Reinventing Customer Service: Social Media Meets CRM

I was asked to present a workshop on Social CRM for a Federated Press conference called “Reinventing Customer Service”.

The premise: Where do social media and CRM intersect to create an enduring and profitable customer relationship? Businesses realize that social media is not a fad–it’s even bigger than we think. Those who fail to understand this reality will not be part of tomorrow’s conversation: social media is “changing” the face of CRM. To create more win-win customer relationships, many companies are looking at social media for strategic, process, organizational, technical and individual behavioural change that focuses on the customer’s history, attitude, need and current situation. Understanding the customer to this depth and placing the information at the fingertips of your staff will enable them to execute delivery, create satisfaction, foster loyalty and pave the way for repeat business. There are, however, roadblocks, bumps and black holes that can be encountered along the journey.

Here’s my presentation that reveals the the business journey into this exciting new world putting the customer at it’s social centre. Enjoy!