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Social CRM Virtual Summit Expert Profile: Will Rose, T-Mobile

Lithium Alumni (Retired)

On November 11th, Lithium is hosting the largest online conference for social media and CRM professionals at the Social CRM Virtual Summit. The change brought about by the social media revolution has impacted every area of industry, including how customers choose to interact with companies and each other online, particularly where they turn for trusted information.


vscrm_logo_sample.pngThis virtual summit comes at a time when companies are starting to see tangible financial results from deeper online engagement with customers, and will explore the current capabilities of and future for Social CRM.

With webcasts by Social CRM thought leaders and live chats with industry experts and practitioners, the Virtual Summit will be a ground breaking event. Remember you can sign up for this free event here, and jump into the conversation on Twitter using #vscrm. 

To introduce you to the experts presenting at the event, we’ll be running a series of mini profiles here in the Lithosphere.



Expert:  Will Rose,  Senior Analyst, Web & Self-Help, Integrated Customer Experience, T-Mobile


vscm-will_rose1.jpgWill Rose is a Senior Analyst for T-Mobile USA - the national provider of wireless voice, messaging, and data services capable of reaching over 268 million Americans where they live, work, and play. He is the Program Manager for T-Mobile’s community as well as the provider’s Twitter activities (@TMobile_usa).


He will be hosting an expert chat session with other experts on Extending the Customer Network using mobile devices, giving practitioners the opportunity to talk about what community and mobile really means for their business.


Q:  What got you involved in community and/or social media to begin with?

I’ve been a member of a number of communities over the years. I got involved the same way most people do – I was seeking help with questions/problems/even homework from other people in the community.  At T-Mobile, community started as a means of lowering overall support costs, deflecting calls from our support call centers and giving our customers an additional channel for support and answering their questions.


Q:  What are you currently working on?

Right now we’re expanding our current community to include Lithium’s new Tribal Knowledge Base letting us use community content as official KB material, as well as integrating our Twitter presence directly into the forums.  From a strategic standpoint, like many companies we’re working to establish guidelines for employee Social Media interaction/use, and continuing to align and integrate our corporate and social strategies.


Q: What is big community topic on your mind at the moment?

I really want to make community accessible and desirable to the user segments who are either ‘less-than-tech-savvy’ and feel intimidated by the tools, or who are turned off by the mention of ‘forums’ or ‘peer-to-peer self-help’. 




If you want to follow Will on Twitter, his id is @TMobile_Will