Social Media Club LA presents “Loving Your Customers: Social CRM”

The Social Media Club/LA (SMCLA) today announced it will present, in cooperation with sponsor SAP, a panel discussion on social customer relationship management (CRM) titled “Loving Your Customer.”  In this second SMC_LA presented panel discussion of the year, speakers will highlight how customers can tap into the latest mobile trends to get the most benefits from their social programs.

The discussion will take place on Tues., Feb. 21, from 6-10 p.m. at the ING Café in Los Angeles. Dr. Natalie Petouhoff, president of SMCLA, will moderate the discussion. She will be joined by speakers Jon Ferrara, CEO of Nimble; Gary May, president of Interactive Marketing and Consulting Services (IM@CS); and Charles Miller, director of Digital Care and Social Media, Mobile Smartphone at Direct TV. To learn more about the presentation or to RSVP, please go towww.socialmediaclub.la.

The Social Media Club of Los Angeles focuses on the unique mix of entertainment, technology and culture that makes Los Angeles an epicenter of the next evolution of the Internet. It hosts monthly panels on topical and relevant social media issues. Its February panel discussion will be presented in sponsorship with SAP, the market leader in enterprise application software, which also offers leading social CRM solutions.

“Today, SAP is on innovation hyperdrive,” said Vinay Iyer, vice president, Global Marketing, SAP CRM. “With a user-centric lens on big data, mobility, cloud and social technologies, we are helping our customers have more relevant and smarter 360-degree conversations with their customers like never before, without requiring them to dig into existing ERP and CRM foundations every time. Not only can our offerings inspire social marketing efforts, but SAP is also an exemplar of social in-bound and out-bound marketing practices. We grew our own social channels two-fold last year, and we’re leveraging best practices through our participation in Social Media Club/LA.”

SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

About Social Media Club LA

Who is SMCLA?

SMCLA is a non-profit, volunteer-based club. Members of SMCLA include influencers throughout the Los Angeles community who range from tech, marketing, PR, entertainment, entrepreneurs, and media to name a few.   SMCLA panels typically draw 100-150 in-person attendees and when livestreamed, an additional 400+ who tune in via our video webcast.  Our panels have already covered the movie and music industries, branding in Social Media, search engine marketing and more.

 

English: Picture of Chris Heuer, founder of So...

Image via Wikipedia

What is SMCLA?

The Social Media Club of Los Angeles focuses on the unique mix of entertainment, technology and culture that makes Los Angeles an epicenter of the next evolution of the Internet.  Founded in July of 2008, SMCLA hosts monthly panels on topical and relevant Social Media issues.

To learn more about Social Media Club Los Angeles, please go to www.socialmediaclub.la

Find Us Here:

Website: http://www.socialmediaclub.la

Twitter: http://www.twitter.com/smc_la

Facebook: http://www.facebook.com/socialmediaclubLA

Linked In: http://www.linkedin.com/groups?gid=1839487&trk=hb_side_g

 

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SAP and all SAP logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries.

All other product and service names mentioned are the trademarks of their respective companies

Speakers:

Jon Ferrara, CEO, Nimble 

 

English: Jon Ferrara Portrait

Image via Wikipedia Jon has over 20 years of experience in Customer Relationship Management (CRM) and Sales Force Automation (SFA). An entrepreneur at heart, Jon founded GoldMine CRM in 1989 with a college friend and turned it into a very successful venture that he eventually sold to FrontRange.

Today, business has changed. With the advent of social media, email, IM, text messages and more, businesses are overwhelmed by the myriad applications needed to listen to and engage with their customers. The question is no longer how to stay connected – but how to efficiently and cost-effectively build business relationships given multiple communication channels. From that new need sprang Jon Ferrara’s latest innovation: Nimble.

After two years of development and thousands of real world users, Nimble has emerged as the next evolution in relationship management – the only web-based solution that brings together all of your contacts, calendar, communications and collaborations in one simple, free platform.

Gary May, President/Consultant, Interactive Marketing and Consulting Services (imacsweb)

IM@CS continually evolves to build, educate on and support platforms in critical sales, branding, process, media and best practice application for forward-thinking companies and those trying to grasp the online space. We work with retail, manufacturers, portals and service providers that have a large consumer-facing business, primarily in the automotive industry as well as luxury and specialty markets and other high-end services.

IM@CS also specializes in working with companies investigating opportunities within the automotive market to make sense of a diverse and dynamic environment, providing insight, direction and solid fundamentals to achieve success.

Overall we provide greater opportunities through brand awareness, reputation management, process improvement and sales organization coaching for companies looking to create sustainable improvements and add to their bottom line.

Charles Miller, Director, Digital Care and Social Media / Mobile Smartphone Support Strategy, DIRECTV, Inc.

 

DirecTV

Image via WikipediaA leading Social Media practitioner, speaker and panelist, Charles has advised CMOs, CIOs, and CTOs on Social Media best practices, sCRM, and customer communities nationally. Within DIRECTV he has influenced and helped employ Social Media use throughout the enterprise including advising PR, Marketing, Engineering, Research, Field Services and Mobile Advanced Services. His operations team is both U.S. and internationally based with overseas travel to Manila, Hong Kong, London, Paris and Rome.

 

Forrester Research and Frost & Sullivan seek out his insight for studies, publications have noted his expertise, and case studies are now featured in recent business books for adapting business practices based on online feedback. Expert Social Media practitioner featured on Mashable, ComputerWorld, ZDNet, Financial Times of London, and CNNLive.com

Dr. Natalie Petuohoff Dr. Natalie, a former social media Forester Analyst, heads up the Social Media Executive Education Division at UCLA and is President of the Social Media Club Los Angeles. Her experiences as an Ad Agency executive and management consultant provides unique business insights that she shares as an accomplished keynote speaker, quoted expert and featured guest expert on TV and radio.  Dr. Natalie helps companies understand how social media affects the bottom-line and to create executable strategies that provide real business value. She does this by benchmarking the “As Is” state of social media initiatives and compares them to “Could Be” via best practices.  With this insight, businesses can create a world-class social media and digital presences and monetize their investments. Dr. Natalie wrote the world’s first social media ROI calculator.

Hope to see you there!
Learn. Share. Grow!

Ebook: Social Media ROI Myths and Truths
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
YouTube Videos: On ROI of Social Media
G+ : Google Plus posts
White Papers: Social Media ROI

 

 

 

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Discount Code for @SMCLA / @SMC_LA Social Media Master’s Course in Social Media Monitoring and Measurement to Determine Business Value and ROI

If you are looking for some detailed information and education on social media, then consider the Social Media Club LA sessions! We have a great line-up of teachers with real-world experience! I’ll be teaching social media monitoring and measurement… The schedule is below!

If there is something particular you’d like to see covered under the section I am teaching – social media monitoring and measurement, please let me know! Here’s the discount code for 30% off: SMCLAX Use this when you go to sign up!

Look forward to seeing you there!
@drnatalie

Learn. Share. Grow!

THE SCHEDULE and MORE DETAILS – where, who is teaching, etc…
Sept 9th, 9:00am – 6:00pm

  • Building Corporate Social Infrastructure with Sam Fiorella
  • Lessons from the Facebook Trenches: Thinking Beyond “Likes” with Matt Hicks
  • Online Community Building with Patrick O’Keefe
  • Social Business, Holistic Strategy with Chris Heuer
  • Social Media Monitoring and Measurement: Understanding How To Turn Data Into Business Insights with Data with Dr. Natalie Petouhoff
  • Are You Prepared to Weather An Online Crisis? How to map your brand’s social graph and identify threats and opportunities with Sally Falkow

Here’s a bit about each course….

BUILDING CORPORATE SOCIAL INFRASTRUCTURE
It’s no secret that C-Suite execs in most large businesses have been slow to acknowledge the social economy or to formalize and fund social engagements across their organizations. But the communication tidal wave that is social media cannot be stopped and many business silos have begun their own individual efforts given the lack of executive leadership in this area.

Be it Customer Service Managers scouring Twitter feeds, HR teams monitoring LinkedIn, Marketers advertising in social networks or PR Professionals engaging social influencers, most enterprises are engaged in social relationships through disjointed efforts initiated by the customer or customer-facing departments. Therein lies the challenge for enterprise leaders; and the opportunity if they accept this call to action.

How does the enterprise adapt to the internal communications changes that are pushing it to be more open? More social? The employee’s adoption of social communication does not translate well to the kind of work groups that are formed in most businesses. So the inevitable introduction of social networking-style communication into an office culture will have powerful implications on how businesses are structured and managed. But you need to understand how to enable it without losing control of your business’ corporate vision. In this session Sam will outline:

  • The challenges that social communications will place on your
    workforce and business silos
  • The needs, abilities and challenges of generational communications
    within the organization
  • Cross-silo methodologies used to embrace and take advantage of the
    changes in how people communicate

Using real examples from the corporate world, you’ll leave the session with a blue print for your own corporate cross-silo social communication plan.

LESSONS FROM THE FACEBOOK TRENCHES: THINKING BEYOND “LIKES”
The power of Facebook for businesses goes beyond the number of people who click “Like” to connect with your Page. It’s about building relationships where people want to engage with and share your content, and it’s about building an authentic persona for your company that talks with people on their terms. This session will explore how to make your Facebook Page and other activities more personal and engaging through a mix of real-world tips, case studies, demos and group exercises. Topics to be covered include:

  • Advanced features for managing and setting up your Page
  • Developing a voice for your Page and creating the best mix of content
  • How to compete for attention in News Feed
  • Emerging opportunities beyond the Page and off of Facebook

MAP YOUR BRAND’S SOCIAL GRAPH AND IDENTIFY THREATS AND OPPORTUNITIES
79% of business leaders in the U.S., Europe, Asia Pacific and Latin America say they believe their company is less than 12 months away from a potentially serious crisis fueled by online conversations and the 24/7 news cycle. Most expect it to occur with the next year, yet they admit to being totally unprepared to manage and survive a crisis.

Almost half of those polled say they are not effectively monitoring the online conversations. They have no idea who makes up their social graph and how the nodes in a social graph are connecting and influencing one another. They don’t know who the people who shape the conversation in each social node are, or how to identify them. (Source: 2011 Burson–Marstellar Digital Crisis Preparedness Report)

This session will cover:

  • What the social graph is.
  • How to map your brand’s social graph.
  • How to prepare for the Digital Storm Ahead: Find the right conversations to track, Identify the influencers in each node, Identify threats and opportunities, Build a community of supporters before you need them, Reach the friends of your fans and followers, Train your employees.

ONLINE COMMUNITY BUILDING
The question isn’t whether or not you have a community. Your community – the people who love and support what you do – is out there. The question is how you engage with them. In this session, we’ll talk about community management and engagement in spaces you control and spaces you don’t, from Facebook and Twitter to forums and blogs. This is the art of community building on the web, both the good and the bad, steeped in real world experience.

SOCIAL BUSINESS, HOLISTIC STRATEGY
After spending the past 12 years on the top of search results for “holistic business strategy”, Chris Heuer believes the day has finally come for his insights to become part of mainstream management thinking. As the disruption caused by social media reverberates across all aspects of organizational operations and culture, market leaders are turning to social business to transform the enterprise and seize a competitive advantage. The rise of social business is not only the sucessor to eBusiness, it signals the dawn of the post digital era. Today, being digital is expected, it’s the price of entry. If you can’t think holistically, collaborate across traditional organizational boundaries, optimize your organization to act as one and earn the trust needed to truly serve your market, your business may soon be extinct.

Chris will share his insights on how to think and act like a social business along with the perspective from his colleagues at Deloitte Consulting LLP on the dawning of the post digital era.

 

SOCIAL MEDIA MONITORING AND MEASUREMENT: UNDERSTANDING HOW TO TURN DATA INTO BUSINESS INSIGHTS
With Social Media and Digital Communications becoming part of how business gets done, businesses are wondering how should they use social media to enhance their business. When social media first started, companies reacted by putting up Facebook pages, signing up for a Twitter handle and adding a blog to their website and other basic social/digital interactions. Now the game has gotten far more complicated. Without a lot of knowledge or framework around how to make sense of all the social media and digital interactions, professionals from all walks of life—PR, Marketing, Customer Service, Production Development, Engineering, etc… want to know, “How does social media affect my business? Does it:

  • Increase Marketing conversion rates and Sales?
  • Reduce Marketing and Sales costs?
  • Reduce costs for building and maintaining brand reputation?
  • Shorten Product Development cycles?
  • Increase positive word-of-mouth and awareness?
  • Decrease agent-assisted calls in Customer Service?
  • Decrease overall costs by reducing items like return merchandise (RMAs)….

Yes, it does. And the question on everyone’s mind is How.” This session will use real-life case studies to illustrate with examples so you’ll leave with tools, tips, strategy and tactical capabilities to monitor and measure the success of your social media and digital communication programs. We’ll cover the how’s, the what’s and the why’s to social media monitoring and measurement:

  • Monitoring: What to monitor and why. Who and what to monitor. Where to find the audiences to monitor. Understanding what your audiences want and care about. What free social media monitoring tools to use. What paid social media monitoring tools to use. How to set-up social media monitoring searches to make sure you get what you need.
  • Measure: Once you have the data, how to turn it into business value. Secrets to taking data and turning it into insights. What metrics, key performance indicators (KPIs) and measurements you need. How to connect metrics, formulas and calculations. Social media ROI calculations, models and methodologies to show business value.
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