SoMo CRM Introduction

SOMO CRM

Social
Mobile

Customer
Rela.onship
Management

AGENDA
1
System
Overview

2
Marketing
Automation

3
Sales
force
Automation

4
Supply
Chain
Management

5
Customer
Fulﬁllment
and
Support

6
Social
Collaboration
Wall

7
SMS
/
eMail
Integration

8
Responsive
Web
Design

9
Some
thoughts
on
Digital
Marketing

www.ictvglobal.com/iCollege

CONSUMER PURCHASE FUNNEL


THE DEMAND FUNNEL

Inquiry

Marke:ng
Qualiﬁed
Lead
(MQL)

Sales
Accepted
Lead
(SAL)

Sales
Qualiﬁed
Lead

(SAL)

Closed/Won

www.ictvglobal.com/iCollege Source:
©2012,
Marketo,
Inc.
-‐
h?p://www.marketo.com

B U S I N E SS A P P L I C AT I O N

o  Streamline
your
business
opera.ons
through
system
integra.on
and
automa.on.

Make
your

presence
known
to
the
world
while
capturing
analy.cs
to
aid
your
marke.ng
and
sales
group

in
planning
their
campaigns
and
strategy.

Social

SMS

Media

Marke:ng

Campaign
Responses

Phone

Website

Calls

Sales
Qualiﬁca.on
Closure

SCRM
Supply
Customer

Front-‐End
Opera:ons

Leads
+
Chain
Support

Telema:cs
Personal

Behavioral
Interac:on

Data


SYSTEM OVERVIEW
SOMO
CRM
stands
for
Social
Mobile
Customer
Rela:onship

Management.

It
leverages
in
todays
ho?est
trend
in
technology
to

iden.fy,
interact
and
support
new
and
exis.ng
customers.

Combined

with
the
basic
features
of
a
standard
CRM
system,
SOMO
CRM
enables

organiza.on
to
streamline
their
processes
from
lead
genera.on
to

fulﬁlment.

o  Marke.ng
Automa.on

o  Sales
Force
Automa.on

o  Supply
Chain
Management

o  Customer
Fulﬁllment
and
Support

o  Social
Collabora.on
Wall

o  SMS
/
eMail
Integra.on


SYSTEM ARCHITECTURE
Client Premises

Client
Inquiry

Dedicated
Server
Connected
to
Client

Generates
a
lead

for
SOMO
CRM
Firewall
for
Security

Users
at
client

site
can
access
SMS

SCRM
wall
and
inquiry

Standard
generates
a

Features
lead

Email
inquiry

generates
a

lead

E-‐Mail
and
SMS
Blast
can

be
conﬁgured
via

scheduled
job
or
Web

Service
Call


AGENDA
1
System
Overview

2
Marketing
Automation

3
Salesforce
Automation

4
Supply
Chain
Management

5
Customer
Fulﬁllment
and
Support

6
Social
Collaboration
Wall

7
SMS
/
eMail
Integration

8
Responsive
Web
Design

9
Some
thoughts
on
Digital
Marketing


M A R K E T I N G A U TO M AT I O N
SOMO
CRM
provides
E-‐mail
Marke.ng,
Online
Lead
Forms,
Product

Management
speciﬁcally
useful
for
your
organiza.on's
marke.ng

team.

It
also
have
other
marke.ng-‐related
modules
that
will

synchronize
your
marke.ng
teams
campaign
plan
and
results.

o  Campaign
Management

o  Lead
Management

o  Products
Management

o  Ac.vity
Management

o  Calendaring

o  Contact
Management

o  E-‐mail
Marke.ng


CAMPAIGN MANAGEMENT
Plan
your
campaign
through
SOMO
CRM’s
campaign
management.

Keep
track
of
your
budget
and
monitor
the
eﬀec.veness
by
measuring

the
captured
and
closed
leads
against
your
target.


LEAD MANAGEMENT
Leads
can
s.ll
be
created
through
the
tradi.onal
lead
management
in
addi.on

to
the
automated
link
from
your
Website
and
SMS
gateway.

Either
way,
leads

captured
can
be
accessed
through
SOMO
CRM’s
Lead
Management
module.


S A L E S F O R C E A U TO M AT I O N
Sales
Force
Automa.on
is
used
to
support
the
sales
process
of
an

organiza.on.

It
provides
various
tools
to
manage
various
stages
of
a

sales
ac.vity.

Various
reports
and
analy.cs
can
be
retrieved
to

streamline
an
organiza.ons
sales
process.

o  Lead
Management

o  Opportunity
Management

o  Account
Management

o  Contact
Management

o  Ac.vity
Management

o  Reports
and
Dashboards

o  Product
Customiza.on


POTENTIAL MANAGEMENT
Poten.als
are
managed
through
Poten.al
Management
module.

Key
informa.on
such
as

Lead/Campaign
Source,
Amount,
Expected
Close
Date,
Sales
Stage,
etc.
are
recorded
to

properly
monitor
and
determine
the
appropriate
ac.on
needed
to
close
the
deal.


CONVERSION OF LEAD TO POTENTIAL

Poten.al
can
be
created
either
through
direct
data
entry
or
by
conver.ng
an
exis.ng
Lead

to
a
Poten.al.


S U P P LY C H A I N M A N A G E M E N T

SOMO
CRM
extends
beyond
tradi.onal
CRM
to
provide
a
complete

sales
cycle
management
by
integra.ng
Inventory
Management

func.ons,
such
as
Products,
Price
Books,
Vendors,
Sales
Quotes,

Purchase
Orders,
Sales
Orders,
and
Invoices
with
CRM
modules,
such

as
Leads,
Accounts
&
Contacts,
and
Opportuni.es.
Through
SCRM
you

can
achieve
the
seamless
integra.on
between
pre-‐sales
and
post-‐sales

ac.vi.es
in
a
single
applica.on.

o  Products
Management

o  Sales
Quote

o  Order
Management

o  Invoices


S U P P LY C H A I N M A N A G E M E N T ( I N V O I C E )

SOMO
CRM
includes
modules
related
to
supply
chain
management
such
as
Sales
Order,

Inventory,
Invoice,
etc.

Though
not
as
mature
as
those
available
in
SAP
or
Oracle

Financials,
it’s
supply
chain
management
can
support
simple
processes
or
at
least
makes

integra.on
to
other
Systems
easier.


COLLECTION AND
INVOICE VIA TELEMATICS

Client
Premises
Internal
users
and

clients
access

SOMO
CRM
via

Internet
connec:on

Dedicated
Server

for
SOMO
CRM

Field
Agents

Access

Secured
Access

Telema:cs
in

Sales
Opportuni:es
Via
VPN
Connec:on

and
Invoices
are

real
:me
via

processed
between
secured
VPN

SOMO
CRM
and
Connec:on
and

Telema:cs
in
Real
collect

Connected
to
Client
payments
based

Time

Firewall
for
Security
on
job
orders

Dedicated
Server
for
Invoices
are
printed
via
Telema:cs
using

Telema:cs
a
portable
printer
device
through

CUSTOMER FULFILLMENT & SUPPORT

SCRM
provides
enterprise
quality
Customer
Support
&
Service

features
speciﬁcally
useful
for
your
organiza.on's
customer
support

force.
You
can
also
use
other
customer
support-‐related
modules,
such

as
Products,
Ac.vity
Management,
Calendar,
Contact
Management

and
the
rest
of
the
modules
to
ease
collabora.on
amongst

departments.

o  Service
Contracts

o  Ticket
Management

o  Frequently
Asked
Ques.ons


S O C I A L WA L L C O L L A B O R AT I O N

Social
Wall
is
a
FaceBook
like
interface
to
ease
up
collabora.on.

It
is

integrated
with
the
core
CRM
features
such
as
leads,
accounts,

poten.als,
invoices
and
the
likes.

A
wall
entry
will
be
created
for

various
CRM
entries.

From
such
entry,
other
users
of
SOMO
CRM
can

comment
for
a
threaded
discussion.

o  Main
CRM
Integra.on

o  E-‐Mail
Alert

o  Document
Wall
(op.onal
feature
–
integra.on
with
DMS)

o  Opera.ons
Wall
(op.onal
feature
–
customized
per
organiza.on)


SOCIAL WALL
Social
Wall
provides
an
interac.ve
wall
for
users
to
exchange
their
ideas.

It
can
also
be

used
to
raise
a
request
and/or
collaborate
on
the
plan
and
strategy
across
personnel
who

have
access
to
the
Social
Wall.


DOCUMENT WALL
Document
Wall
is
an
op.onal
feature
within
SOMO
CRM
that
is
integrated
to
an

Electronic
Document
Management
Systems.

It
provides
a
venue
for
sharing
documents
to

other
users
who
have
access
to
a
common
wall.


O P E R AT I O N S WA L L
This
is
an
op.onal
wall
to
streamline
an
organiza.ons
process
by
incorpora.ng
some

workﬂow
in
the
crea.on
and
processing
of
transac.ons.


S M S / E - M A I L I N T E G R AT I O N

SOMO
CRM
have
SMS
and
E-‐Mail
engine
that
is
integrated
with
the

tradi.onal
CRM
features
to
provide
an
automated
link
with
your

organiza.on
and
your
customers.

o  Leads
via
E-‐Mail
and/or
SMS

o  Customer
Service
via
E-‐Mail
and/or
SMS

o  Marke.ng
via
Web
Site,
SMS
or

E-‐Mail
Blast

(customized
per
organiza.on)


L E A D V I A S M S I N T E G R AT I O N
Automa.cally
creates
lead
from
an
SMS
received
from
a
poten.al

client.

An
entry
will
also
be
created
in
the
wall
and
an
email
alert
will

be
sent
to
the
group
assigned
to
manage
the
wall.


L E A D V I A W E B I N T E G R AT I O N

Automa.cally
creates
lead
from
a
company
website
that
is
integrated

to
SOMO
CRM.

An
entry
will
also
be
created
in
the
wall
and
an
email

alert
will
be
sent
to
the
group
assigned
to
manage
the
wall.


L E A D V I A S M S I N T E G R AT I O N
Email
response
can
also
be
conﬁgured
within
SOMO
CRM
to
acknowledge
receipt
of
a

client
inquiry.


RESPONSIVE WEB DESIGN
Our
SOMO
CRM
was
developed
to
be
responsive
to
whatever
device
you
have

(desktop/laptop,
iPhone/Android
or
Tablet).


L E A D G E N E R AT I O N I S A P R O C E SS

Inquiry
genera.on

Response
handling

Lead
qualiﬁca.on

Lead
nurturing

Hand
oﬀ
to
sales

Sales
closure

Tracking

Con.nuous
improvement

The
company
with
the
best
process
wins.


IT’S A NUMBERS GAME

o  Of
100
inquiries...
20%
will

qualify
(that’s
20
qualiﬁed

leads)

o  Of
20
qualiﬁed...
50%
can
be

contacted
(that’s
10
contacted)

o  Of
10
contacted...20%
will

convert

(that’s
2)

o  So
we
may
just
end
up
with
2

closed
sales.


L E A D C O N V E R S I O N R AT E S


1 IN 63 INQUIRERS CONVERTS TO A SALE


USE THE MOST PRODUCTIVE
INQUIRY GENERATION MEDIA

TOP
TECHNIQUES
TODAY

o  Solicit
leads
at
your
website

o  Ask
your
customers
for
referrals

o  Search
engine
marke.ng

o  SEO

o  SEM

o  Outbound
telemarke.ng

o  Direct
mail,
including
dimensional
mail

o  Trade
shows,
if
the
audience
is
highly
qualiﬁed


TURN YOUR WEBSITE INTO A
L E A D G E N E R AT I O N M A C H I N E

Mo.vate
visitors

to
leave
behind

their
contact

informa.on.


SOCIAL MEDIA IS
R A M P I N G U P I N B -TO - B

About
90%
of

businesses
report

they
are
using

social
media

today.


H O W T O A P P LY S O C I A L M E D I A T O
L E A D G E N E R AT I O N O B J E C T I V E S

Objec:ve
Medium
Applica:on

INQUIRY
Add
an
oﬀer.
Drive
to

GENERATION
landing
page.
Collect
data.

LEAD
Supplement
outbound

QUALIFICATION
communica.ons
with

research
on
networks.

LEAD
NURTURING
Keep
in
touch
with

unqualiﬁed
prospects

via
every
possible
medium.


LANDING PAGE
BEST PRACTICES

o  Visually
connect
the
landing
page
to
the
ad.

o  Landing
pages
speciﬁc
to
the
outbound

message
improve
response
by
48%

(according
to
Marketo)

o  Deliver
on
the
ad’s
promise.

o  Ask
for
only
the
data
you
need.

o  Pre-‐populate
forms
where
possible.

o  Test!


BOTH ONLINE & OFFLINE SOURCES
ARE IMPORTANT TO BUYERS


WHAT DOES THIS
MEAN FOR MARKETERS?

o  Companies
have
the
chance
to
meet
their
prospects
earlier

in
the
process
than
ever.

o  Set
yourself
up
to
respond
to
buying
signals
in
real
.me.

o  Marke.ng
must
keep
the
rela.onship
moving
forward

o  for
a
longer
period

o  synchronizing
their
communica.ons
throughout

the
buying
process

o  with
mul.ple
par.es
who
have
diﬀerent
agendas

o  through
a
wide
variety
of
media


H O W B -TO - B D I R E C T
MARKETING IS EVOLVING

Tradi:onal
approach
The
new
B-‐to-‐B
direct
marke:ng

o  Generate
a
lead
o  Communica.ons
across

o  Qualify
along
sales
cycle

o  Hand
oﬀ
to
sales
o  Mul.ple
touches,

o  Cross-‐sell/up-‐sell
media,
oﬀers

o  Messaging
relevant
to

mul.ple
par.es

o  Marke.ng
responsiveness

to
buying
signals
in
real
.me


CHECKLIST OF CONTENT ASSETS
A
library
that
can
serve
diﬀerent
needs

o  Case
studies

o  White
papers

o  Archived
webinars

o  Podcasts

o  Videos

o  Research
reports

o  Blog
entries,
Tweets

o  Infographics

o  Press
releases

o  Ar.cles

o  Data
sheets

o  Customer
stories

o  eBooks

o  Execu.ve
interviews

o  Presenta.ons


MASTERY OF MARKETING AUTOMATION

Business
Conﬁgura.on
Campaign
Lead

Close-‐Loop

Process
&
Execu.on
&
Management

Repor.ng

Review
Deployment
Adop.on
Programs

PHASE
1
PHASE
2
PHASE
3

A
phased
approach
for
achieving
extraordinary
results
for
leveraging

Marke.ng
Automa.on
and
CRM,
and
aligning
marke.ng
and
sales.

©2012,
Marketo,
Inc.
-‐

FUNNEL TAXONOMY AND DEFINITIONS

Funnel
Stage
Primary
Owner
Defini:on

Inquiry
Marke.ng
An
ini.al
response
to
a
marke.ng

campaign
who
does
not
yet
meet

minimum
qualifica.on/behavior

criteria.

Marke:ng
Qualified
Marke.ng
An
inquiry
qualified
by
Marke.ng

who
meets
the
minimum
fit
criteria

lead
(MQL)
and
has
displayed
enough
interest

to
be
handed
off
to
sales.

Sales
Accepted
Lead
Sales
A
MQL
that
has
been
ve?ed
and

accepted
by
sales
for
further

(SAL)
qualifica.on
in
order
to
reach

pipeline-‐readiness.

Sales
Qualified
Lead
Sales
A
SAL
that
has
progressed
to
an

opportunity,
usually
by
qualifying

(SQL)
the
needed
BANT
criteria.

Close
Won
Sales
An
opportunity
that
has
resulted
in

a
closed
won
deal.

©2012,
Marketo,
Inc.
-‐

SoMo CRM Introduction

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