Customer-Centric Business Strategy Keynotes

Exploiting Social Media to Deepen Your Customer Relationships
Social media has and will continue to have a profound impact on customer relationships. How do you exploit customer conversations about your organization to deepen your relationship with these customers? Barton describes a multi-step methodology to exploit social media tools and techniques that ISM has used to stand up many social media communities.

Making Sense of Social CRM & Customer Relationship Trends
There's been a lot of talk about Social CRM but there is increasingly more confusion than clarity on this issue. Barton defines Social CRM and explains where it is headed. He cuts through vendor hype to make sense of this important new wave, explaining why it is critical to capture relevant input from social media channels to complement comprehensive customer profiles. Barton also describes other emerging customer relationship trends over the next 10 years, based in part on the analysis and findings from the latest version of ISM's The Guide to CRM Automation. (The Guide)

Creating & Sustaining A Lifetime Customer
There are no successful companies without successful customers. Understanding what customers need, and the best way to satisfy those needs, is a critical success factor for today's organizations. This is equally true whether you are running an enterprise, small- to medium-size business, non-profit organization or government agency. Gaining, managing, and leveraging customer knowledge means successfully integrating proven processes and the proper tools. It also means ensuring that your people know what to do and how to do it. Creating customer management solutions that support business strategies, and designing business strategies that capture and sustain lifetime customers (when customer needs keep changing) can be a difficult balancing act, and takes commitment, expertise, and innovation. Barton describes in detail how best-in-class companies create and sustain lifetime customers.

Transitioning from 'Customer Relationship' to 'Customer Engagement' Strategy
There is a powerful transition taking place as best-in-class organizations transition from focusing on customer relationships using more traditional CRM tools and techniques to mastering customer engagement using new Social CRM and Social Media tools and techniques. Can you dip your toes in the water or do you need to jump in the deep end of this transition? Barton explains, using a proven 'concentric circle' approach, how to successfully achieve this transition within your organization.

Leveraging the Internet to Build Meaningful Customer Communities
In this provocative presentation, find out how innovative organizations are utilizing social media tools like social networks, forums, blogs, wikis, widgets, podcasts and more to help them reach and collaborate with their Digital Clients, and what you should be doing to bring your customers online and onboard. Learn why the majority of customers in many industries have come to trust one another more than they trust your organization, and what you can do to successfully integrate these individuals into your organization's branding, product development and customer service processes.

Meet Your New Customer: The Digital Client
In this revealing presentation Barton "paints the picture" of the new digital client, whether internal or external, B2B or B2C, male or female. The digital client is convinced that "always-on, always-connected" is a God-given right and that being connected on multiple platforms and having access to countless online communities must become a part of their relationship with your organization. Learn how to reach them, service their demands and tap into their creative power while managing what can be a complex customer relationship.