Social Media has been around for some time, and lots of businesses are using it both for internal and external collaboration with employees, customers, and partners. They are realizing, little by little, that without a strategy the usefulness of the channels and tools is limited, and the calculated ROI are slowly disappearing as the cracks begin to show around the foundation of the business intent. The use of Enterprise 2.0 for internal social strategies and Social CRM for external social work has shown promise – but stops short of being a complete business solution. c
Top executives from Bay Area will tackle this subject at the upcoming event.
Our distinguished panel:
Dr. Volker G. Hildebrand – VP CRM Product Management, SAP
Volker Hildebrand is Vice President of CRM Product Management at SAP. He has global responsibility for go-to-market, business development and product strategy for the CRM product line. He has been with SAP for eleven years, building momentum in CRM and E-Commerce in various roles and leadership positions in sales, marketing and product management. Volker was instrumental in building a successful CRM sales team at SAP Germany when he joined in 1998. In 2000 he took over responsibility for SAP’s Internet Sales product and later joined SAP Markets to lead the product management team in Palo Alto. In 2002 Volker joined the CRM group driving success for the e-commerce product and later CRM partner channel management and CRM sales. An innovative and forward thinking executive he led the efforts to build SAP’s first java business application, the first Web-based user interface, and the first portal-based business application. He also initiated SAP’s entry in the PRM market. Under his helm SAP became a leader in Gartner’s B2B E-Commerce Magic Quadrant and market leader in CRM based on market share.
Mitch Lieberman, VP Strategy, SugarCRM
Mr. Lieberman is a senior software industry veteran whose career spans 15 years with experience in software architecture, management and a broad spectrum of transactional business applications. Building on his career experiences in product management, system architecture, implementation services and technical sales leadership, Mr. Lieberman is able to offer a unique perspective in the current technological landscape; such as Software as a Service (Saas), open source strategy as well as the up-and-coming Cloud Computing deployment alternatives. Mitch has spent the past 10 years focusing on CRM initiatives across many industries, and the past 3 years with SugarCRM.
Kira Wampler, Online Engagement Leader, Small Business Group, Intuit
From the beginning of her career, Kira Wampler has been passionately dedicated to customers. She had to given that her first job out of college was co-founder and president of her own company. She learned quickly that if you don’t serve your customers, you don’t eat! Nearly fifteen years later, Kira continues to bring her passion for customers to life at Intuit by driving community, social media and online engagement efforts that small business owners succeed. Prior to her current role, Kira helped launch Intuit’s community for budding entrepreneurs and developed Intuit’s Small Business Group’s policies, strategy and testing efforts around Word of Mouth Marketing. Kira received her MBA from Duke University’s Fuqua School of Business and can be found on the social web on Twitter @kirasw.
Moderator: Esteban Kolsky, Principal & Founder, ThinkJar
Esteban Kolsky is the Founder and Principal of ThinkJar LLC, a research and consulting organization focused on multi-channel Experience Management. He currently helps clients determine how to design, implement, and manage better experiences for communities and customers across all channels, including the new media and social channels. He also conducts research on SCRM and Communiities, which is distributed through his blog “CRM Intelligence and Strategies”.
Esteban has over 22 years of experience in the Customer Service and CRM space, spending more than ten of those years working as a consultant and advisor to some of the largest global organizations on their strategies for Customer Service, CRM and Experience Management. He also spent eight years at Gartner as an analyst writing about the future of CRM and CEM, including coining the concepts for Enterprise Feedback Management and Collaborative Customer Service, two of the hottest trends in social media.