The ROI of Social Media Monitoring and Engagement
Thursday February 23, 2012 2:30PM ET/ 11:30 AM PT

Implementing a Social Media Monitoring or Social CRM solution has become a necessity for any effective customer listening and engagement program. However there is little in the way of standard ROI or metrics to measure the effectiveness of such solutions. In this webinar Dr. Natalie Petouhoff will discuss how to understand and calculate the value you are receiving or could obtain from Social Media Monitoring and Social CRM initiatives.

What Attendees will learn:

  • The value of Social CRM and Social Media Monitoring
  • Social Monitoring ROI and Metrics
  • How to benchmark you social efforts
Who should attend:
  • Customer Service, Marketing, Customer & Product Insights, and Product Management professionals looking to understand the conversations in social media
  • Those with Social Media Listening initiatives looking to measure performance
  • Anyone interested in Social CRM or Social Media Monitoring strategy

Dr. Natalie Petouhoff
President of Social Media Club Los Angeles

Dr. Natalie is a Professor and Director of the UCLA Executive Education Program for Social Media. Dr. Natalie’s unique perspective on business and thought leadership is sought all over the world as she helps businesses look at the changes social media is bringing and how to use it to increase the bottom-line. Dr. Natalie’s social media assessments and ROI calculators provide businesses tactical strategies, planning and real-world execution capabilities.

Dr. Natalie’s books and many white papers are the subject of hundreds of articles in publications like USAToday, Adage, BusinessWeek, Fast Company, The New York Times, WSJ, Peppers and Rogers 1-to-1 Magazine and CRM Magazine as well as national television and radio.

Dr. Natalie is President of Social Media Club Los Angeles and she's held positions as a Forrester Analyst, Chief Strategist for Weber Shandwick PR/Marketing Agency, Management Consultant at PWC, Hitachi and BenchmarkPortal and management at GE, GM and Hughes Electronics.

James Norwood
Vice President, Product Marketing, KANA

James is responsible for leading KANA's global marketing strategy and execution, including: corporate, product and solutions marketing, customer, field and partner marketing, communications and communities, demand generation, public and analyst relations, and web presence. With more than 20 years industry experience, James has proven success in strategic marketing contributing to significant demand and revenue growth. Prior to joining KANA, James was responsible for the worldwide product marketing of enterprise resource planning (ERP) and industry solutions at Epicor Software Corporation. James studied systems analysis and computer science at the University of Westminster, England.