Sorry this event is now full, the good news is that there's
plenty of other events during the week that still have space, check
out the updated Social Media Week London events list.
Social Media has changed the playing field in CRM, some companies
are embracing this change and using it to help develop stronger, more
transparent relationships with their customers.
Learn how different companies
have used Social Media to develop meaningful relationships and
recommendations and how you can take key steps to develop your
online reputation. How are traditional CRM systems dealing with an
exploding number of social CRM channels?
We will also look at the future
of Social CRM and the increasing value it will have in organisations.
An exploration of this emerging
field with case studies from the leading practitioners in the UK
and a discussion about best practice for working with social media
and CRM.
This event:
-
will include lunch
-
will be filmed.
-
is free, but please make sure you register as entry will be
on a guestlist basis.
Chair: Vikki Chowney, Reputation Online, @vikkichowney
Vikki joined the new media age team in July 2009 to launch
Reputation Online and has run the site since its launch in September
of the same year. Prior to that she was a freelance journalist,
spending time at Contagious magazine and working with clients that
include Talk Talk, Big Yellow and O2. Vikki previously worked as a PR,
specialising in digital and social media for various tech agencies
from 2005.
Will McInnes, Managing Director of Nixon McInnes, @willmcinnes
Will McInnes is the
Managing Director of NixonMcInnes, a leading social media
consultancy. Clients include BBC, Barclaycard, Nectar, The
Body Shop, Virgin Media and WWF. In commenting on industry
developments Will has appeared live on
BBC
News
24, in the
Financial Times twice and speaks regularly at events in
London, Amsterdam and Paris, and will be speaking at TEDx
Brighton. Will is a non-executive director of Wired
Sussex, which supports the development of the digital business
community in Brighton. Will is married with two young boys,
and enjoys mountain biking, camping and eating curry.
Eliza St.John, Online Marketing Manager for The Body Shop
As Online Marketing Manager for
The Body Shop, Eliza’s primary responsibilities are driving
the ecommerce sales and ROI for thewww.thebodyshop.com. Her
specialisms include the generation of online traffic and sales,
analysis of online ROI and the development of strong online
relationships with the consumer. Eliza currently manages the
UK’s social media channels giving her an invaluable insight
into the commercial and CRM value of social media for the
business. Now working on several projects for the company, Eliza
is currently exploring the cross-channel experience of the
customer and looking at how social CRM impacts online as well as
offline sales channels.
Mark Squires, Director Communications- Media Relations at Nokia
Mark Squires has been working in the telecommunications
industry for over 35 years, starting with Philips where he worked
in electronic engineering and sales before joining Hutchison
Telecom to work on the launch and marketing of the UK Orange
mobile network. He then worked for several blue chip companies as
a consultant before joining Nokia where for the last fifteen years
he has worked with all aspects of the media, this led to his
current global role as Communications Director, Social Media.
He was responsible for the Nokia Social Media strategy
whose team now outreach to over a million unique visitors every
month via the
Nokia Conversations Blogs and their regular
weekly Podcast. He oversaw the development of the guidelines that
allow Nokia's staff bloggers to post on Nokia during their work
hours, these guidelines have been widely shared online. The same
team designed the Nokia BlogHub - an internal aggregation site
that allows everyone in Nokia to search, read and comment on
the various blogs, in the first year its use reached over 70
million engagements. Externally the creation of homemade videos
(using the companies devices) of Nokia products and services
has propelled the company's YouTube pages into the top 50 best
read channel and our videos into multimillion views.
Claire Kavanagh, CRM Manager for giffgaff, @clairekav
CRM Manager for giffgaff, Claire
currently manages customer communications and retention for
giffgaff, UK's only entirely on-line mobile company.
Integrating social media channels within the CRM strategy
has helped giffgaff improve customer service, communication,
engagement and reach.
Chinwag Live Sponsors:
NixonMcInnes is a social consultancy working
with FTSE 350 companies, government and major not-for-profits to
help them take advantage of emerging trends in technology and
the workplace. In 2009 and 2010, NixonMcInnes was assessed by
Worldblu and awarded a place on the list of the 'World's Most
Democratic Workplaces' - living and breathing the principles of
transparency, openness, freedom and participation. The very same
principles that are key to success in social media. It also won
'Best Digital Team' at the 2010 Reputation Online awards.
