• What is the difference between CRM and Social CRM?
• What are the practical components of Social CRM that you should consider?
• What resources and processes do you need driving your Social CRM program?
• What are the risks of Social CRM programs?
• How do you measure successful social customer interactions?
• How does corporate culture need to change to support successful Social CRM programs?
• Where are some good places to start with your Social CRM efforts?
  
  

• Marketing professionals, customer service professionals, sales professionals, business owners
• Anyone responsible for improving the customer experience
• Social media practitioners
  
  

Renee Wilhelm is a SAP solution manager working within the “Customer” line of business focused on SAP CRM Interaction Center and Social CRM topic areas. Renee has been involved in contact center and service solutions since 1999, working on topics that range from workforce optimization to SAP CRM. Renee is an alumnus of the University of Illinois at Chicago

Paul Greenberg is the author of the best-selling CRM at the Speed of Light, Fourth Edition: Social CRM 2.0 Strategies, Tools and Techniques for Engaging Your Customers. He is also the president of the 56 Group, LLC, an enterprise applications consulting services firm, focused on CRM strategic services including go-to-market strategies for vendors and integrators, implementation strategies, and vendor selection.

Brendan B. Read is a leading contact center industry journalist, with extensive experience covering site selection, outsourcing, teleworking, staffing/training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other industry publications including 1to1, Call Center Management Review, Contact Management, and Direct Marketing News. His first article on teleservices, ‘TeleSell’, appeared in Electrical Wholesaling in 1992.