Soumettre la recherche
Mettre en ligne
Social CRM Tools: Focus on Alignment and Customers
•
Télécharger en tant que PPTX, PDF
•
0 j'aime
•
382 vues
Titre amélioré par l'IA
SugarCRM
Suivre
Business
Technologie
Signaler
Partager
Signaler
Partager
1 sur 24
Télécharger maintenant
Recommandé
Systems Administrators Survey Results
Systems Administrators Survey Results
SolarWinds
Providing Tweetworthy Customer Service in the Social Media Age
Providing Tweetworthy Customer Service in the Social Media Age
Brian Cheung
The Future of Work: Social and Mobile Technologies That Matter
The Future of Work: Social and Mobile Technologies That Matter
Charlene Li
Creating A Social Environment For Employees
Creating A Social Environment For Employees
Stephen Jio
Changes and challenges in the integration of video-led rural extension
Changes and challenges in the integration of video-led rural extension
ILRI
PP_Ficarelli_28.10.12_MSSRF
PP_Ficarelli_28.10.12_MSSRF
Pier Paolo Ficarelli
FCN January 2012 Webinar Handout For Posting
FCN January 2012 Webinar Handout For Posting
Federal Communicators Network
2012 global cloud_security_survey_executive_summary
2012 global cloud_security_survey_executive_summary
Комсс Файквэе
Recommandé
Systems Administrators Survey Results
Systems Administrators Survey Results
SolarWinds
Providing Tweetworthy Customer Service in the Social Media Age
Providing Tweetworthy Customer Service in the Social Media Age
Brian Cheung
The Future of Work: Social and Mobile Technologies That Matter
The Future of Work: Social and Mobile Technologies That Matter
Charlene Li
Creating A Social Environment For Employees
Creating A Social Environment For Employees
Stephen Jio
Changes and challenges in the integration of video-led rural extension
Changes and challenges in the integration of video-led rural extension
ILRI
PP_Ficarelli_28.10.12_MSSRF
PP_Ficarelli_28.10.12_MSSRF
Pier Paolo Ficarelli
FCN January 2012 Webinar Handout For Posting
FCN January 2012 Webinar Handout For Posting
Federal Communicators Network
2012 global cloud_security_survey_executive_summary
2012 global cloud_security_survey_executive_summary
Комсс Файквэе
CRM 101: Session 3: Less is More - How to Plan a Successful CRM Rollout
CRM 101: Session 3: Less is More - How to Plan a Successful CRM Rollout
SugarCRM
SugarCon 2012 Presentation
SugarCon 2012 Presentation
Jesus Hoyos
Social Media and the Energy Industry May 2012
Social Media and the Energy Industry May 2012
DEER digital
KWD Web Management Report 2012
KWD Web Management Report 2012
Comprend
Social Media Bootcamp -Cory Edwards-Adobe Presentation
Social Media Bootcamp -Cory Edwards-Adobe Presentation
Utah Business Magazine
Measure Your Product Management Effectiveness And Success
Measure Your Product Management Effectiveness And Success
Regalix
Social Media Metrics that matter
Social Media Metrics that matter
Regalix
Social media metrics that matter april 2012 final
Social media metrics that matter april 2012 final
Priscilla Selwine
Data, Axioms, Principles of Strategic Communication
Data, Axioms, Principles of Strategic Communication
Thomas Lee
Kreeo : Enterprise Social Collaboration Platform
Kreeo : Enterprise Social Collaboration Platform
Sumeet Anand
Complaciendo al Cliente Social: donde el proceso se encuentra con el caos
Complaciendo al Cliente Social: donde el proceso se encuentra con el caos
Mundo Contact
The CMO Imperative - Data Driven Results
The CMO Imperative - Data Driven Results
Scribe Software Corp.
Rethinking Work: the Next Chapter in Social Collaboration - Sameer Patel
Rethinking Work: the Next Chapter in Social Collaboration - Sameer Patel
OpenKnowledge srl
Flexing Sugar Platform: Session 1 - Boost Your Business by Using your SAP Dat...
Flexing Sugar Platform: Session 1 - Boost Your Business by Using your SAP Dat...
SugarCRM
Social Media Night Karlsruhe: Social Media bei & von SAP
Social Media Night Karlsruhe: Social Media bei & von SAP
Thomas Jenewein
Balderton Marketing Event May 2012 Slide Deck
Balderton Marketing Event May 2012 Slide Deck
Lucy Baker
IBM Social Business, Joseph Preston
IBM Social Business, Joseph Preston
IBMSERBIA
Emulex and Enterprise Strategy Group Present Why I/O is Strategic for Virtual...
Emulex and Enterprise Strategy Group Present Why I/O is Strategic for Virtual...
Emulex Corporation
Customer Experience Management for Startups
Customer Experience Management for Startups
Business Over Broadway
Raddon Chart of the Day August 23, 2012
Raddon Chart of the Day August 23, 2012
Raddon Financial Group
Lessons Learned: Building IBM's Next Generation CRM Architecture
Lessons Learned: Building IBM's Next Generation CRM Architecture
SugarCRM
Business at the Speed of Social
Business at the Speed of Social
SugarCRM
Contenu connexe
Similaire à Social CRM Tools: Focus on Alignment and Customers
CRM 101: Session 3: Less is More - How to Plan a Successful CRM Rollout
CRM 101: Session 3: Less is More - How to Plan a Successful CRM Rollout
SugarCRM
SugarCon 2012 Presentation
SugarCon 2012 Presentation
Jesus Hoyos
Social Media and the Energy Industry May 2012
Social Media and the Energy Industry May 2012
DEER digital
KWD Web Management Report 2012
KWD Web Management Report 2012
Comprend
Social Media Bootcamp -Cory Edwards-Adobe Presentation
Social Media Bootcamp -Cory Edwards-Adobe Presentation
Utah Business Magazine
Measure Your Product Management Effectiveness And Success
Measure Your Product Management Effectiveness And Success
Regalix
Social Media Metrics that matter
Social Media Metrics that matter
Regalix
Social media metrics that matter april 2012 final
Social media metrics that matter april 2012 final
Priscilla Selwine
Data, Axioms, Principles of Strategic Communication
Data, Axioms, Principles of Strategic Communication
Thomas Lee
Kreeo : Enterprise Social Collaboration Platform
Kreeo : Enterprise Social Collaboration Platform
Sumeet Anand
Complaciendo al Cliente Social: donde el proceso se encuentra con el caos
Complaciendo al Cliente Social: donde el proceso se encuentra con el caos
Mundo Contact
The CMO Imperative - Data Driven Results
The CMO Imperative - Data Driven Results
Scribe Software Corp.
Rethinking Work: the Next Chapter in Social Collaboration - Sameer Patel
Rethinking Work: the Next Chapter in Social Collaboration - Sameer Patel
OpenKnowledge srl
Flexing Sugar Platform: Session 1 - Boost Your Business by Using your SAP Dat...
Flexing Sugar Platform: Session 1 - Boost Your Business by Using your SAP Dat...
SugarCRM
Social Media Night Karlsruhe: Social Media bei & von SAP
Social Media Night Karlsruhe: Social Media bei & von SAP
Thomas Jenewein
Balderton Marketing Event May 2012 Slide Deck
Balderton Marketing Event May 2012 Slide Deck
Lucy Baker
IBM Social Business, Joseph Preston
IBM Social Business, Joseph Preston
IBMSERBIA
Emulex and Enterprise Strategy Group Present Why I/O is Strategic for Virtual...
Emulex and Enterprise Strategy Group Present Why I/O is Strategic for Virtual...
Emulex Corporation
Customer Experience Management for Startups
Customer Experience Management for Startups
Business Over Broadway
Raddon Chart of the Day August 23, 2012
Raddon Chart of the Day August 23, 2012
Raddon Financial Group
Similaire à Social CRM Tools: Focus on Alignment and Customers
(20)
CRM 101: Session 3: Less is More - How to Plan a Successful CRM Rollout
CRM 101: Session 3: Less is More - How to Plan a Successful CRM Rollout
SugarCon 2012 Presentation
SugarCon 2012 Presentation
Social Media and the Energy Industry May 2012
Social Media and the Energy Industry May 2012
KWD Web Management Report 2012
KWD Web Management Report 2012
Social Media Bootcamp -Cory Edwards-Adobe Presentation
Social Media Bootcamp -Cory Edwards-Adobe Presentation
Measure Your Product Management Effectiveness And Success
Measure Your Product Management Effectiveness And Success
Social Media Metrics that matter
Social Media Metrics that matter
Social media metrics that matter april 2012 final
Social media metrics that matter april 2012 final
Data, Axioms, Principles of Strategic Communication
Data, Axioms, Principles of Strategic Communication
Kreeo : Enterprise Social Collaboration Platform
Kreeo : Enterprise Social Collaboration Platform
Complaciendo al Cliente Social: donde el proceso se encuentra con el caos
Complaciendo al Cliente Social: donde el proceso se encuentra con el caos
The CMO Imperative - Data Driven Results
The CMO Imperative - Data Driven Results
Rethinking Work: the Next Chapter in Social Collaboration - Sameer Patel
Rethinking Work: the Next Chapter in Social Collaboration - Sameer Patel
Flexing Sugar Platform: Session 1 - Boost Your Business by Using your SAP Dat...
Flexing Sugar Platform: Session 1 - Boost Your Business by Using your SAP Dat...
Social Media Night Karlsruhe: Social Media bei & von SAP
Social Media Night Karlsruhe: Social Media bei & von SAP
Balderton Marketing Event May 2012 Slide Deck
Balderton Marketing Event May 2012 Slide Deck
IBM Social Business, Joseph Preston
IBM Social Business, Joseph Preston
Emulex and Enterprise Strategy Group Present Why I/O is Strategic for Virtual...
Emulex and Enterprise Strategy Group Present Why I/O is Strategic for Virtual...
Customer Experience Management for Startups
Customer Experience Management for Startups
Raddon Chart of the Day August 23, 2012
Raddon Chart of the Day August 23, 2012
Plus de SugarCRM
Lessons Learned: Building IBM's Next Generation CRM Architecture
Lessons Learned: Building IBM's Next Generation CRM Architecture
SugarCRM
Business at the Speed of Social
Business at the Speed of Social
SugarCRM
From Mad Men to Moneyball: Research and Hands on Tools to Guide Your Marketin...
From Mad Men to Moneyball: Research and Hands on Tools to Guide Your Marketin...
SugarCRM
From Mad Men to Moneyball: How Leading Chief Marketing Officers are Different...
From Mad Men to Moneyball: How Leading Chief Marketing Officers are Different...
SugarCRM
IBM's Social Business Transformation
IBM's Social Business Transformation
SugarCRM
How You Can Leverage Social Media to Benefit Your Entire Organization
How You Can Leverage Social Media to Benefit Your Entire Organization
SugarCRM
Marketo's Secret Sauce: Smarter Marketing for Best Results
Marketo's Secret Sauce: Smarter Marketing for Best Results
SugarCRM
Informer: Multidimensional Reporting and Dashboarding for SugarCRM
Informer: Multidimensional Reporting and Dashboarding for SugarCRM
SugarCRM
Building Your Individual Brand; Expanding Your Sales Reach
Building Your Individual Brand; Expanding Your Sales Reach
SugarCRM
Mobilizing Your Sugar Instance
Mobilizing Your Sugar Instance
SugarCRM
Turn Big Data Into Actionable Insights With Sugar 7
Turn Big Data Into Actionable Insights With Sugar 7
SugarCRM
Close More Deals, More Quickly With 1:1 Marketing Automation in Gmail
Close More Deals, More Quickly With 1:1 Marketing Automation in Gmail
SugarCRM
Leveraging Marketing Data to Gain More Revenue
Leveraging Marketing Data to Gain More Revenue
SugarCRM
SugarCRM Integrated Solutions: A Recipe for Success
SugarCRM Integrated Solutions: A Recipe for Success
SugarCRM
Top Ten Integration Targets for Sugar
Top Ten Integration Targets for Sugar
SugarCRM
Simply Powerful Workflow for Sugar
Simply Powerful Workflow for Sugar
SugarCRM
Crossing the Chasm – From Email Marketing to Marketing Automation
Crossing the Chasm – From Email Marketing to Marketing Automation
SugarCRM
4 Add-on Products You Can't Live Without
4 Add-on Products You Can't Live Without
SugarCRM
Transforming Marketing Data into a Useful Sales Pitch
Transforming Marketing Data into a Useful Sales Pitch
SugarCRM
How to Exceed the Expectations of Today's Digital Customers
How to Exceed the Expectations of Today's Digital Customers
SugarCRM
Plus de SugarCRM
(20)
Lessons Learned: Building IBM's Next Generation CRM Architecture
Lessons Learned: Building IBM's Next Generation CRM Architecture
Business at the Speed of Social
Business at the Speed of Social
From Mad Men to Moneyball: Research and Hands on Tools to Guide Your Marketin...
From Mad Men to Moneyball: Research and Hands on Tools to Guide Your Marketin...
From Mad Men to Moneyball: How Leading Chief Marketing Officers are Different...
From Mad Men to Moneyball: How Leading Chief Marketing Officers are Different...
IBM's Social Business Transformation
IBM's Social Business Transformation
How You Can Leverage Social Media to Benefit Your Entire Organization
How You Can Leverage Social Media to Benefit Your Entire Organization
Marketo's Secret Sauce: Smarter Marketing for Best Results
Marketo's Secret Sauce: Smarter Marketing for Best Results
Informer: Multidimensional Reporting and Dashboarding for SugarCRM
Informer: Multidimensional Reporting and Dashboarding for SugarCRM
Building Your Individual Brand; Expanding Your Sales Reach
Building Your Individual Brand; Expanding Your Sales Reach
Mobilizing Your Sugar Instance
Mobilizing Your Sugar Instance
Turn Big Data Into Actionable Insights With Sugar 7
Turn Big Data Into Actionable Insights With Sugar 7
Close More Deals, More Quickly With 1:1 Marketing Automation in Gmail
Close More Deals, More Quickly With 1:1 Marketing Automation in Gmail
Leveraging Marketing Data to Gain More Revenue
Leveraging Marketing Data to Gain More Revenue
SugarCRM Integrated Solutions: A Recipe for Success
SugarCRM Integrated Solutions: A Recipe for Success
Top Ten Integration Targets for Sugar
Top Ten Integration Targets for Sugar
Simply Powerful Workflow for Sugar
Simply Powerful Workflow for Sugar
Crossing the Chasm – From Email Marketing to Marketing Automation
Crossing the Chasm – From Email Marketing to Marketing Automation
4 Add-on Products You Can't Live Without
4 Add-on Products You Can't Live Without
Transforming Marketing Data into a Useful Sales Pitch
Transforming Marketing Data into a Useful Sales Pitch
How to Exceed the Expectations of Today's Digital Customers
How to Exceed the Expectations of Today's Digital Customers
Dernier
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
Suhani Kapoor
RE Capital's Visionary Leadership under Newman Leech
RE Capital's Visionary Leadership under Newman Leech
Newman George Leech
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
KeppelCorporation
Monte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSM
Ravindra Nath Shukla
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Dipal Arora
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
Seo
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023
Neil Kimberley
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communications
karancommunications
Eni 2024 1Q Results - 24.04.24 business.
Eni 2024 1Q Results - 24.04.24 business.
Eni
Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...
Roland Driesen
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Denis Gagné
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Dipal Arora
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Dipal Arora
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Delhi Call girls
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Shawn Pang
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
NZSG
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Dave Litwiller
Catalogue ONG NƯỚC uPVC - HDPE DE NHAT.pdf
Catalogue ONG NƯỚC uPVC - HDPE DE NHAT.pdf
Orient Homes
GD Birla and his contribution in management
GD Birla and his contribution in management
chhavia330
Call Girls in Gomti Nagar - 7388211116 - With room Service
Call Girls in Gomti Nagar - 7388211116 - With room Service
discovermytutordmt
Dernier
(20)
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
VIP Call Girl Jamshedpur Aashi 8250192130 Independent Escort Service Jamshedpur
RE Capital's Visionary Leadership under Newman Leech
RE Capital's Visionary Leadership under Newman Leech
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Keppel Ltd. 1Q 2024 Business Update Presentation Slides
Monte Carlo simulation : Simulation using MCSM
Monte Carlo simulation : Simulation using MCSM
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communications
Eni 2024 1Q Results - 24.04.24 business.
Eni 2024 1Q Results - 24.04.24 business.
Ensure the security of your HCL environment by applying the Zero Trust princi...
Ensure the security of your HCL environment by applying the Zero Trust princi...
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Creating Low-Code Loan Applications using the Trisotech Mortgage Feature Set
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Call Girls Navi Mumbai Just Call 9907093804 Top Class Call Girl Service Avail...
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Best VIP Call Girls Noida Sector 40 Call Me: 8448380779
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
Tech Startup Growth Hacking 101 - Basics on Growth Marketing
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Catalogue ONG NƯỚC uPVC - HDPE DE NHAT.pdf
Catalogue ONG NƯỚC uPVC - HDPE DE NHAT.pdf
GD Birla and his contribution in management
GD Birla and his contribution in management
Call Girls in Gomti Nagar - 7388211116 - With room Service
Call Girls in Gomti Nagar - 7388211116 - With room Service
Social CRM Tools: Focus on Alignment and Customers
1.
Social
Social CRM Tools What Makes Sense and What Doesn't
2.
Tom Petrocelli
Senior Analyst, Social Enterprise Enterprise Strategy Group @tompetrocelli, enterprisestrategygroup.com 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 2
3.
Agenda
The Socially Enabled CRM Situation The Goals and Benefits of Social CRM Integration and Alignment Focus on the Customer Ideas For Achieving Success Q&A Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 3
4.
How Is Socially
Enabled CRM Different? At present, it’s not any different Socially enabled CRM applications have the same social features as all enterprise applications There are no special clusters of features Social tools depend on the vendor more than the application Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 4
5.
Preponderance of Social
Tools In CRM Applications Number of Social Features of CRM Applications 12 10 8 6 4 2 0 Microsoft Dynamics CRM Salesforce.com SAP CRM SugarCRM Ardexus WebMode, Mode Zoho CRM Chatter/Sales Cloud Not much variance here © 2012 Enterprise Strategy Group Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 5
6.
The Most Common
Social Tools in CRM Activity Streams Micro-messaging/Group Discussions IM or Internal Messaging File Sharing Task Sharing Group Calendar Only 10% to 20% of tools are integrated into the CRM application Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 6
7.
Social Tools Deploy
Widely How has your organization’s deployment of social communication and/or collaboration tools been rolled out? (Percent of respondents) Social communication tools (N=239) Social collaboration tools (N=229) 80% 70% 70% 65% 60% 50% 40% 30% 20% 16% 18% 10% 10% 7% 5% 7% 1% 0% Company-wide At a departmental At a divisional level Individual Don’t know level employees use on ad hoc basis Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 7
8.
Socially Enabled CRM
Situation Social tools are deployed to as many people as possible and not targeted to CRM When they are, there are a lot of tools There is nothing special about how social tools are implemented within CRM Social tools are often not integrated into enterprise applications Don’t despair: This is only the first wave Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 8
9.
Adoption Drivers
Why did your organization deploy / plan to deploy socially enabled applications? What would you say is the primary reason for deploying / planning to deploy socially enabled applications? (Percent of respondents, N=212, multiple responses accepted) To allow employees to use their time more 16% Primary efficiently 77% reason for 22% deploying To be more productive overall 77% socially 14% enabled To save on travel time and budget 75% applications To collaborate internally more effectively 16% 75% To create more efficient business processes 15% 70% All reasons To serve our customers better 12% for 67% deploying Other 1% socially 17% enabled 4% applications Don’t know 4% 0% 20% 40% 60% 80% 100% © 2012 Enterprise Strategy Group Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 9
10.
Benefits of Socially
Enabled CRM Top Benefits Reduced Travel Time More efficient operations Teams that work better together Better decision making Lesser Benefits Better Customer Service Higher Productivity Only 36% of respondents claim to be able to provide better service. Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 10
11.
The CRM-Social Disconnect
Organizations want and get more efficient operations and collaborate better Organizations want but don’t get higher productivity Organizations don’t want better customer service and get that – which is not good The benefits are working better internally rather than interacting with customers Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 11
12.
How Do You
Achieve Benefits of Socially Enabled CRM? Alignment & Integration with Business Processes Focus On The Customer Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 12
13.
Inhibitors to Wider
Adoption Outside of costs and regulatory concerns inhibitors are: Poor alignment End-user resistance Lack of executive buy-in (i.e. More resistance) Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 13
14.
Integration And Alignment
With Business Processes Socially enabled CRM systems have too many features They can’t all be useful to CRM processes Gap between expected benefits and actual benefits maybe the result of misalignment with business processes Social tools as deployed don’t support business processes well Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 14
15.
Characteristics of Social
Tools Mode Of Communication Persistence Users/Reach Threaded Response Time Match the characteristics to the process you want to support Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 15
16.
Contextual Social Enterprise
Understand the context within which a user operates on a day to day basis. Place social tools within the context of the user experience. Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 16
17.
What To Do
About Integration and Alignment Find the tool that people will actually use most of the time Integrate the tools to the process not the other way around. Consider the characteristics of social tools Be judicious; Don’t deploy every social tool just because you can Hide what you don't use, train on what you do Deploy social tools as part of an enterprise application or workflow Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 17
18.
Focus on The
Customer Overall IT is not using social tools to connect with customers But CRM is about customers Social tools are not targeted to CRM needs Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 18
19.
What Doesn’t Make
Sense Micro-messaging on every entity It’s like a fire hose of babble Activity streams that report on everything everyone is doing. It’s a distraction Not connected to processes or workflows Following only works when users make use of core functions. Integrated video/audio requires too much attention You can’t multi-task It’s resource heavy Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 19
20.
What Makes Sense
(Suggestions) Make social tools part of customer-oriented processes Build into CRM applications; Do not rely on general company solutions Keep everything in the CRM system please Target social tools to user activities Group Chat for escalation in tech support/service Micro-messaging for quick tips and important updates Activity streams for following daily account activity File sharing for proposals IM/Internal messaging as a replacement for out of stream emails. Groups. Organize into groups. Groups help you see only relevant information Think: Context. Relevance. Process. Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 20
21.
Example: Escalation in
a Technical Support Contact Center Real-time escalation Group Chat because it’s carries an expectation of a real- time immediate response, multi-user, many-to-many, but single threaded. Can connect a first-tier agent with an second-tier escalation resource, and if that fails, an engineering resource. Customer is not on hold or has to wait for a call back. Better customer service drives the use of the social tool Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 21
22.
ESG Research ESG
Social Adoption Trends Survey, April 2012 353 online surveys with IT professionals who were familiar with their organization’s current social enterprise, collaboration, and messaging efforts, as well as forward-looking strategies. Midmarket (100 to 999 employees) Enterprise-class (1,000+ employees) organizations in North America Midmarket (44%), Enterprise (56%) Respondents by gender: Male (73%), Female (27%) Respondents by age: 25 and under (1%), 26 to 35 (25%), 36 to 45 (33%), 46 to 55 (32%), over 55 (9%) Multiple industry verticals including financial, communications & media, business services, and manufacturing ESG Socially Enabled Enterprise Solutions Market Landscape Report, May 2012 Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 22
23.
Submit Session Feedback
Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback *Prizes for attendees who submit session feedback using the Mobile App 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 23
24.
#SCON12
4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 24
Télécharger maintenant