Social (C)RM @ Telenet #SCRM13

28/11/2013 Steven Degelaen - @sdegelaen Online Conversation Manager 1

The next 20 minutes...

§ Organization § Tools § Team / people § ROI

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Organization

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Basic approach

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Social  Media  Cross  Func1onal  Team  

Advantages of CFT

§ Increased knowledge § Fast response times § Buy-in § Involvement § Spread feedback & insights § Speak with one voice

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Tools

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Goal

§ 360°view § Be where they are…

… but provide an engagement platform

§ Enrich / rebuild traditional systems… but this is not a simple CR

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Tools basics

§ No free lunch § Try before you buy § Your needs are not my needs § Get what you need now, upgrade

later

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Team / people

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Engagement team

§ Weakest & strongest link § 24/7 world vs business hours

SLA management is vital § People become the account

Team management is key § Share / celebrate your successes

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Engagement team vs Others

§ Who can talk? § Roles & responsibilities § Spread the word

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ROI

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One size fits all?

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Just another KPI

§ Set of 50+ metrics § Measure me if you can § Marketing vs Care vs CorpComm vs

HR vs … § Return On Ignorance

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Thank you!

28/11/2013 15 Steven Degelaen - @sdegelaen Online Conversation Manager