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Our Social Times presents
Monday 11th June
9.00 am to 5.00pm

Holiday Inn Frankfurt,
City-South, Conference Centre,
Mailänder Straße 1, D-60598, Frankfurt am Main
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full prog info.
11th June

Europe's #1 Social CRM & Customer Engagement Conference

Following its success in London, New York and Paris, Social CRM 2012 is coming to Frankfurt!
Join our team of experts for this unique conference that explores the complex and changing relationship between brands and social customers. This event has sold out in every city to date, so early booking is advised. We will be having a mixture of German language and English language presentations through the day.

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Programme Highlights

An Introduction to Social CRM & Social Business
Tom Schuster, Vice President & General Manager of SugarCRM Europe

The rapid adoption of social media has created a new paradigm for doing business: it's called Social Business. In this presentation, Tom Schuster will set out how to make your business a Social Business and how to supercharge your internal processes through the use of Social CRM - and your own imagination. He will explain how to engage with customers in meaningful ways, capture customer data, drive revenue and build brand reputation.
Implementing Social Customer Engagement for Telekom Deutschland and Deutsche Bahn
Björn Ognibeni, Managing Director & Head of Consulting, BuzzRank GmbH

In this case study Björn will share his experiences from two high-profile social CRM projects: Telekom-hilft for Telekom Deutschland and db_bahn for Deutsche Bahn. He will explain how to plan and implement a social dialogue channel, how to set up an dialogue team, what infrastructure is needed, do and don'ts, and thoughts on the ROI of social customer service.
How can Social CRM drive marketing results?
Richard Jones, CEO, EngageSciences

This session will examine how marketing results can be supported by a Social CRM approach. Using experience gained from running 1000s of social media campaigns with brands such as Nokia, Stella Artois and Rakuten across more than 50 countries, Richard will discuss how it is Social CRM data that is beginning to shape the way brands approach social marketing programs.
Case Study: How Social Apps Innovate CRM in Banking and Financial Services
Marcus Eurskens, Managing Director, Sparda International Munich & Herbert Wagger, Founder & Managing Director, INTRANET Software & Consulting

In this insightful case study, Marcus and Herbert explain how Sparda International implemented a suite of innovative social CRM tools to stimulate creativity, boost efficiency, enhance information-sharing and most notably, improve collaboration at the bank. In addition to helping with product management, service quality and sale/marketing, customers also experienced benefits.
PLAYMOBIL Case Study: Driving Successful Engagement and Adapting to Customer Needs
Anna Ermann, Social Media Manager, PLAYMOBIL and Stefanie Hecht, Account Manager, We Are Social Deutschland GmbH

In this insightful case study, Anna and Stefanie explain how PLAYMOBIL, supported by We Are Social, has managed to successfully drive engagement on the Facebook Fanpages of PLAYMOBIL. This was achieved by constant monitoring and the consequent adaption of contents towards the needs of the audience.
Beyond listening and engaging: Not MORE data but the RIGHT data
Lutz Finger, CEO & Co-Founder, Fisheye Analytics and Mark Rogers, CEO, Sentinel Projects Ltd.

In this session two of Europe's leading social media analysts combine to explain how social media insights can be used to drive and direct marketing efforts. Attendees will learn how to extract meaning from social media data and how to use this data in a structured business context.
The Internal Challenge of Social CRM: How not to be a Toothless Tiger
Vivian Pein, Corporate Social Media Manager

Many companies understand the value of social media, but most fail before they even get started, simply because they haven't embraced the internal change needed to get it right. Social Media and Social CRM require a change of corporate culture. In this this talk Vivian shares her insights and experiences on how social media challenges the way companies are doing business and how corporations can make the most of the social revolution.
The Internal Challenge of Social CRM: How not to be a Toothless Tiger
Vivian Pein, Corporate Social Media Manager

Many companies understand the value of social media, but most fail before they even get started, simply because they haven't embraced the internal change needed to get it right. Social Media and Social CRM require a change of corporate culture. In this this talk Vivian shares her insights and experiences on how social media challenges the way companies are doing business and how corporations can make the most of the social revolution.
Discussion Panel: Discussion: Who Should Own the Social Customer Relationship?
Chair: Luke Brynley-Jones, CEO, Our Social Times

In most organisations, Marketing has led the way in social media adoption and usage. Some would say, though, that "social" is more attuned to the goals of Customer Services - in which a focus on generating trust and delivering value is not polluted by a requirement to generate leads. In this session leading Marketing and Social Media practitioners debate who should own social.
Creating An Effective Social Customer Listening Programme
Naomi Trickey, Brandwatch, EMEA Sales Director

With the rise of social media, customers expect brands to be listening to them. They also expect a response to their comments and questions - often within short timescales. Citing genuine brand case studies, Naomi explains how to create an effective listening programme, how to filter large volumes of data and how to meet your customers' expectations.

"A fantastic day. So valuable in terms of the content and insight generated and shared and contacts made - without a doubt the best conference I've been to in a long time."
Laura Price, Social Media Manager, British Gas
Silver Sponsors


Event Information

Tickets can be booked online via PayPal using a credit or debit card. You don't need a Paypal account. Having problems paying by PayPal? Click here.
If you would prefer to pay via Bank Transfer please contact us and we will send you an invoice for payment.
Ticket Terms
  • A limited number of Early Bird tickets are available.
  • Tickets are non-refundable and non-transferable
  • Contact us for reductions on group bookings (5+)
  • View our full Terms and Conditions
What's included in the price?
  • A one-day conference in Frankfurt
  • Refreshments (all day)
  • Access to the Exhibition Area
  • A handout with notes
Who's coming?
  • Strategy level decision-makers
  • PR & Communications Managers
  • Marketing Strategists & Directors
  • Social Media Experts
  • Bloggers & Journalists
Media Partners
we are social

We Are Social helps brands to listen, understand and engage in conversations in social media - a new kind of agency combining an innate understanding of social media with digital, PR and marketing. With offices in New York, London, Paris, Milan, Munich, Singapore, Sydney and Sao Paulo, their clients include Heinz, Smirnoff, HP, Unilever, PayPal, Nestle and

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gold sponsors


Marcus Eurskens
Managing Director,
SPARDA International Ges.m.b.H.

Marcus Eurskens is a highly experienced banking professional. Since 2003 he has been the Managing Director for Germany and Austria of the financial services company SPARDA International, a joint venture of the Sparda banks Munich eG and Villach/Innsbruck Gen.mbH.

Anna Ermann
Social Media Manager,

Anna Ermann is Social Media Manger at PLAYMOBIL, responsible for the global Social Media strategy of the German toy manufacturer, as well as the communication and constant engagement with different online customer and fan groups on Facebook and other platforms.

Tom Schuster
Vice President & General Manager of SugarCRM Europe,

Tom brings over 25 years of high technology management experience to SugarCRM and operates out of the company's European headquarters in Munich, Germany. Most recently, Tom was CEO of Reva Networks, a leading supplier of RFID products. Previously, he was president of Arbor Networks, where he led the company's global expansion.

Björn Ognibeni
Managing Director & Head of Consulting,
BuzzRank GmbH

A recognised expert in sCRM, in recent years Björn has delivered many high-profile social CRM and customer engagement projects, including Telekom-hilft for Telekom Deutschland and db_bahn for Deutsche Bahn.

Herbert Wagger
Founder & Managing Director,
INTRANET Software & Consulting

Herbert is a technical architect and specialist in the banking and financial services sector. He has specific experience in and focus on retail banking, private banking, CRM and financial advisory. His client list includes Salzburg-München Bank and Berliner Bank, Bildungsakademie.

Naomi Trickey
EMEA Sales Director,

Naomi Trickey is Brandwatch's EMEA Sales Director. She has worked for a variety of companies in the digital sector in a variety of roles. These include senior product manager for the BBC News website, digital consultant to the Department for Education and Business Development for various web companies both in the UK and internationally.

Richard Jones
Co-founder and CEO,
Engage Sciences

Richard has over 12 years experience providing enterprise software and web solutions for companies such as EA, Vodafone and Reed Elsevier. As co-founder and CEO of EngageSciences, he currently assists brands such as Nokia, Play, WPP and TNT with social media marketing and engagement.

Stefanie Hecht
Account Manager,
We Are Social Deutschland GmbH

As Account Manager at We Are Social Deutschland, Stefanie Hecht is responsible to support PLAYMOBIL to manage and monitor their global brand appearance in the Social Web. She is well experienced in Social Media Monitoring and Research for global brands like LIEBHERR and Skoda and has a background in CRM consultancy.

Lutz Finger
Fisheye Analytics

Lutz is a respected expert in social media analytics, data and new media. As co-founder of Fisheye Analytics he has consulted various clients from consumer brands such as Telefonica and the Daily Mail Group and the Olympic Committee. He is currently writing a book on big data analytics with the Dean Designate of Johnson School of Business, Cornell University.

Susanne Ullrich
Marketing Manager Germany,

Susanne Ullrich is the German Marketing Manager for Brandwatch, responsible for promoting the Social Media Monitoring Tool in the German market. Before, she has worked as Marketing- and Social Media Manager for a local search engine and was an Account Manager in a marketing agency.

Mark Rogers
Sentinel Projects Ltd

Mark Rogers (@tlonuqbar) is the CEO and founder of Sentinel Projects Ltd (@sentinelproj), a data and analytics consultancy with an emphasis on social media and the semantic web. Customers include Cadbury, Hyundai, Diageo and Mars. Previously Mark was co-founding commissioning editor of

Sven Weisbrich
Chief Digital Officer,

Sven is Chief Digital Officer at Wunderman, responsible for the ongoing transformation of the company across their five German offices. He leads digital media and marcoms intelligence strategy for brands including Lufthansa, Jaguar Land Rover and Nokia. His previous work at Universal McCann (IPG) and Neue Digtale has seen him provide new business initiatives and digital media strategy for key companies such as Microsoft, Intel, GM and Mastercard. Sven regularly speaks at digital marketing conferences and assists start-ups around Germany.

Vivian Pein
Social Media Manager,

Vivian Pein is a highly experienced Social Media Manager who implements social media into corporate cultures. She rolled-out a complete social intranet in 2007, worked as community manager at XING and was responsible for setting up the social media strategy at Hermes.

Daniel Blank

As Account Director at Edelman Digital, Daniel Blank is contributing to the strategic development of the world’s largest social media agency in the German market. He is responsible for the digital units in Hamburg and Munich and collaborates closely with Edelman’s digital creative unit gosub in Berlin. He has a background in journalism and classic consumer-technology PR.

Luke Brynley-Jones
Our Social Times

Luke Brynley-Jones is one of the UK's most experienced social media consultants. In the past 12 years he has helped brands such as Blue Square, YMCA and Orange Business Services to develop effective social media strategies. He has trained over 4,000 marketing and PR professionals, writes the popular social media blog, and hosts social media conferences in the UK, US and Europe.

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