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We have been trying for a very long time to get closer to our customers. Up until recently, we did this face to face, one on one and in small groups. Then the Internet and social media exploded. With Facebook, YouTube, Twitter, the channels to interact with prospects and customers expanded. Who are these new social customers and how can we use these technologies effectively? This session will define the new social customer – who they are, how they interact and how companies can engage with them.
Track 6: Getting Social
Sea Cliff
Mitch Lieberman, VP of Strategic Solutions, SugarCRM
Mitch Lieberman is a software industry veteran whose career spans 15 years with experience in software architecture and a broad spectrum of transactional business applications. Currently, with SugarCRM, he focuses his energy on customer satisfaction, with SugarCRM’s large enterprise customers and Fortune 1000 companies. Working with both internal as well as partner development teams he concentrates on establishing quick wins and high user adoption, leading to success. Prior to joining SugarCRM, Mr. Lieberman served as a Chief Architect for E.piphany where he also drove customer success by working with both Research and Development and Implementation teams to drive the strategy and design of Epiphany’s service-oriented products.
Sea Cliff
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
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.
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What happens when social and mobile technologies become pervasive and persistent? Humans crave social interaction and now have the tools to be constantly connected regardless of space and time. Today, we’ve just begun to explore how simple self-publishing tools are interacting with early industries like journalism, PR, and marketing. Yet, despite these early advances, social technologies still have years to mature. During this presentation Jeremiah will answer: What happens when these technologies become pervasive and everywhere? How will websites change as a result of customers asserting their voices on every webpage? How will mobile technology fuel social behavior? This forward looking presentation will break down the trends that are coming from technology, their impact to business, and how customers will react. Attendees will walk away with a vision of the future as well as a plan to put into their long-term roadmap.
Jeremiah Owyang, Partner, Altimeter Group
Jeremiah Owyang is an influential thought leader on web strategy, interactive marketing, and social technologies. He is experienced with emerging technologies that stem from the brand side, agency side, and industry analyst perspective. An accomplished speaker, Jeremiah has spoken all over the US as well as Asia and Europe and keynoted at prominent industry conferences including Internet Strategy Forum, Web 2.0 Expo, and SXSW. Previously, Jeremiah was a Senior Analyst at Forrester Research, focused on social computing for the interactive marketer. Prior to that, was the Director of Corporate Media Strategy at PodTech Network, a podcasting and online video startup. From 2005-2007 Jeremiah held the title of Manager of Global Web Marketing at Hitachi Data Systems and launched the community and blog program. He also served as the Intranet Architect at World Savings (now Wells Fargo) and was a user experience professional at Exodus Communications.
Sea Cliff
Social CRM goes beyond adding some Web 2.0 features to existing Web 1.0 CRM products. Instead of simply extending the life cycle of the product with some weak linkages to the new world of Web 2.0 tools, mashups and services, Social CRM must leverage the power of social networking not only for attracting and retaining existing or potential customers but also to develop emerging, self-organizing, user-driven communities of consumers and completely change the way broadcast-oriented businesses are structured today. This session will focus on real world example of how three companies - Citroen, Galp and Benfica, Porto and Sporting Telecom - applied social principles to allow customers to create value for the organization and for themselves.
Diogo Rebelo, CEO, DRI
Diogo Rebelo is co-founder and CEO of DRI, a company specializing in open source solutions with a focus on CRM, Entreprise Content Management and Web 2.0 platforms. He is very passionate about Marketing, Web 2.0 and Open Source. He is a recognized evangelist for free software in Portugal and a frequent author, speaker and presenter on topics related to Open Source.
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The intersection of the Social Web and Mobile Technology holds great promise for staying connected and nurturing relationships. The temptation is high to connect with thousands of professionals on major social networks. What an exciting time! But with exciting times come challenges -- starting with a strong feeling of amnesia. How often do we look at a someone’s profile and think, “How do I know this person? Why are we friends? And, who are all these other people?” This session will review various best practices you can use to manage massive amount of connections across several networks. As well as ways to maintain and rejuvenate relationships as needed.
Philippe Cases, President and CEO, Spoke Software
Philippe Cases has spent over 16 years as a Venture Capitalist in Europe and then in the United States focused on Information Technology. One of his core investment focus was the intersection of the web, analytics and CRM with successful investments over time such as Rightpoint (acq. by Epiphany), Adknowledge (acq. by CMGI), Inquira and more recently Spoke Software. He also currently sits on the board of Jaspersoft, an Open Source Business Intelligence company, and VentureBeat, the technology blog about Tech Money and Innovation.
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SugarCRM’s Expert Panel will wrap up the first day of the Social CRM track with a discussion on how companies can apply cutting edge ideas in social media to their current customer management practices. The panel will focus on new products, services and companies the experts find exciting, which efforts miss the mark when it comes to social engagement and how the next generation of CRM will look completely different than the current form. Audience participation and tweets welcome!
Martin Schneider, Director of Marketing, SugarCRM
Martin Schneider is Director of Marketing at SugarCRM. In his role, Martin handles competitive intelligence, marketing positioning and analyst relations. Prior to joining SugarCRM, Martin held the position of senior analyst with technology industry research firm the 451 Group, headquartered in NYC. Martin covered the CRM landscape for the 451, analyzing and consulting on such topics as Software-as-a-Service, business intelligence and open source applications. Martin also covered the CRM space as news editor with CRM Magazine in New York.
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 organization how to extend customer interactions from the CRM niche to the entire organization in their efforts to become Social Businesses.
Jeremiah Owyang is an influential thought leader on web strategy, interactive marketing, and social technologies. He is experienced with emerging technologies that stem from the brand side, agency side, and industry analyst perspective. An accomplished speaker, Jeremiah has spoken all over the US as well as Asia and Europe and keynoted at prominent industry conferences including Internet Strategy Forum, Web 2.0 Expo, and SXSW. 
Sameer Patel is a founding partner at the Sovos Group - a consulting firm that helps leading organizations accelerate employee, customer and partner performance via the strategic use of social and collaborative approaches and technology. Sameer has spent a decade managing engagements for large organizations helping them define and execute sustainable programs that drive lead generation, business partner network optimization, sales and marketing operational effectiveness, customer acquisition and employee productivity. He has worked with well known organizations such as BitTorrent, Ingres, Sun Microsystems, KPMG, McKessonHBOC, WR Wrigley Jr. Co., The Sabre Group, Grupo Televisa (Mx), and Cardinal Health.
Diogo Rebelo is co-founder and CEO of DRI, a company specializing in open source solutions with a focus on CRM, Entreprise Content Management and Web 2.0 platforms. He is very passionate about Marketing, Web 2.0 and Open Source. He is a recognized evangelist for free software in Portugal and a frequent author, speaker and presenter on topics related to Open Source.
Sea Cliff
With the advent of social media, customers have come to expect higher-order experiences, real-time, from big and small brands. This discussion will explore how Intuit shows love for small business customers through social media and community, resulting in more meaningful engagement, longer term relationships and a transformation in its products and policies.
Kira Wampler, Group Marketing Manager, Small Business Division, Intuit
With the advent of social media, customers have come to expect higher-order experiences, real-time, from big and small brands. This discussion will explore how Intuit shows love for small business customers through social media and community, resulting in more meaningful engagement, longer term relationships and a transformation in its products and policies.
Sea Cliff
This session will strip away social media hype and discuss real world social CRM and social CRM automation use cases. Each use case presented will outline how companies can integrate and utilize social media to provide value in their business. If you want actionable steps you can take to progress your company’s social CRM initiatives, attend this session.
Josh Sweeney, Founder, Alt-Invest
Josh Sweeney is founder of ALT-Invest and a CRM consultant who specializes in training other consultants about various aspects of SugarCRM including customization, development, and client education. His company ALT-Invest focuses on consulting while CRMStage.com an ALT-Invest training website delivers premium SugarCRM tutorials and modules to consultants and developers. Prior to starting ALT-Invest and launching CRMStage.com he held a Sales Engineering position at SugarCRM where he developed and presented customized presentations for enterprise and SMB deals.
Sea Cliff
Social media offers a wide range of exciting new ways to promote your brand, from Twitter to blogs to YouTube. But if you thought controlling your brand was hard in traditional print media, you are in for a shock if you don’t clearly think out your social media strategy. Sure, you can easily reach thousands to millions of people with one free Tweet, but these millions of people can respond in ways you did not expect. Learn examples and tips for what to do and not do to make social media your new best friend for building your brand.
Merrill Freund, Executive Vice President, Schwartz Communications
Merrill Freund has almost 20 years experience in high-tech public relations, representing technology sectors that run the gamut from open source application software to hardware servers to people search to clean technology. In addition to formulating communications strategies and messaging, he also manages targeted campaigns for his clients to secure broad awareness in key business and technology outlets. Freund is an active blogger and produces his own current affairs podcast series. Freund holds a B.A. in political science from Union College and an M.S. in telecommunications from the University of Colorado at Boulder.
Sea Cliff
Many organizations are discovering the value of listening and engaging with their online community. Planning a road to community interaction often begins with setting up a listening grid to gain an understanding of conversation topics, the conversation mediums, trends, as well as insights into influencers, causes, and conversation volumes. Once organizations have established an understanding of the conversation landscape, they can effectively reach out to their community with an engagement strategy. Community engagement across an enterprise needs more than just listening tools, and this discussion explores the various considerations, methods, and metrics for an enterprise engagement strategy.
Ryan Strynatka, Senior Product Manager, Radian6
As a Senior Product Manager with Radian6, Ryan provides product direction with a particular focus on strategic product management, go-to-market strategies, and product launch planning. He has a decade of professional experience and a broad range of global experience, having been based in locations across the USA, Europe, and Canada. Prior to joining Radian6, Ryan was a Product Manager with Leica Geosystems, focusing on leading-edge 3D geospatial technology. He joined Radian6 in 2009 after developing a keen interest in social media technologies and associated product developments.
Sea Cliff
Evan Prodromou, CEO, Status.net
Evan (@evan) is the founder of StatusNet and the creator of the StatusNet software. His previous experience includes creating the Open Content travel guide, Wikitravel. He serves as CEO and lead developer for StatusNet, Inc.
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