Expert views on the risks and rewards of social CRM

MyCustomer.com
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At the recent Technology for Marketing & Advertising event, MyCustomer.com editor Neil Davey chaired a panel discussion on social CRM, with leading industry experts sharing their advice on this emerging field.

The panel comprised:

  • Laurence Buchanan - executive consultant for CRM and social CRM at Capgemini UK. Laurence comes from a CRM background having spent 10 years running SAP's CRM business in various geographies. He now leads Capgemini's global propositions around Social CRM.
  • Ian Hendry - CEO and founder of WeCanDo.Biz. A CRM user of almost 20 years, Ian added Social CRM elements to his online network for sales leads and business referrals in 2009 and the site is now used by over 16,000 small businesses.
  • Dr Graham Hill - a partner at customer value management specialists Optima Partners. In his day job he helps companies get more value out of their investments in CRM, social CRM and co-creation. In his evening job he discusses, debates and argues about the differences between CRM, social CRM and co-creation with his friends on Twitter.
  • Heather Taylor - a filmmaker, writer and community and social media strategist who was the first in-house social media manager for PayPal and giffgaff, and is taking up the role of corporate community manager at BBC.

About Neil Davey

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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.

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25th May 2011 19:16

very informative presentation on a listen-only a little long.

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