First
Social CRM is hot, hot, hot in social media circles, but what does it mean? It's simply how companies are managing their relationships with their customers, and managing feedback channels that impact product innovation, brand promotion and customer support. Now that many of us as customers are using social technologies to share our needs, complaints and product suggestions, it's crucial that B2C and B2B companies are engaged in the conversation.
According to last month's Altimeter Groupreport, it may not be as simple as that. Beyond just being engaged, companies are having a very difficult time monitoring and analyzing the huge amount of data coming from these online conversations.
A few examples, from the blog post on the report by co-author Jeremiah Owyang:
- Companies need to be able to anticipate what customers are doing to say and do, in order to keep up. Although Motrin responded to angry mom’s within 24 hours –even that was too slow.
- Companies are unable to scale to meet the
needs of social. No matter how many community managers Dell and ComcastCares hires to support, they’ll never be able to match the number of customers happening. They need tools, and they need them now.
- Customers don’t care what department you’re in they just want their problem fixed. Dooce’s support problem with Maytag quickly became a PR nightmare –had the support group known she was an influencer (and what it means), they could have serviced her better.
We're thrilled to have Jeremiah himself, Partner of Customer Strategy at Altimeter Group, moderate a panel of experts on a topic that's relevant to everyone who uses social media.
MODERATOR
Jeremiah Owyang (@jowyang), Altimeter Group (@altimetergroup)
PANELISTS
- Wendy Lea (@WendySLea), CEO, Get Satisfaction (@getsatisfaction)
- Dr. Michael Wu (@mich8elwu), Chief Social Scientist, Lithium (@LithiumTech)
- Jamie Grenney (@JamieGrenney), Senior Director of Social Media, SalesForce (@salesforce)
Please support our sponsor for this event–
http://Tungle.me
DIRECTIONS TO THE HANGAR
Getting to The Hangar can be a little confusing. Please be sure to bring these directions with you!
1855 Grant Street, San Mateo
From San Francisco:
Take 101 South to 92 West towards Half Moon Bay
- Take the Delaware Street exit and make a right at the end of the ramp.
- Make your second right onto Grant Street.
- The Crossroads buildings are on the left.
- Turn left into the parking lot and drive around the back of the two tall dark buildings.
- 1855 is the small white and black building behind the two tall dark buildings.
From San Jose:
Take 101 North to 92 West towards Half Moon Bay
- Take the Delaware Street exit and follow the same directions above.
From Oakland/East Bay:
Take I-880 South to 92 West towards San Mateo. Cross the San Mateo bridge.
- Take the Delaware Street exit and follow the same directions above.
