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SMC SFSV: Social CRM - Putting Customers FirstSocial Media Club SFOTuesday, May 18, 2010 from 6:00 PM to 9:00 PM (PDT)San Mateo, CA |
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Event Details
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 Group report, 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.
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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
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–Tungle.me
** We wanted to make sure all knew that, due to spotty WiFi at the
location, we cannot guarantee that we will be able to livestream this
event.
Make sure you don't miss it and register now (if you haven't already): http://bit.ly/bZon3W.
Make sure you don't miss it and register now (if you haven't already): http://bit.ly/bZon3W.
DIRECTIONS TO THE HANGAR
Getting to The Hangar can be a little confusing. Please be sure to bring these directions with you!
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.
About Social Media Club Social
Media Club is a not-for-profit group organized for the purpose of
promoting media literacy, sharing lessons learned, creating a path to
professionalism for media makers, promoting industry standards and
discussing important questions of Social Media's impact on society. As
the world's largest--and first ever--group of Social Media
professionals, Social Media Club represents a new breed of associations
for the post Web 2.0 world. For more information about Social Media
Club, please visit www.socialmediaclub.org. If you'd like to receive event updates from the San Francisco / Silicon Valley chapter, please join our Facebook group.
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When & Where
The Hangar (Altimeter Group)
1855 South Grant Street Suite 100
Highway 92
San Mateo,
CA 94403
Tuesday, May 18, 2010 from 6:00 PM to 9:00 PM (PDT)
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Organizer
Social Media Club SFO
We bring together people and organizations interested in social media to learn from each other and promote digital media literacy. www.socialmediaclub.org and http://twitter.com/SMCSFO