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GTA workshop工作坊_social CRM application and platform-會員_客戶關係

Social CRM Application and Platform Workshop

Social CRM is a key aspect of modern business, as it allows companies to effectively manage and analyse their customer relationships through social media and other digital channels. By studying the application and platform of Social CRM, participants will be able to understand how to effectively use social media and other digital tools to build strong, long-lasting relationships with customers. This will not only help to increase customer retention and loyalty, but also provide valuable insights and data that can be used to improve the overall performance and success of the business.


In this course, participants will learn about the fundamentals of social customer relationship management (Social CRM) and how to effectively utilise social CRM platforms and applications to strengthen brand-consumer relationships and drive business growth. Through a combination of lectures, case studies, and group discussions, participants will gain a comprehensive understanding of the importance of social CRM and how to effectively implement it in their own businesses.

Learning outcomes

As a result of this course, participants will be able to…


Understand the fundamental concepts and principles of Social Customer Relationship Management (Social CRM)


Apply strategies such as A/B testing and customer journey mapping to improve customer relationships and loyalty


Use various Social CRM applications and platforms to manage and analyse customer interactions and data


Utilise case studies and group discussions to enhance their understanding and apply their knowledge to real-world scenarios

Who should attend?

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Professionals and entrepreneurs looking to enhance their understanding of how customers think and behave

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Professionals aiming to build skills in digital marketing or CRM roles

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Business owners or customer-focused employees seeking to improve their Customer Relationship Management strategy

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Customer service teams looking to improve customer interactions and satisfaction

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Marketing managers looking for new approaches to managing customer relationships

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Sales teams seeking new ways to engage with and retain customers

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Anyone interested in using social media for customer relationship management

Course Details

Course code



22 April 2023 (Saturday)


09:00 – 18:00


8 hours




Cantonese with English supporting materials


There are no prerequisites for this course.

Our instructors and mentors

GTA_Intructors_Ravel Lai_workshop and event_Social CRM_digital Transformation.JPG
Workshops and Events
Ravel Lai

Digital Transformation Leader

*subject to instructor availability


Topic 1: 
Introduction to CRM
  • Overview of customer relationship management (CRM)

  • The evolution from CRM to social CRM

Topic 2:
B2B and B2C Social CRM
  • Differences between B2B and B2C social CRM

  • Tailoring social CRM strategies for different industries

Topic 3:
Misconceptions and Challenges in Social CRM
  • Common misunderstandings about social CRM

  • Overcoming challenges in implementing social CRM

Topic 4:
Data Privacy and Ethics in Social CRM
  • Understanding data privacy laws and regulations

  • Ensuring ethical practices in social CRM

Topic 5:
Social CRM Applications and Platforms
  • Introduction to popular social CRM applications and platforms

  • Choosing the right platform for your business

Topic 6:
Mapping the Customer Journey
  • Understanding the customer journey and its role in social CRM

  • Identifying key touchpoints and opportunities for engagement

Topic 7:
A/B Testing and Optimisation Strategies
  • The importance of A/B testing in social CRM

  • Developing and implementing optimisation strategies

Topic 8:
Case Studies and Group Discussion
  • Reviewing real-world examples of successful social CRM campaigns

  • Participating in group discussions and activities to apply learned concepts

*subject to change

Apply Now

Interested to apply this course or still wondering? Feel free to contact us!

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