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Are you wrestling with implementing a social culture throughout your organisation, bringing the personal touch and immediacy of social interaction to areas such as complaints, customer service or product development, or simply trying to tie a social media strategy into your B2B marketing strategy? The social media explosion has changed the way customer and businesses interact, perhaps forever. “Social media is now forcing the company culture to change and adapt based on these social operating systems,” says renown industry expert and occasional SMWF speaker Brian Solis. “Actions and reactions are now more tangible, direct, and immediate. In order to support this radical transformation, it has become clear that governance, responsibility, and accountability is needed – not restraint.” The SMWF Social Business track will examine many of the fundamental issues and challenges you face.
Social media has proved to have far wider applications than merely as a marketing tool. Social technologies are providing enterprise organisations with sophisticated collaboration solutions and platforms which are breaking down internal silos between previously disparate teams and departments, driving knowledge and operational efficiencies and allowing truly social cultures to develop from the top down and bottom up.
Empowering sales and customer service staff, social CRM can transform every customer facing employee into an important tool in an organisation’s integrated communications strategy, building brand value and customer loyalty at every single touch point. B2B marketers face subtly different challenges when implementing social media strategies, but many are already reaping the benefits of their social channels, developing customer communities and building brand advocacy through their social channels.
