Interactive and innovative ways for corporate success in social media and mobile CRM

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Social and Mobile CRM Evolution and Future of Customer Management Thursday 27 March 2014, GIBS Programme aganda

7.45 am Registration and Light Breakfast

8.25 am Welcome Remarks by Morning Chairman Mike Stopforth, Chief Executive Officer Cerebra

“KISS  – Keep it Short and Simple”  SESSIONS NEW STRATEGIES, IMPLEMENTATION AND BEST PRACTICES

8.30 am Positioning for success - A winning and efficient B2C social CRM mobile strategy and implementation x Ensuring content is ready for mobile devices

x Business benefits - Cross-selling, up-selling, improved sales and customer acquisition

and increasing profitability

x Measuring business outcomes

Craig Smee, Head of Social Media Communication Nedbank

8.55 am Throwing out the rule book, getting back to basics x Social and mobile cannot be done in isolation

x B2B? B2C? It's no longer relevant, it's time to change your view

x Importance of using CRM as part of an holistic strategy

x Spending a day in your customer's shoes

Karen Denny, Head of Relationship Management Quirk

9.20 am Win-win partnership with agencies for successful social media campaigns for your

brands to enhance customer experience

x What marketers and brand strategists need to consider

x Objectives, KPIs and metrics

x Case example – How  ‘What’s  for  Dinner?’  became  the  biggest  branded  Facebook  page in South Africa and 8 million globally

Miles Murphy, Managing Partner Liquorice

SimpleSTRATEGYworkstravelis socialmedia revolutionhappening on mobile

attractengageconvertretain

consumer expectsbe where the

to find you

social media has become the platform where consumers are finding inspiration, sharing their experiences and voicing their opinions, and also interacting with brands in real time.

insight:

contextconsumerconstantlyconnected

more than 90% of travel decisions are being made online

travel is the #1 commodity sold online in the USA

South African travel arrivals are growing at more than double the global standard of 4,4%

& thenthingto do the next

get themconvert

#MeetSouthAfrica

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RESPONSIVE DESIGN

WEBSITE

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WEBSITE

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Google Confidential and Proprietary 9 9

Search is the most common starting point for mobile research

CQ14a: Thinking back to the last time you researched information about <CATEGORY>> on your Smartphone, on which type of website/app did you begin your search?

Start on Search Engines

48%

33%

26%

Start on Branded Websites

Start on Branded Apps

42%

Automotive

41%

Home & Garden

38%

Apparel & Beauty

31%

Finance

31%

Apparel & Beauty

27%

Automotive

36%

Finance

22%

Electronics

21%

Apparel & Beauty

Google/Nielsen Mobile Path to Purchase custom study, Nov 2013

be bold connect

remix it

be real

have some FUN

besmart& take risks

participatebeautiful

thankyou

@william_price