Social CRM | School of Marketing | ANA

Social CRM

This course focuses on the convergence of social media and customer relationship management, as well as on the strategies for using SCRM to build customer relationships.

Learning Experience

This is a narrated PowerPoint slide presentation format course and is partially interactive. It provides real-world practitioner-led learning. Active course participation is limited and includes assessments, minimal or no knowledge checks, activities, or resources/tools.

Who is this Course For?

Junior, middle, and senior marketer levels – all those interested in social CRM.

Course Outline

Lesson 1: Social Media + Customer Relationship Management = SCRM

    • Social + CRM Defined
    • Where are our social customers and who are they?
    • What do customers want from social media?

Lesson 2: Social in Your Organization

    • Building A Social Business
    • Business Functions Working Together

Lesson 3: Your Social CRM Plan

    • Preparing for the 2020 Customer
    • Tips for Achieving Success
    • A Note on Privacy and Consumer Trust

Estimated Length of Completion

Approximately 70 minutes. This timing reflects basic run time, but seat time varies by user and could be significantly longer.

Download the full benefits here

Registration Pricing

Client-Side Tier Platinum Tier Gold Tier Silver Tier Individual Nonmember
Registration Client-Side Tier $0 Platinum Tier $0 Gold Tier $49 Silver Tier $79 Individual $99 Nonmember $99



Neil Feinstein

Neil is an award-winning Creative Director turned Brand & Digital Strategist turned college professor. He spent 30 years in advertising, winning a shelf filled with awards in creative development and digital innovation. Along the way he built the first online ads for The New York Times, the first mobile program for the Data & Marketing Association, the first email marketing program for Hachette Filipacchi, and advised blue-chip brands such as Disney, American Express, Conde Nast, Merrill Lynch, Calvin Klein Fragrances, and not-for-profits ASPCA and Wounded Warrior Project. He’s a top rated international speaker, having lectured on multichannel marketing, integrated advertising, digital and creative strategy, and customer experience. 

When he’s not helping clients build unforgettable customer experiences, Neil is inspiring the next generation of advertising greats as Assistant Professor of Advertising at St. John’s University. His research focus is digital innovation: he conducts a yearly “Hot or Hype” survey to determine the most important innovations for practicing digital marketers, and also researches the power of influence marketing.