"There's no such thing as a social media strategy, only a good business strategy that is aware of networks"
Carl Spies is seasoned social business strategist, a complex multidisciplinary approach emerging from social online networks that seek to help leading brands extract real value from social media/network trends and technologies to engage customers beyond the corporate firewall, and mine social capital behind it.
He has spent the last six years establishing himself as a thought leader in systems thinking and social business design while working with clients ranging from Standard Bank, Vodacom and South African Breweries to eBucks, Microsoft and Samsung.
Carl is recognised as an accomplished provocative facilitator and technical consultant having advised many organisations in South and West Africa, coordinated top-level community events and addressed national and international groups on a wide range of critical social business topics. He is well a seasoned design thinker with broad insights at the intersections of social science, online community development and value innovation using proven network effects.
ABSA - A shared services strategy network which refined and cascaded department strategies online.
FNB - Learner management system for the Institute of Extreme Customer Service.
Hollard Insurance - Hollardtopia - Social Intranet
Kelly Personnel - Social Intranet
Microsoft - Ideation Platform to crowd-source ideas from the community.
RMB - Internal platform to query and collaborate on scaling the internal culture after rapid expansion.
SAB - Learning collaboration platform.
Standard Bank - Blue Connection - the core social intranet (including gaming elements to increase adoption).
Telesure - Let's Connect pilots platforms.
(and external social community platforms for :Converse, Toyota, eBucks and Samsung)
Social Software: Acquia Commons (Drupal)
Microcontent: SocialCast, Twitter, Yammer
Social Networks: Facebook, Google+, LinkedIn, SocialText
Media: Flickr, Youtube, Last.fm, GetGlue
2. Knowledge and Skills
Relevant Models he is trained in:
SCRUM: Agile Product Development + Project Management
Cognitive Edge: Complex Adaptive Social Systems - Sensemaking using Cynefin.
User Experience Design - Flow Interactive.
NeuroSematnics - linguistic and cognitive models of user experience.
LAB - language and behaviour profiling (to develop archetypes from the network members).
VizThink - Dave GrayCynefin - Dave Snowden - Complex Adaptive Systems - Sensemaking
Biomatrix - Organisational Change using network effects and systems-thinking.
StrateX - designing execution strategies and developing channels to cascade them throughout the workforce.
Spiral Economics - a model based on the Claire Graves research - exploring the dynamics of value creation from individuals to the entire stakeholder ecosystem.
Training Courses Developed:
IXCS 3 Day Intensive - WesBank - Customer Service
A 3 Day MBA in Social Business (for Terrapin) - covering B2B, B2C social network concepts and tools.
3. Services Offered
Rapid Prototyping of Social Networks - with rapid feedback and agile metrics.
Workscapes - performance support social networks (incorporating informal learning)
User Experience Mapping - Designing network elements to fit staff profiles.
Lunch 'n Learn Sessions - from frontline to C-suite level audiences - succint explorations of current social business elements e.g. #SoMoLo
Intrapreneur Sessions - designed to build capacity with internal teams to rapidly identify, design and test social network initiatives.
Mari Eagar hired Carl as a Social Collaboration Strategy Consultant in 2010/11:
"Carl Spies combines strategic thinking with design thinking to create a unique approach in social business design. He implements strategic initiatives using a people centric and collaborative approach, which ensures successful change in peopleâ€™s behavior to support the implementation thereof. Carlâ€™s work is based on deep research of theory as well as significant experience in social technologies, therefore making his solutions robust, credible and implementable.
An example of his strategic contributions and social design thinking skills can be seen with the openaxyz method and toolset where Carl contributed to the original conceptual design which was focused on the application of design thinking in the strategy domain. He also visualised and developed architecture foundations in openaxyz such as the social group module and the visualisation features, making the product unique in the market place. He is able to move other peopleâ€™s ideas into unique, differentiating insights and innovation."
-Mari Eagar CA - M Phil Leadership (cum laude) and Member of the Canada-Southern Africa Chamber of Business.
Customer relations management and forming lasting partnerships with customers is crucial to the success of modern business.
This course will help you teach participants how to:
Develop an understanding of the terms and benefits of CRM on a company's bottom line.
Analyze the different components of a CRM plan.
Develop their checklist for readiness and success in CRM.
Identify how CRM creates value for organizations and customers.
Identify developmental roles that have the greatest impact on CRM.
Leading Training is focusing on providing virtual training
courses for the foreseeable future and will only consider
in-person and classroom training on request, with a required
minimum group size of four delegates. We remain committed to
offering training that is fast, focused and effective.
Save up to 10% by booking and paying
10 business days before the course.
Information may change without notice.
Managers, Sales staff, Client service personnel
Course Outline / Curriculum
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
Customer Relationship Management
To begin, participants will look at what CRM programs they are involved in and how these programs have affected their lives. Participants will also explore the meaning of CRM and its potential value.
What CRM Is and Who It Serves
Next, participants will look at different types of CRM programs and the needs they can serve.
Checklist for Success
This session will explore evaluation metrics and privacy issues.
Requirement Driven Product Selection
During this session, participants will look at the Requirement Driven Product Selection process. This process requires defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.
Considerations in Tool Selection
This session will look at ways to narrow the scope of your field and to get the right people to move your CRM program along.
Strategies for Customer Retention
Next, participants will explore ways to retain customers through a large group discussion.
Building the Future
During this session, participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.
Homegrown vs. the Application Service Provider
Participants will look at the advantages and disadvantages of developing a program in-house versus using an Application Service Provider.
The Development Team
This session will give participants the framework for building a stellar CRM team.
Evaluating and Reviewing Your Program
To conclude the day, participants will look at some evaluation tools, including customer profiles and life cycles.
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
Schedule Dates and Booking
There are currently no scheduled dates.
Please note that this course needs a minimum of 6 delegates to schedule
a course. You can choose to be added to the waiting list by clicking the
button below and we will contact you when we have enough delegates
interested. Should we not get enough delegates, we will refund or credit
your paid booking.
Should you need this course urgently, the following options are
Pay for 6 delegates (whether you have them or not) and we will
schedule the course as soon as possible.
If you have fewer delegates and cannot pay for 6, we can negotiate
a shortened course where some of the time will be spent in blended
learning - watching videos and doing tutorials and exercises with
some contact time with the trainer. We would want to discuss what
your core needs are so that we cover those aspects. You need to have
paid for 3 delegates at least.
For clients who want to enjoy the convenience of public transport,
consider the Gautrain.
Take the Gautrain to the Malboro station.
Purchace a R15 ticket for the Woodlands Office Park Shuttle Service.
The shuttle will come directly down Western Service road.
Ask to be dropped at the entrace to Western Woods Office Park.
For more information you can download
the official Gautrain brochure.
Bringing your own PC
It is very important that you have full administrator rights to your
computer so that any software needed for the course can be installed
Please ensure that you arrive at least 30min early on the first day
of training in order to get your PC setup correctly.
If this is not possible then it will be better to make use of our