In Order to Get Social, Your Company Needs to be Social | Open Source Business & Social CRM

In Order to Get Social, Your Company Needs to be Social Overview Agenda Speakers Partners Sponsors Track 1: CRM Strategy Track 2: Open Source & Open Cloud(s) Track 3: Business Apps in the Cloud Track 4: Extending Sugar Track 5: Beyond CRM Track 6: Getting Social Track 7: Partner Innovation Track 8: SugarU Room: Sea Cliff 11:45 am – 12:30 pm \| Tuesday, April 13th \| Track 6: Getting Social Building a Social Business entails engaging customers via Social CRM to gain actionable insights so employees can leverage those insights into better experiences. Today, customers and employees are rigorously separated by a 'membrane,' limiting opportunities for learning and engagement. In this presentation, noted Social CRM thought leader Estaban Kolsky will tell you how to make that membrane porous; resulting in more effective employees and happier customers. Presentation Slides: Your Company Must Be Social Speaker(s): Esteban Kolsky, Principal and Founder, Thinkjar Esteban Kolsky has over 22 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments. Mr. Kolsky is currently advising vendors and organizations how to extend customer interactions from the CRM niche to the entire organization in their efforts to become Social Businesses. Related Tracks: How Social Media Is Changing Customer Behavior The New Normal – Small Business Owners and the Social Web