A social opportunity was knocking but it was hard to hear, buried under thick layers of social noise and harder to reach by the right people with the right message. Cisco knew customers wanted to engage and were using social media tools to ask questions and share about products and services. But knowing what people were saying about Cisco and their purpose for saying it, required a strategy that met both needs.
Cisco assembled a team that would listen for and support a customer from their first social media post through the entire engagement. Members of Social Listening, Global Contact Center and Virtual Sales teams all met to discuss what it meant to develop and nurture a social channel.
The team’s initial instincts were right. Customers do use social media to research products and just as critically they use it to purchase. Research from the IBM Institute for Business Value analysis – CRM Study 2011 illustrates the potential and possibility of meeting customer expectations.
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Tags: radian6, salesforce, Social CRM, social listening, social media
Cupid has worked his magic and helped us bring together some awesome speakers for our February 14th Social Enterprise Day at Social Media Week. Check out our full agenda and information on how to register. All times are in Pacific Standard Time.
8:00 – 8:55 Networking Breakfast
8:55 – 9:00 Welcome
9:00 – 9:50 Executive Dialogue: Social Media through an Executive Lens
Cisco executives, Carlos Dominguez and Sheila Jordan will share their perspectives on social media adoption. Carlos will tell his story on how and why he has become an avid social media user and Sheila will take you behind the firewall. She will highlight how you can prepare your IT organization to help drive adoption of social media and collaboration technologies. This dialogue will focus on understanding how a company can embrace social media at the executive level while protecting its intellectual property.
Dialoguers: Carlos Dominguez (@carlosdominguez), SVP, “The Tech Nowist”, Cisco and Sheila Jordan (@CiscoSheila), SVP, Communication and Collaboration IT, Cisco
Moderator: Karen Snell (@kcsnell), Social Media Communications Manager, Cisco
10:00 – 10:50 Cisco’s Social Media Journey
This presentation will give you a sneak peek into Cisco’s social media journey, best practices, innovations and lessons learned over the years. Jeanette will also give you some tips on how to set up and scale your social media center of excellence based on Cisco’s center of excellence model.
Presenter: Jeanette Gibson (@JeanetteG), Senior Director, Global Social Media and Digital Marketing, Cisco
11:00 – 11:50 Panel: The Road to Becoming a Social Business
This panel will explore the framework for becoming a social business and offer perspectives on social content strategy to create great stories. This session will address questions on how to scale your social efforts across your company and globally, and will leave you with some practical tips and lessons learned.
Moderator: Michael Brito (@britopian), SVP, Social Business Planning, Edelman Digital
Panelists: Read More »
Tags: B2B, best practices, cxo, event, events, Executives, how to, jeremiah owyang, JIVE, linkedin, Listening, michael brito, radian6, salesforce, slideshare, Social Business, Social CRM, Social Media Week, twitter