9:00 – 11:00 Workshop A: Understand Social CRM and Achieve Success!

8:30 Registration for Workshop A & Coffee

Social CRM defined: the real-time art of listening and engaging with the continually growing online community of customers recording their interests, passions and preferences.

In this new paradigm, the consumer makes the rules, defines the channels, and leads the collaborative discussions regarding the goods and services they use – all on their terms. And as we speak, customers are researching, reviewing and reporting on their experiences with your company. So whether you are utilizing social CRM or not, wouldn’t you prefer to gain the countless benefits from engaging and influencing this new form of conversation? In this hands on workshop session, learn, debate, discuss and identify the best ways to comprehensively understand social CRM - and apply its benefits into your organization’s overall CRM strategy.

What will be covered:

• Investigate the many definitions and applications of social CRM today
• How to define social CRM for the unique needs of your organization - and its customers
• Create a social CRM roadmap for the future

How you will benefit:

• Explore multiple examples of social CRM, define your own, and achieve ROI
• Learn about cutting edge social CRM strategies achieving success and increased adoption
• Analyze different levels and stages of social CRM deployment
• Reduce roll out and down time for social CRM adoption and integration

Workshop Leader:

Jesus Grana
Principal
Marketing & Strategy Consulting

11:30 – 1:30 Workshop B: Creating a Strategic Social Media Marketing Plan: Implementation, Management, Optimization, Conversions, Analysis & Refinement

11:00 Registration for Workshop B – Boxed lunch will be served

Social media for enterprise-level organizations offers the opportunity to acquire unprecedented levels of followers, new marketing channels, and the ability to convert customer engagement into direct revenue. However, the sequence of strategic social media development, and synchronized alignment of cross media, leaves many marketing executives wondering, “where to start? And what to do next?”

The good news is that there are specific guidelines marketing executives can follow to consolidate marketing efforts! This workshop will be a lesson in “how to deep-dive,” which will comprehensively explore the steps required to augment marketing efforts and maximize returns! Fasten your seatbelts - this session will feature a ton of valuable information, in a fast-paced, two hour workshop, geared for all executives of enterprise level organizations! Both corporate and nonprofit organizations are encouraged to attend.

What will be covered:

• Strategic business and marketing planning for social media
• Marketing plans prepared differently; the social platform requires alternative strategies
• Generation gaps: convincing your “elders” about the value of social media
• Acquiring and optimizing “voice of customer” marketing data
• Conversions: marketing objectives and revenue attainment
• Website and social media technology optimization
• Publishing management logistics: there may be more content within reach than you realize

How you will benefit:

• Build additional marketing channels and deliver new customers
• Learn leading strategies for acquisition, conversation management and cross media integration
• Catch your competition off guard as you build a “first to market thought leadership position”
• Drive revenue in a scalable low-cost environment

Workshop Leaders:

Jackie Crino & Peter Winters
Founders
Big Dog Innovations

2:00 – 4:00 Workshop C: Relationships Matter: Social CRM Now - And Into The Future

1:30 Registration for Workshop C

The idea of social CRM is just getting started. But where is it going? We know the importance of traditional customer relationships has always been a fundamental stand by. However, social media is growing and rapidly changing the dynamics of customer relations, as we know it. So how do we keep a strong connection between the two, and ensure we don't fall behind? In this workshop, expect a conversation about the real tools, people, and strategies that are evolving the modern customer experience. Come with questions and ideas; and don't expect just another Power Point.

What will be covered:

• The current impact of social media on the marketing landscape; specifically the evolution of social CRM
• How to analyze why your customers "Liked" you on Facebook
• The value of listening - and its added power when leveraging the social world
• The future reach and scope of social CRM: social commerce, gamification, loyalty and rewards programs

How will you benefit:

• Put the evolution of social CRM into perspective – and maximize its potential for the future
• Develop ideas around how your company can find easy wins, as you dive deeper into social CRM
• Learn what strategies and plug-ins will continue to advance social CRM’s everyday use and popularity
• Identify misuses and abuses of social CRM in the past - and improve development strategies for future integration

Workshop Leader:

Zach West
Social Media Analyst
Walgreens