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

1. Social
(C)RM @
Telenet
#SCRM13
28/11/2013
Steven Degelaen - @sdegelaen
Online Conversation Manager
1

2. The next 20 minutes...
§ Organization
§ Tools
§ Team / people
§ ROI
28/11/2013
2

3. Organization
28/11/2013
3

4. Basic approach
Social
Media
Cross
Func1onal
Team
28/11/2013
4

5. Advantages of CFT
§ Increased knowledge
§ Fast response times
§ Buy-in
§ Involvement
§ Spread feedback & insights
§ Speak with one voice
28/11/2013
5

6. Tools
28/11/2013
6

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. 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. Team / people
28/11/2013
9

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. Engagement team vs Others
§ Who can talk?
§ Roles & responsibilities
§ Spread the word
28/11/2013
11

12. ROI
28/11/2013
12

13. One size fits all?
28/11/2013
13

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. Thank you!
28/11/2013
Steven Degelaen - @sdegelaen
Online Conversation Manager
15