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Innovation, technology and Mobile CRM from South African Tourism #GIBSCRM #MeetSouthAfrica #INDABA2014 #INDABAConnect
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Interactive and innovative ways for corporate success in social media and mobile CRM
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Social and Mobile CRM Evolution and Future of Customer Management Thursday 27 March 2014, GIBS Programme aganda
7.45 am Registration and Light Breakfast
8.25 am Welcome Remarks by Morning Chairman Mike Stopforth, Chief Executive Officer Cerebra
“KISS – Keep it Short and Simple” SESSIONS NEW STRATEGIES, IMPLEMENTATION AND BEST PRACTICES
8.30 am Positioning for success - A winning and efficient B2C social CRM mobile strategy and implementation x Ensuring content is ready for mobile devices
x Business benefits - Cross-selling, up-selling, improved sales and customer acquisition
and increasing profitability
x Measuring business outcomes
Craig Smee, Head of Social Media Communication Nedbank
8.55 am Throwing out the rule book, getting back to basics x Social and mobile cannot be done in isolation
x B2B? B2C? It's no longer relevant, it's time to change your view
x Importance of using CRM as part of an holistic strategy
x Spending a day in your customer's shoes
Karen Denny, Head of Relationship Management Quirk
9.20 am Win-win partnership with agencies for successful social media campaigns for your
brands to enhance customer experience
x What marketers and brand strategists need to consider
x Objectives, KPIs and metrics
x Case example – How ‘What’s for Dinner?’ became the biggest branded Facebook page in South Africa and 8 million globally
Miles Murphy, Managing Partner Liquorice
SimpleSTRATEGYworkstravelis socialmedia revolutionhappening on mobile
attractengageconvertretain
consumer expectsbe where the
to find you
social media has become the platform where consumers are finding inspiration, sharing their experiences and voicing their opinions, and also interacting with brands in real time.
insight:
contextconsumerconstantlyconnected
more than 90% of travel decisions are being made online
travel is the #1 commodity sold online in the USA
South African travel arrivals are growing at more than double the global standard of 4,4%
& thenthingto do the next
get themconvert
#MeetSouthAfrica
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RESPONSIVE DESIGN
WEBSITE
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WEBSITE
!35
Google Confidential and Proprietary 9 9
Search is the most common starting point for mobile research
CQ14a: Thinking back to the last time you researched information about <CATEGORY>> on your Smartphone, on which type of website/app did you begin your search?
Start on Search Engines
48%
33%
26%
Start on Branded Websites
Start on Branded Apps
42%
Automotive
41%
Home & Garden
38%
Apparel & Beauty
31%
Finance
31%
Apparel & Beauty
27%
Automotive
36%
Finance
22%
Electronics
21%
Apparel & Beauty
Google/Nielsen Mobile Path to Purchase custom study, Nov 2013
be bold connect
remix it
be real
have some FUN
besmart& take risks
participatebeautiful
thankyou
@william_price
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