Client News

Opportunities arise in Social Media CRM and Marketing

Manila, Philippines — Social media continues to challenge organizations to evolve their communication strategies and reevaluate how they approach customer interaction. Shifting from luxury to necessity, the multi-channel solution is critically influencing customer loyalty, awareness, and reach.

“Social media is at the peak of its popularity in this increasingly technologically-driven world,” said Jomari Mercado, president and CEO of the Information Technology and Business Process Association of the Philippines (IBPAP). “As the variety of channels diversify, we see more and more businesses integrating social media into their communication strategies, particularly in marketing and customer care services.”

In the upcoming International IT-BPM Summit (IIS) themed “Drive Change. Shape the Future.” taking place at Makati Shangri-La Manila, Philippines from October 13 to 14, key resource persons will discuss how industry players can leverage social media for more sophisticated customer relations management, and what it takes to position themselves as preferred providers of these services. Other topics such as business mobility, big data analytics for human resources and everything-as-a-service, among many others seen as key drivers for the technological revolution will be tackled at the summit.

According to Monette Iturralde-Hamlin, president and CEO of integrated marketing communications firm TeamAsia, building a brand on social media platforms has a great impact on listening to customers and getting the voice of your company heard. Globally, companies are beginning to understand that the voice of the customer is magnified by social media, making it crucial for them to be able to respond effectively.”

In this age of distraction, businesses must stand out and grab attention to survive. Visual-based content is the most effective in drawing interest. “Processing print isn’t something the human brain was built for. The printed word is a human artifact,” reported Marcel Just, Director of the Center for Cognitive Brain Imaging at Carnegie Mellon University in a Nieman Reports interview. “By contrast Mother Nature has built into our brain our ability to see the visual world and interpret it.”

“This trend is transforming customer care to a more complex service,” added Mercado. “We see many opportunities arising from this, including more job openings in the IT-BPM sphere. All of these will be discussed in the IIS.”

For more information on the 6th IIS, please visit the new website at

About the International IT-BPM Summit (IIS)
For the past six years, the Summit, formerly known as the International Outsourcing Summit, has been serving as an avenue for industry stakeholders to learn new insights from and network with international industry leaders and experts. This year, the IBPAP-organized event aims to drive leaders and decision makers to be part of the transformation that will shape the future of the IT-BPM industry by taking advantage of the technological revolution to further its role as one of the top economic boosters in the country.

About the Information Technology and Business Process Association of the Philippines (IBPAP)
The Information Technology and Business Process Association of the Philippines (IBPAP) is the enabling association for the information technology and business process management (IT-BPM) industry in the Philippines. IBPAP serves as the one-stop information and advocacy gateway for the industry. With over 300 industry and support-industry members, including five associations—the Animation Council of the Philippines, Inc., Contact Center Association of the Philippines, Game Developers Association of the Philippines, Healthcare Information Management Outsourcing Association of the Philippines, and Philippine Software Industry Association—IBPAP plays a pivotal role in sustaining rapid growth of the IT-BPM industry by working to ensure an enduring supply of high-quality labor, supporting service innovation, and providing country visibility.

IBPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless development process. On-going support is provided through a wide variety of initiatives, including programs for HR development, business development, and on-going knowledge sharing and networking opportunities.