Social media is dramatically altering the customer service landscape. With easy access to real-time information, a new generation of “always-on” customers is more empowered and demanding than ever before. The proliferation of new social channels have left many existing CRM programmes and technologies ill-equipped in building relationships with customers and mine social media data. Companies need to embrace the shift to customer centricity and focus on collaborative and personal experiences which customers today place great value on. Social CRM empowers companies with the ability to monitor, engage in conversations, manage relations with existing and prospective customers across a plethora of social networking sites.

• Are you extracting social customer data and insights to deliver improved service and experience?
• Do you know how to create loyalty programmes through Social CRM?
• How do you get maximum ROI from Social CRM implementation?

This practical 2-day workshop aims to equip you with the knowledge, skills and tools to understanding the evolution of the social customer, refining company processes and embracing Social CRM for a revitalised customer experience. Through hands-on sessions and in-depth case studies, find out how you can create online content with customer intelligence, build customer loyalty and acquire effective sales leads through streamlined processes, measure the ROI of social as well as achieve customer management excellence with PR and social media teams. At the end of the workshop, you will be able to effectively capitalise on Social CRM to generate revenue and transform the total customer experience

For more details, please visit http://www.conferences.com.sg/ws-crm10.htm For more information, please email Ms Ooi Fang Yu at fangyu@conferences.com.sg or call us at +65 6592 7367