Social Business and Social CRM

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DRI - Discovery/Reinvention/Integration/

Apresentação de Tom Schuster. O General Manager da SugarCRM para a região EMEA na sua intervenção demonstrou como fazer do seu negócio um negócio social - capturar dados de clientes, envolver-se em conversas com clientes e incrementar os seus processos internos através da utilização do Social CRM. Os participantes tiveram oportunidade de aprender como: - Descobrir os canais de Social Media que os seus clientes estão a usar; - Envolver-se com os clientes de forma significativa para todos; - Capturar dados de clientes do Social Media no CRM; - Gerar receitas e construir a reputação da marca. Esta apresentação decorreu no dia 12 de Outubro de 2011 no Fórum Tecnológico de Lisboa, enquadrada no evento CRM Acceleration 2011, o evento dedicado ao Social CRM organizado pela DRI (www.dri.pt), Gold Partner da SugarCRM e Platinum Partner da Lithium em Portugal. Obtenha mais informações em www.eventocrm.com

Business Technologie

Social Business and Social CRM

Tom Schuster
General Manager
SugarCRM Europe, Middle East, Africa

©2011 SugarCRM Inc. All rights reserved.

Social Business and Social CRM

AGENDA
•  The business context
•  The essential characteristics
•  Getting started
•  A live example
•  Recommendation

©2011 SugarCRM Inc. All rights reserved.

Evolution of the CRM Landscape

©2011 SugarCRM Inc. All rights reserved.

Complex Social Buying Model

©2011 SugarCRM Inc. All rights reserved.

Put the customer at the center

CRM

©2011 SugarCRM Inc. All rights reserved.

Customer
Relationship
Management

©2011 SugarCRM Inc. All rights reserved.

CRM is about Customers

©2011 SugarCRM Inc. All rights reserved.

CRM is about Acquiring,
Retaining and Growing
Customers

©2011 SugarCRM Inc. All rights reserved.
©2009 SugarCRM Inc. All rights reserved. 05/08/09

Enable the sales edge

INNER CORE SALES EDGE CUSTOMERS

SALES

CUSTOMER
SERVICE

CALL
CENTER

MARKETING

©2011 SugarCRM Inc. All rights reserved.

Introducing Social CRM

©2011 SugarCRM Inc. All rights reserved.

CRM Made Social: Enable the customer edge
SALES EDGE CUSTOMERS

SALES

CUSTOMER
SERVICE

CALL
CENTER

MARKETING

©2011 SugarCRM Inc. All rights reserved.

Social CRM

Social CRM is an
extension of, not a
replacement for, CRM

©2011 SugarCRM Inc. All rights reserved.

CRM made Simple

©2011 SugarCRM Inc. All rights reserved.
05/08/09

CRM Made Simple Social CRM

Intuitive

Open

Flexible

©2011 SugarCRM Inc. All rights reserved.

6 Steps to Getting started with Social CRM

Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice

©2011 SugarCRM Inc. All rights reserved.

Getting started with Social CRM Social CRM

Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice

©2011 SugarCRM Inc. All rights reserved.

Social CRM
Open

Technology
"   Open Systems
"   Users Have Control
"   Web Standards
"   Reasonable, predictable cost

Community
"   Hundreds of Extensions
"   Qualified Partners

©2011 SugarCRM Inc. All rights reserved.

Social CRM
Intuitive

For Users
"   Web 2.0 User Experience
"   Works the Way YOU Work

For Administrators
"   Simple Customisation
"   Seamless Upgrades

©2011 SugarCRM Inc. All rights reserved.

Getting started with Social CRM

Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice

©2011 SugarCRM Inc. All rights reserved.

360 Degree View of the Customer
CRM Activities External data sources
•  Customer Support •  ERP
•  Marketing •  Market Data
•  Sales •  HR

Specialised Tools
•  Web Analysis
•  Business Intelligence

©2011 SugarCRM Inc. All rights reserved.

Flexible Cloud 2.0 Social CRM

RUN ANYWHERE
•  Any Device
•  Any Platform
•  Any Cloud

©2011 SugarCRM Inc. All rights reserved.

Step 5: Provide collaboration tools

Collaboration Conferencing

©2011 SugarCRM Inc. All rights reserved.
10/16/11 ©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

Enter Friend Details in Facebook

©2011 SugarCRM Inc. All rights reserved.

Add Interactions in Sugar from Facebook

©2011 SugarCRM Inc. All rights reserved.

Match Event Attendees with Contacts in Sugar

©2011 SugarCRM Inc. All rights reserved.

Write Comments to Facebook Wall from Sugar

©2011 SugarCRM Inc. All rights reserved.

Link Existing Contacts to Facebook Friends

©2011 SugarCRM Inc. All rights reserved.

Type the names of Facebook friends

©2011 SugarCRM Inc. All rights reserved.

Facebook Friend Request

©2011 SugarCRM Inc. All rights reserved.

Entering interactions

©2011 SugarCRM Inc. All rights reserved.

Mobile Interactions

©2011 SugarCRM Inc. All rights reserved.

“Our newly updated REACH database program
powered by Sugar Professional even features a
mobile application that allows students and
professionals to track their interactions and
relationship-building in the fast paced and
constantly changing world in which our college
students live.”

Wayne L. Firestone
President, Hillel: The Foundation for Jewish
Campus Life

©2011 SugarCRM Inc. All rights reserved.

Social Business and social CRM

"   Start with the customer

"   Choose an Open CRM System

"   Enable a flexible, Cloud 2.0 infrastructure

"   Integrate Collaboration and conferencing

"   Allow Users to use their social tools of choice

©2011 SugarCRM Inc. All rights reserved.

Microsoft The Sweeter Road
Oracle
SFDC

©2011 SugarCRM Inc. All rights reserved.

Thank you

Tom Schuster
tschuster@sugarcrm.com

©2011 SugarCRM Inc. All rights reserved.

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15. 6 Steps to Getting started with Social CRM Step 1: Implement an Open CRM System Step 2: Customise the user interface and processes Step 3: Integrate the essential back end systems Step 4: Implement a flexible infrastructure Step 5: Provide collaboration tools Step 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.

16. Getting started with Social CRM Social CRM Step 1: Implement an Open CRM System Step 2: Customise the user interface and processes Step 3: Integrate the essential back end systems Step 4: Implement a flexible infrastructure Step 5: Provide collaboration tools Step 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.

17. Social CRM Open Technology "   Open Systems "   Users Have Control "   Web Standards "   Reasonable, predictable cost Community "   Hundreds of Extensions "   Qualified Partners ©2011 SugarCRM Inc. All rights reserved.

18. Getting started with Social CRM Social CRM Step 1: Implement an Open CRM System Step 2: Customise the user interface and processes Step 3: Integrate the essential back end systems Step 4: Implement a flexible infrastructure Step 5: Provide collaboration tools Step 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved. 10/16/11 ©2011 SugarCRM Inc. All rights reserved.

20. Getting started with Social CRM Step 1: Implement an Open CRM System Step 2: Customise the user interface and processes Step 3: Integrate the essential back end systems Step 4: Implement a flexible infrastructure Step 5: Provide collaboration tools Step 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.

21. 360 Degree View of the Customer CRM Activities External data sources •  Customer Support •  ERP •  Marketing •  Market Data •  Sales •  HR Specialised Tools •  Web Analysis •  Business Intelligence ©2011 SugarCRM Inc. All rights reserved.

22. Getting started with Social CRM Step 1: Implement an Open CRM System Step 2: Customise the user interface and processes Step 3: Integrate the essential back end systems Step 4: Implement a flexible infrastructure Step 5: Provide collaboration tools Step 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.

24. Getting started with Social CRM Social CRM Step 1: Implement an Open CRM System Step 2: Customise the user interface and processes Step 3: Integrate the essential back end systems Step 4: Implement a flexible infrastructure Step 5: Provide collaboration tools Step 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.

26. Getting started with Social CRM Social CRM Step 1: Implement an Open CRM System Step 2: Customise the user interface and processes Step 3: Integrate the essential back end systems Step 4: Implement a flexible infrastructure Step 5: Provide collaboration tools Step 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved. ©2011 SugarCRM Inc. All rights reserved.

38. “Our newly updated REACH database program powered by Sugar Professional even features a mobile application that allows students and professionals to track their interactions and relationship-building in the fast paced and constantly changing world in which our college students live.” Wayne L. Firestone President, Hillel: The Foundation for Jewish Campus Life ©2011 SugarCRM Inc. All rights reserved.

39. Social Business and social CRM "   Start with the customer "   Choose an Open CRM System "   Enable a flexible, Cloud 2.0 infrastructure "   Integrate Collaboration and conferencing "   Allow Users to use their social tools of choice ©2011 SugarCRM Inc. All rights reserved.

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