CategorySocial Media

Social CRM 2013 Conference (London)

Our Social Times logo



Organised by Our Social Times, Social CRM 2013 is an annual two-day social/digital media event. The first day being a workshop with the second day a conference, which attracts speakers and attendees from a number of blue chip companies.

Key topics of discussion will include:

  • From Social CRM to Social Business
  • How Organisations are Managing Social Customer Engagement
  • Integrating Social Customer Service, Marketing and Communications
  • Brand Case Studies: Social CRM in Action
  • Measuring the Value of Social CRM
  • Beyond Big Data: The Long Road to Genuine Social Business
  • Leveraging Customer Communities
  • Delivering End-to-End Social Customer Service
  • Panel Discussion and Q&A

This year’s speakers are:

Ronan Gillen
Twitter: @Nanor23
eBay – EU Complaints, Community & Social CS Manager

Bian Salins
Twitter: @b1an
Job Title: Head of Social
Company: Now TV

Ben Kay
Twitter: @Benjamin_Kay
Job Title: Head of Digital Strategy & Adoption, Company: Everything, Everywhere

Jacqui Taylor
Twitter: @jacquitaylorfb
Job Title: Managing Director
Company: FlyingBinary

Martin Hill-Wilson
Twitter: @martinhw
Job Title: Consultant
Company: Brainfood Consulting

Chris Heffer
Twitter: @theotherhef
Job Title: EMEA Marketing Manager Company: Dachis Group

Leon Chaddock
Twitter: @leonchaddock
Job Title: CEO
Company: Sentiment Metrics

Luke Brynley-Jones
Twitter: @lbrynleyjones
Job Title: CEO
Company: Our Social Times

Nico Henderijckx
Twitter: @tweety2b
Job Title: European Forum and Community Manager
Company: Sony

Tom Messett
Twitter: @TomMessett

Social CRM London 2013 logos

A programme/agenda for the day can be found here:

Tickets are £295 and include complimentary breakfast and a 3 course lunch. It is being held at the Cavendish Conference Centre which is easily accessible by tube (Oxford Circus).

Businesses using social media


If your business isn’t on the main social networks these days, the truth is that you’re missing out on potential business.

Many of the blue chip companies and large corporations have multiple accounts. Take Dell for example. They have their main @Dell account, but also accounts for home user news, SME news and large enterprise news as well as corresponding support accounts too. Just some of Dell’s Twitter handles include:
@Dell – General Dell and technology related news.
@DellCares – Home user support.
@DellCaresPro – Business user support.

O2 (Telefonica UK) has a simpler approach, with just two accounts. They have their main account (@O2) which handles customer support and has Tweets aimed at end users, and @O2BusinessUK which Tweets SME related news and interacts on a B2B level.

From a small business perspective, you should only need one account on these sites, however if you are lets say a restaurant with multiple locations, you may wish to have a different account for each location so that you can post relevant news and the manager of each restaurant can manage their own Twitter account.

But which social networks should I use for my business?

Here’s an overview of the main social networks and my personal opinions on each from a business perspective:

Facebook – For businesses, there are two options when it comes to creating a profile. They can either create a Page which can be ‘Liked’, or they can setup a normal account and accept friend requests. Whilst Facebook seems to be the most popular at the moment (especially for small businesses), Twitter is growing in popularity. You can also link a Twitter account to directly post to your Facebook.

Twitter – Unlike Facebook which has endless fields to input information for your profile, Twitter took the simple approach. You can have just your name or you can add a short ‘bio’ along with your location and website URL (if applicable).
The key with twitter is INTERACTION! Instead of posting plain, generic things about your business, create interesting Tweets with hashtags instead which will boost interaction with your brand, and also give it a ‘personality’ which would otherwise never be seen.
Maybe even have a few ‘quick question’ type Tweets or end your post with a question. This way, you can avoid losing followers due to your Tweets being percieved as ‘spam’, whilst still being able to promote your business.
For more info on Twitter, read my blog post about Twitter (coming soon).

LinkedIn – Once a network thought of as only for CEO’s and corporate executives, LinkedIn is now used by students, junior employees and has become more widespread. The exposure that this network can provide could land you your next job! Recent research showed that 30% of college students were using LinkedIn as their primary and only method of finding and applying for jobs.

Pinterest – This is a social network which seems to be for more creative/crafty people and businesses. Its user base is also highly female dominated with around 70% of its users being female. If your business offers a handmade product, Pinterest would be great for you.

Google+ – This is a network which seems to be growing (although at a slow pace) and seems to be a way off from being one of the top 3. Google+ does have the benefit that if you have thousands of ‘followers’, your page will rank high in Google searches for your name which will boost your online profile and reputation.

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