Social (C) RM at Telenet - by Steven Degelaen, Online Conversation Manager at Telenet

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Social CRM and Telenet - a presentation by Steven Degelaen at Social CRM 2013 in Brussels, hosted by Our Social Times

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Social (C) RM at Telenet - by Steven Degelaen, Online Conversation Manager at Telenet

  1. 1. Social (C)RM @ Telenet #SCRM13 28/11/2013 Steven Degelaen - @sdegelaen Online Conversation Manager 1
  2. 2. The next 20 minutes... §  Organization §  Tools §  Team / people §  ROI 28/11/2013 2
  3. 3. Organization 28/11/2013 3
  4. 4. Basic approach Social  Media  Cross  Func1onal  Team   28/11/2013 4
  5. 5. Advantages of CFT §  Increased knowledge §  Fast response times §  Buy-in §  Involvement §  Spread feedback & insights §  Speak with one voice 28/11/2013 5
  6. 6. Tools 28/11/2013 6
  7. 7. 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
  8. 8. 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
  9. 9. Team / people 28/11/2013 9
  10. 10. 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
  11. 11. Engagement team vs Others §  Who can talk? §  Roles & responsibilities §  Spread the word 28/11/2013 11
  12. 12. ROI 28/11/2013 12
  13. 13. One size fits all? 28/11/2013 13
  14. 14. 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
  15. 15. Thank you! 28/11/2013 Steven Degelaen - @sdegelaen Online Conversation Manager 15

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