social business and social crm with ibm and sugarcrm 2011
DESCRIPTION
IBM and SUGARCRM Presentation from Tom Schuster. See how you integrate the social network of your choice into SUGARCRM.TRANSCRIPT
Social Business and Social CRM
Tom SchusterGeneral Manager
SugarCRM Europe, Middle East, Africa
Social Business
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 2
GETTING STARTED
•The business context
•The essential characteristics
•Getting started
•A live example
•Recommendation
Evolution of the Sales Landscape
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 3
Marketing: Complex Social Buying Model
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 4
Customer Service is Marketing
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 5
Start With the Customer
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 6
CRM
Put the customer at the center
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 7
CRM
Customer Relationship Management
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 8
CRM
CRM is about Customers
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 9
CRM is about Acquiring, Retaining and Growing
Customers
10 05/08/09©2009 SugarCRM Inc. All rights reserved.10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 10
Enable the sales edge
SALES EDGE CUSTOMERSINNER CORE
SALESSALES
CUSTOMER CUSTOMER SERVICESERVICE
CALL CENTERCALL CENTER
MARKETINGMARKETING
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 11
Introducing Social CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 12
CRM Made Social: Enable the customer edge
SALES EDGE CUSTOMERS
SALESSALES
CUSTOMER CUSTOMER SERVICESERVICE
CALL CENTERCALL CENTER
MARKETINGMARKETING
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 13
Social CRM
Social CRM is an extension of, not a
replacement for, CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 14
CRM made Simple
05/08/0910/19/2011 ©2011 SugarCRM Inc. All rights reserved. 15
CRM Made Simple
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 16
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
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 17
Getting started with Social CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 18
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
TechnologyOpen SystemsUsers Have ControlWeb StandardsReasonable, predictable cost
CommunityHundreds of ExtensionsQualified Partners
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 19
Getting started with Social CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 20
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
For Users
Web 2.0 User ExperienceWorks the Way YOU Work
For AdministratorsSimple CustomisationSeamless Upgrades
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 21
Getting started with Social CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 22
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
360 Degree View of the Customer
CRM Activities•Customer Support•Marketing•Sales
External data sources• ERP• Market Data • HR
Specialised Tools• Web Analysis• Business Intelligence
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 23
LotusLiveLotusNotes
TM
IBM and SugarCRM: integrated offerings
SPSS
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 24
Getting started with Social CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 25
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
RUN ANYWHERE•Any Device•Any Platform•Any Cloud
SugarCRM: Run Anywhere
On Site
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 26
Expands SugarCRM’s Global Reach
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 27
Sugar On-Demand + Sugar on IBM SmartCloud Enterprise
Getting started with Social CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 28
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
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 29
Collaboration Conferencing
Step 5: Provide collaboration tools
Getting started with Social CRM
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 30
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
Twitter Feeds on Your Dashboard
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 31
LinkedIn Accounts
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 32
Google Maps integration
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 33
Question:
What is the Social CRM interface of the future?
Answer:
The social networking site of choice
combined with
The global leading open CRM system
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 34
Hillel Uses Social CRM to Connect with College Students
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 35
Add additional fields before saving to Sugar
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 36
Enter Friend Details in Facebook
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 37
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 38
Add Interactions in Sugar from Facebook
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 39
Match Event Attendees with Contacts in Sugar
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 40
Contact Profile Page
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 41
Write Comments to Facebook Wall from Sugar
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 42
Link Existing Contacts to Facebook Friends
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 43
Type the names of Facebook friends
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 44
Facebook Friend Request
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 45
Mobile Interactions
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 46
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 47
“Our newly updated REACH database program powered by Sugar Professional even features amobile application that allows students and professionals to track their interactions and relationship-building in the fast paced and constantly changing world in which our collegestudents live.”
Wayne L. FirestonePresident, Hillel: The Foundation for Jewish Campus Life
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 47
Components of a Social CRM
Conferencing Cloud
Collaboration Community
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 48
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
10/19/2011 ©2011 SugarCRM Inc. All rights reserved. 49
The Sweeter RoadMicrosoftOracleSFDC
5010/19/2011 ©2011 SugarCRM Inc. All rights reserved. 50
Thank you