Engaging Customers via Social Media and other Non-traditional Interaction Channels

Presentation at CRM 2012 By John Burton of SAP

Engaging Customers via Social Media and other Non-traditional Interaction Channels

John Burton, Director Product Management for SAP CRM Interaction Center, SAP Labs, will be presenting the topic “Lessons for engaging customers via social media and other non-traditional interaction channels” on Monday, March 19 from 3:00-4:15pm, and we’re looking forward to hearing what he has to say. Here’s a preview of what we have to look forward to:

Take a look at the latest SAP CRM offerings that allow you to leverage social media, enterprise collaboration, mobility, and software as a service (SaaS) to extend marketing, sales, and customer service activities. Determine whether and how your customers and employees could benefit from accessing cutting-edge communication channels and devices. Learn how to utilize the new marketing connect and service connect functionality to extend your marketing and customer service campaigns to channels such as Facebook. Learn how customers can register their consumer products though Facebook without ever needing to log on directly to your company’s corporate Web site. Discover how you can enable your sales team and service team to collaborate on opportunities, RFPs, contacts, and service orders, even pulling resources from outside the organization (such as partners and customers) with out-of-the-box integration between SAP CRM and the new SAP StreamWork collaboration tool. Take a look at SAP CRM Service on Demand for Social Media and learn how your customer service reps and call center agents can utilize it to process and respond to Facebook posts, Tweets, blogs, Amazon product reviews, and other online product or brand mentions.

We plan on attending the session and look forward to seeing you there!

/ Event Announcement

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Glenn Abel is a leading authority on Contact Centers.


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