Social CRM: Building Customer love <3 sponsored by Nokia and NixonMcInnes

Event Info

Thu 10 Feb, 2011 from 11:30am - 1:30pm
Design Council
34 Bow Street
London, WC2E 7DL, UK (Map)
Cost: Free (RSVP Required)


Social Media Week LondonThis event is part of Social Media Week London, organised by Chinwag, it's made possible thanks to our sponsors from Nokia and NixonMcInnes.

Social Media has changed the playing field in CRM, some companies are embracing this change and using it to help develop stronger, more transparent relationships with their customers.

Learn how different companies have used Social Media to develop meaningful relationships and recommendations and how you can take key steps to develop your online reputation. How are traditional CRM systems dealing with an exploding number of social CRM channels?

We will also look at the future of Social CRM and the increasing value it will have in organisations. An exploration of this emerging field with case studies from the leading practitioners in the UK and a discussion about best practice for working with social media and CRM.

This event:

  • will include lunch.
  • will be filmed.

Register Nowis free, but please make sure you register as entry will be on a guestlist basis.

Sorry this event is now full, the good news is that there's plenty of other events during the week that still have space, check out the updated Social Media Week London events list.


Mark Squires, NokiaMark Squires, Director Communications - Media Relations, Nokia
Mark Squires has been working in the telecommunications industry for over 35 years, starting with Philips where he worked in electronic engineering and sales before joining Hutchison Telecom to work on the launch and marketing of the UK Orange mobile network. He then worked for several blue chip companies as a consultant before joining Nokia where for the last fifteen years he has worked with all aspects of the media, this led to his current global role as Communications Director, Social Media.

He was responsible for the Nokia Social Media strategy whose team now outreach to over a million unique visitors every month via the Nokia Conversations Blogs and their regular weekly Podcast. He oversaw the development of the guidelines that allow Nokia's staff bloggers to post on Nokia during their work hours, these guidelines have been widely shared online. The same team designed the Nokia BlogHub - an internal aggregation site that allows everyone in Nokia to search, read and comment on the various blogs, in the first year its use reached over 70 million engagements. Externally the creation of homemade videos (using the companies devices) of Nokia products and services has propelled the company's YouTube pages into the top 50 best read channel and our videos into multimillion views.

Will McInnes, NixonMcInnesWill McInnes, Managing Director, Nixon McInnes, @willmcinnes
Will McInnes is the Managing Director of NixonMcInnes, a leading social media consultancy. Clients include BBC, Barclaycard, Nectar, The Body Shop, Virgin Media and WWF. In commenting on industry developments Will has appeared live on BBC News 24, in the Financial Times twice and speaks regularly at events in London, Amsterdam and Paris, and will be speaking at TEDx Brighton. Will is a non-executive director of Wired Sussex, which supports the development of the digital business community in Brighton. Will is married with two young boys, and enjoys mountain biking, camping and eating curry.

Eliza St. John, Online Marketing Manager, The Body Shop
As Online Marketing Manager for The Body Shop, Eliza’s primary responsibilities are driving the ecommerce sales and ROI for Her specialisms include the generation of online traffic and sales, analysis of online ROI and the development of strong online relationships with the consumer. Eliza currently manages the UK’s social media channels giving her an invaluable insight into the commercial and CRM value of social media for the business. Now working on several projects for the company, Eliza is currently exploring the cross-channel experience of the customer and looking at how social CRM impacts online as well as offline sales channels.

Claire Kavanagh, giffgaffClaire Kavanagh, CRM Manager, giffgaff, @clairekav
CRM Manager for giffgaff, Claire currently manages customer communications and retention for giffgaff, UK's only entirely on-line mobile company. Integrating social media channels within the CRM strategy has helped giffgaff improve customer service, communication, engagement and reach.

Vikki Chowney, Reputation OnlineChair: Vikki Chowney, Reputation Online, @vikkichowney
Vikki joined the new media age team in July 2009 to launch Reputation Online and has run the site since its launch in September of the same year. Prior to that she was a freelance journalist, spending time at Contagious magazine and working with clients that include Talk Talk, Big Yellow and O2. Vikki previously worked as a PR, specialising in digital and social media for various tech agencies from 2005.


Thanks to Nokia and Nixon McInnes for their generous support in enabling this event to take place, and for their support of Social Media Week London.

Nokia - Connecting People


NixonMcInnes is a social consultancy working with FTSE 350 companies, government and major not-for-profits to help them take advantage of emerging trends in technology and the workplace. In 2009 and 2010, NixonMcInnes was assessed by Worldblu and awarded a place on the list of the 'World's Most Democratic Workplaces' - living and breathing the principles of transparency, openness, freedom and participation. The very same principles that are key to success in social media. It also won 'Best Digital Team' at the 2010 Reputation Online awards.


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