PROFESSIONAL TRAINING SOLUTIONS
Morning Session
8:30 - 9:00
Registration and Networking
9:00 - 9:30
Overview and Introduction
9:30 - 11:00
Social CRM Strategy
The customer has changed. They have become social. While that may seem to be nothing more than a word, it actually has been a call to action for businesses, because the customers are more demanding, increasingly empowered and less trusting of the businesses that they are dealing with on a regular basis. What that means is that companies have to find new ways of dealing with their customers – ways that may not have been apparent as little as four years ago. Businesses now have to develop CRM strategies that on the one hand support the operations of their business but on the other engage the customer – and then figure out how to enhance the customer’s experience in a way that makes that customer an advocate. Satisfaction is not the key; loyalty is the fallback. Find out about a Social CRM Strategy – one that handles your business – with the support and involvement of that customer. needs.
11:00 - 11:30
Break
11:30 - 12:30
Social CRM Strategies (Continued)
12:30 - 1:30 Lunch Break
Afternoon Session
1:30 - 2:45
A Social CRM Framework
There is no doubt that your organization will have to get a Social CRM strategy, and then implement it. The Social Customer – the social world – is not going to wait until you figure out what to do with the strategy you just created. What are the next steps? How do you implement the strategy? What are some of the best practices, and pitfalls, we experienced when adopting and embracing social CRM at the corporate level. This presentation will give you the framework and the steps to build it, to analyze your needs, your presence, and the path to move it to the next level. Of course, we cannot even begin to look at the framework without understanding first where the customer fits, and how it interacts in the design.
2:45 - 3:00 Break
2:30 - 3:30 Dynamic Data Strategy Exercise
3:30 - 4:00 Day One Wrap-up
8:30 - 9:00
Registration and Networking
9:00 - 9:30
Overview and Introduction
9:30 - 11:00
Social CRM Strategy
The customer has changed. They have become social. While that may seem to be nothing more than a word, it actually has been a call to action for businesses, because the customers are more demanding, increasingly empowered and less trusting of the businesses that they are dealing with on a regular basis. What that means is that companies have to find new ways of dealing with their customers – ways that may not have been apparent as little as four years ago. Businesses now have to develop CRM strategies that on the one hand support the operations of their business but on the other engage the customer – and then figure out how to enhance the customer’s experience in a way that makes that customer an advocate. Satisfaction is not the key; loyalty is the fallback. Find out about a Social CRM Strategy – one that handles your business – with the support and involvement of that customer. needs.
11:00 - 11:30
Break
11:30 - 12:30
Social CRM Strategies (Continued)
12:30 - 1:30 Lunch Break
Afternoon Session
1:30 - 2:45
A Social CRM Framework
There is no doubt that your organization will have to get a Social CRM strategy, and then implement it. The Social Customer – the social world – is not going to wait until you figure out what to do with the strategy you just created. What are the next steps? How do you implement the strategy? What are some of the best practices, and pitfalls, we experienced when adopting and embracing social CRM at the corporate level. This presentation will give you the framework and the steps to build it, to analyze your needs, your presence, and the path to move it to the next level. Of course, we cannot even begin to look at the framework without understanding first where the customer fits, and how it interacts in the design.
2:45 - 3:00 Break
2:30 - 3:30 Dynamic Data Strategy Exercise
3:30 - 4:00 Day One Wrap-up
Morning Session
8:00 - 8:30
Networking
8:30 - 10:30 Marketing to the Social Customer
Today’s social customer does not want to be sold to. However, companies must understand what their client and prospects needs are in order to be able to nurture them through their buying process. What has changed is the relationship between marketing and sales; the preferred channels prospects and customer want to be reached on; and the 'Referent Power of One'.
10:30 - 10:45 Break
10:45 - 12:00 Social CRM Strategy Exercise
12:00 - 1:00 Lunch Break
Afternoon Session
1:00 - 3:00 Checking the Right Brain: Experience and the Social Customer
There is no question that a new CRM strategy has to be planned around a customer experience is so engaging that it makes the customer a lifelong advocate. But to do that, you have to know what the customer actually thinks of you. To do that you need to understand the customer’s experience with you – not the one that you presume is their experience – but the actual experience. That is the voice of the customer. That information is best understood when it comes from a natural environment. Not only are you going to learn why experience mapping is important to a real perspective on your customer but also what tools you need to employ in engaging that customer while continuously monitoring and understanding their experience. That’s the way 21st century insight works. The customers value to you comes when you provide value, transparency and an authentic relationship. The strategy sets that program up. The tools create the capability for the engagement. Don’t learn it at your own risk.
3:00 - 3:30 Break
3:30 - 4:00 Wrap-up
4:00 Departure
8:00 - 8:30
Networking
8:30 - 10:30 Marketing to the Social Customer
Today’s social customer does not want to be sold to. However, companies must understand what their client and prospects needs are in order to be able to nurture them through their buying process. What has changed is the relationship between marketing and sales; the preferred channels prospects and customer want to be reached on; and the 'Referent Power of One'.
10:30 - 10:45 Break
10:45 - 12:00 Social CRM Strategy Exercise
12:00 - 1:00 Lunch Break
Afternoon Session
1:00 - 3:00 Checking the Right Brain: Experience and the Social Customer
There is no question that a new CRM strategy has to be planned around a customer experience is so engaging that it makes the customer a lifelong advocate. But to do that, you have to know what the customer actually thinks of you. To do that you need to understand the customer’s experience with you – not the one that you presume is their experience – but the actual experience. That is the voice of the customer. That information is best understood when it comes from a natural environment. Not only are you going to learn why experience mapping is important to a real perspective on your customer but also what tools you need to employ in engaging that customer while continuously monitoring and understanding their experience. That’s the way 21st century insight works. The customers value to you comes when you provide value, transparency and an authentic relationship. The strategy sets that program up. The tools create the capability for the engagement. Don’t learn it at your own risk.
3:00 - 3:30 Break
3:30 - 4:00 Wrap-up
4:00 Departure
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Create a customer driven business strategy that is responsive to the need of your most valued customers.
Design an organization to deliver the CRM strategy.
Calculate the net present value of a customer.
Create a framework to understand value from the customer's perspective.
Determine the best set of tools and technology that is right for your business.