TMCnet Feature
September 14, 2011

Integration the Big Trend in Social CRM Panels at ITEXPO West

By Stefanie Mosca, TMCnet Managing Editor

When three social media experts get together to discuss how social platforms are revolutionizing our personal and professional interactions, the conversation is bound to be a lively one.

Yesterday, following ITEXPO West’s first keynote address, three well versed women kicked off the SocialCRM Expo with an informative and entertaining panel, “How Social Media is Changing Customer Behavior.”

The evolution of social media has subsequently created a global electronic marketplace, where customers can interact with a brand or similar customers through dialogue including suggestions, criticism and sharing experiences. In turn, businesses are setting up brand fan pages where they can correspond with their customers and market them as well.

The panel included Theresa M. Szczurek, Ph.D, co-founder and CEO of Radish Systems (News - Alert). Using her experience in strategic planning and execution on the marketing and sales side, Szczurek has a solid background in assisting in client growth. Marie Jackson, SVP of marketing of LiveOps (News - Alert) is responsible for all marketing campaigns and field outreach, product and partner marketing, branding and marketing communications as well as public relations and analyst relations. 

At LiveOps, Jackson explained that it is a collaborative effort among the team to manage their social media outlets and the feedback they get from their customers is a great driver for how they improve their customer service. Social media platforms and discussion boards ultimately provide customers with a seat at a company’s round table. It allows them to offer their opinions to benefit a product or service, and the feedback usually turns into a positive reinforcement.

Erin Korogodsky, social media quarterback for social company Lithium is obsessed with social media and not afraid to express it. A frequent blogger on the Lithosphere and an avid member of Twitter (News - Alert), Korogodsky has a realistic approach to social interactions and the most efficient ways of marketing to customers.

The panelists noted many beneficial social media platforms that they find to be effective for directing the conversation for customer engagement. Aside from the popular Facebook and Twitter, other mentioned included YouTube (News - Alert), LinkedIn, blogging outlets and instant messaging platforms.

Szczurek told the audience that the best way to direct a conversation using a brand page on Facebook (News - Alert) or Twitter account is to start the conversation yourself and offer promotions to really engage your customers.

Korogodsky offered one last bit of advice during an engaging Q&A discussion with the audience on what to remember when reaching out to customers using social sites. “When it comes to social media”, she said, “Never trash the customer; never trash the firm; and think of what your mother would say.”

Pretty good advice if you ask me!

To find out more about Theresa M. Szczurek, Marie Jackson and Erin Korogodsky and Radish Systems, LiveOps and Lithium visit the companies at ITEXPO West 2011. Happening now in Austin, TX, ITEXPO is the world’s premier IP communications event. Szczurek is speaking during “Best Practices for Leveraging Customer Conversations for Brand Equity,” and “Innovation for Real-Time Business Collaboration.” Sanjay Popli, vice president of Strategy and Business Development at LiveOps is speaking during “Does Your Business Have a Social Media Strategy?.” Don’t wait. Register now.

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Stefanie Mosca is a Managing Editor for TMCnet, with a particular focus in wireless technologies as well as mobile and IP communications. She holds a master's degree in journalism from Quinnipiac University and a bachelor's degree in communication from the University of New Haven. To read more of her articles, please visit her columnist page or follow her on Twitter @stefaniemosca.

Edited by Jennifer Russell

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