(Gawkwire.com) – Astute Solutions today announced that it will sponsor and co-present “Expertly Manage Your Social Customer Experience” – the second session of the Social Media for Customer Management Summit 2011. The summit, created and delivered by Customer Management IQ, is an online event with sessions spanning over a three week period, beginning April 12 and ending on May 5. The summit is available at no charge to participants.

Kim Musgrave, Social Media Manager of McDonald’s Corporation, will lead the webinar and be joined by Lori Angalich, Vice President of Marketing, Astute Solutions. “Expertly Manage Your Social Customer Experience” will teach attendees to leverage their proven customer management practices to create an effective social customer experience. Areas of discussion will include:

    Implementing best practice strategies for identifying and archiving customer complaints posted with social networks

    Efficiently routing customer issues by determining whether they require personalized attention or can be addressed on a large scale

    Executing a proactive customer service follow-up strategy that builds customer loyalty and keeps your team in tune to developing issues and complaints

    Monitoring fallout from unresolved customer service issues in order to proactively mitigate negative branding across the social spectrum

    Assuring properly resolved issues and customer service success stories are channeled through Social Media
    Preempting potential complaints and spurring customer confidence prior to purchase

Designed to give an expert’s edge in Social CRM strategy and implementation, this complimentary online summit will provide attendees with the tools to make measurable and immediate improvements to their social media management strategy.

Customer Management IQ’s Social Media for Customer Management Summit is designed for business professionals and leaders interested in readying their Social CRM strategy to maximize ROI and optimize the customer experience. The faculty of industry leaders presenting the sessions in the summit includes social media strategists and thought leaders, customer service executives and legal experts, who will help to provide participants a comprehensive framework for designing or refining a holistic Social CRM strategy.

Those interested in “Expertly Manage Your Social Customer Experience” can learn more and attend the event at no charge, compliments of Astute Solutions, by visiting http://www.astutesolutions.com/iqpc-summit-session-two.php

About Astute Solutions

Astute Solutions’ customer relationship management, knowledge management and social CRM solutions support the strategies of customer-centric companies around the world. Its award-winning technologies remove the operational barriers to service excellence, enabling consistent, accurate, and complete discovery and service experiences. Through automation, simplified access to information, agent guidance, and end-to-end voice of the customer reporting; organizations establish a framework for exceptional multi-channel service delivery. Across industries, they are equipped to create business value from customer insight, quickly achieving ROI. Companies partner with Astute Solutions to improve enterprise processes, reduce costs, increase sales, and strengthen relationships. They earn the loyalty of empowered customers through differentiated service experiences and market-driven innovations. For more information, visit http://www.astutesolutions.com.


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