This event is kindly being hosted by Post Office.
Michael Cameron, CRM SIG Chair, will deliver an Introduction to the POL.
Laurence Buchanan from Capgemini will present to the group SAP Business Communications Management SAPs vision and strategy for communications-enabled business processes in CRM. In this presentation Laurence will share his perspectives on why SAP acquired Wicom. SAPs vision and strategy for communications- enabled business processes, case studies of customers using SAP BCM and benefit areas of the solution. John Heald from SAP give a demonstration, which will show a customer using BCM within a Call Centre.
Laurence Buchanan from Capgemini will be joined by John Heald from SAP to deliver An introduction to Social CRM and a view of SAPs capabilities. The last few years have seen a profound shift in customer behaviour. Customers are increasingly turning to Social channels to get product recommendations, price comparisons, fix issues and vent frustrations. Social CRM is the hottest topic in the CRM market today and refers to the organisations response to the customers new-found control of the conversation. This session will provide a short introduction to the topic of Social CRM and will discuss and show some of the capabilities that SAP can provide to support Social CRM.
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