Social (C) RM at Telenet - by Steven Degelaen, Online Conversation Manager at Telenet
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Social (C)RM @ Telenet #SCRM13 28/11/2013 Steven Degelaen - @sdegelaen Online Conversation Manager 1
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Social CRM and Telenet - a presentation by Steven Degelaen at Social CRM 2013 in Brussels, hosted by Our Social Times
Transcript of Social (C) RM at Telenet - by Steven Degelaen, Online Conversation Manager at Telenet
Social (C)RM @ Telenet #SCRM13
28/11/2013 Steven Degelaen - @sdegelaen Online Conversation Manager 1
The next 20 minutes...
§ Organization § Tools § Team / people § ROI
28/11/2013 2
Organization
28/11/2013 3
Basic approach
28/11/2013 4
Social Media Cross Func1onal Team
Advantages of CFT
§ Increased knowledge § Fast response times § Buy-in § Involvement § Spread feedback & insights § Speak with one voice
28/11/2013 5
Tools
28/11/2013 6
Goal
§ 360°view § Be where they are…
… but provide an engagement platform
§ Enrich / rebuild traditional systems… but this is not a simple CR
28/11/2013 7
Tools basics
§ No free lunch § Try before you buy § Your needs are not my needs § Get what you need now, upgrade
later
28/11/2013 8
Team / people
28/11/2013 9
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
28/11/2013 10
Engagement team vs Others
§ Who can talk? § Roles & responsibilities § Spread the word
28/11/2013 11
ROI
28/11/2013 12
One size fits all?
28/11/2013 13
Just another KPI
§ Set of 50+ metrics § Measure me if you can § Marketing vs Care vs CorpComm vs
HR vs … § Return On Ignorance
28/11/2013 14
Thank you!
28/11/2013 15 Steven Degelaen - @sdegelaen Online Conversation Manager
