Palestra realizada no TDC 2012 ( The Developers Conference 2012 - São Paulo )

1. !"#$%&'()$%*+&,-./0$(&-&1-.#2.)$%3&4%0%&(&
!%05-6.7&8$7$1%*&+',9!&

2. :0;.(&<*=-3&
&&&& &>(0?%#(&-?&%0@;$1-1;0%&-&;0A%.$3?(&4-*%&
>%);*#%#-&:-*%3&<01-3&#-&'B(&C%;*(D&EF1-.3B(&
-?&!%05-6.7&#-&3-0=$G(3&4-*%&>HID&
&
&8$0-1(0&$,;31(?-0J&K($&3L)$(&#%&8$%*-1(&'()$%*&
!-#$%J&(.#-&%1;(;&)(?(&#$0-1(0&#-&
%1-.#$?-.1(D&
&
&<&$,;31(?-0&M&%&.(=%&;.$#%#-&#-&.-7L)$(3&#%&
C*;3(N&O&@;-&10%A%*P%&(&0-*%)$(.%?-.1(&)(?&
)*$-.1-&+&.%&?"#$%&3()$%*D&&
&&
&&

3. $,;31(?-0&

4. !%3&%(.#-Q&

5. 8%#(3&#%&!"#$%&'()$%*&
• &R&#-&S&)%#%&%?-0$)%.(3&)(.-)1%#(3&T&$.1-0.-1&&;3%?&%&?"#$%&3()$%*&&
• &UVR&#%&4(4;*%GB(&?;.#$%*&)(.-)1%#%&T&$.1-0.-1&=$3$1%&0-#-3&3()$%3&&
• &W&;3(&#-&0-#-3&3()$%$3&M&%&SX&%6=$#%#-&?%$3&0-%*$Y%#%&.%&$.1-0.-1J&.%&
K0-.1-&#(&-+?%$*&&
• &<&RDZ[[D[[[D[[[&M&(&.?-0(&#-&K(1(3&;4*(%#%#%3&%(&>*$)50&%1M&];.P(&#-&
U[[^&O&&;?%&K(1(&4%0%&)%#%&U&4-33(%3&.(&4*%.-1%&&
• &<&?"#$%&3()$%*&-31/&#-?()0%6Y%.#(&%&$.K(0?%GB(&&
• &_R&P(0%3&#-&="#-(&3B(&;4*(%#%#%3&%(&`(;&a;A-&4(0&?$.;1(&&
• &_DRbUc&M&(&)0-3)$?-.1(&#(&ad$e-0&%1M&K-=-0-$0(&#-&U[[^&&
• &RD[[[D[[[&1d-e3&4(0&#$%&&
• &fD[[[D[[[D[[[&?$.;1(3&7%31(3&.(&>%)-A((5&4(0&3-?%.%&&
• &_D[[[D[[[D[[[&#-&P$31L0$%3&)(?4%06*P%#%3&.(&>%)-A((5&4(0&3-?%.%&&
• &'-&(&>%)-A((5&K(33-&;?&4%"3J&3-0$%&(&bg&#(&4*%.-1%&&
• &^Rc&#%3&4-33(%3&%)P%?&@;-&%3&-?40-3%3&#-=-?&-31%0&40-3-.1-3&.%&
?"#$%&3()$%*&&
• &bfc&#%3&4-33(%3&%)P%?&@;-&%3&-?40-3%3&#-=-?&$.1-0%7$0&)(?&3-;3&
)(.3;?$#(0-3&&

6. 8%#(3&#%&!"#$%&'()$%*&
>(.1-h&dddD;4#%1-(0#$-D)(?&

7. i(=(&!(?-.1(&
O CONSUMIDOR 2.0
• &j3%&)%.%$3&(.*$.-&-&K-00%?-.1%3&#-&)(?;.$)%GB(&
• &<)0-#$1%&-?&(4$.$k-3&-&3;7-31k-3&#-&-310%.P(3&lEFDh&<?%Y(.m&&
• &a-?&%&1-.#2.)$%&#-&)(?40%0&?%$3&(.*$.-&&
• &n;-0&#%0&(&K--#A%)5&#-&40(#;1(3&-&3-0=$G(3&&
• &E34-0%&;?%&-F4-0$2.)$%&#-&)(.3;?(&?-*P(0&&
• &,(?-.1%&3(A0-&40(#;1(3&-&3-0=$G(3&-?&0-#-3&3()$%$3&&
• &9%.5-$%&40(#;1(3&-&3-0=$G(3&&
• &C0();0%&3;4(01-&];.1(&%&3-;3&4%0-3&

8. W&:0%3$*-$0(&.%&!$#$%&'()$%*&
Brasil
• &W&:0%3$*-$0(&1-?&-?&?M#$%&U[Z&%?$7(3J&3-.#(&@;-&%&?M#$%&7*(A%*&M&_U[&
• ^Sc&#(3&A0%3$*-$0(3&.%&?"#$%&3()$%*&o.P%?&)(.1%&.(&W05;1&
• Rbc&1-?&)(.1%&.(&ad$e-0&
• RZc&1-?&)(.1%&.(&>%)-A((5&
• b[c&#$33-0%?&@;-&3;%&0-#-&3()$%*&K%=(0$1%&M&(&W05;1&
• W&p$.5-#$.&1-=-&?%$3&#-&SUbc&#-&)0-3)$?-.1(J&]/&3(?%.#(&?%$3&#-&R&?$*Pk-3&#-&
A0%3$*-$0(3&
>(.1-h&ai'&&-&p$.5-#$.&

9. i(=(&?(?-.1(&
Pe4hVVdddD)*;A4-.7;$.D)(?V41&

10. C*%)-)%31&

11. E=(*;GB(&#(&,9!&

12. E34-)$%*$31%&-?&,9!h&<&C*;3(N&
WORKFLOW CRM ANALÍTICO
Inteligência de
Mercado e Gestão
de Oportunidades
CLIENTE
LEAD
PROSPECT
COLABORADOR
CONTACT CENTER
PESQUISA
CRM OPERACIONAL
Ferramentas e Processos
de Atendimento ao Cliente CAMPANHAS
DE MARKETING
FORÇA DE VENDAS
!"#$%"&'()*+
,$-$.()*+
RH FINANCEIRO GESTORES

13. E=(*;GB(&#(&,9!&
'()$%*&!-#$%& '()$%*&,9!& ,9!&

14. W&@;-&-31/&%)(.1-)-.#(&)(?&%&3;%&?%0)%Q+

15. W&@;-&-31/&%)(.1-)-.#(&)(?&%&3;%&?%0)%Q+

16. W&@;-&-31/&%)(.1-)-.#(&)(?&%&3;%&?%0)%Q+

17. ,(?(&%.%*$3%0&;?&CW'aq+

18. ,(?(&%.%*$3%0&;?&CW'aq+
!/012+ #313+4+
5/63+
;/<36=>3>2+ 7208392:+
'?1/6+
':=9/8+4+
*6=92:+
@29?=>/628+
-398+

19. ,(?(&%.%*$3%0&;?&CW'aq+

20. ,(?(&%.%*$3%0&;?&CW'aq+

21. W&@;-&-31/&%)(.1-)-.#(&)(?&%&3;%&?%0)%Q+

22. W&@;-&-31/&%)(.1-)-.#(&)(?&%&3;%&?%0)%Q+
ABCCC+C(31r3&)%41;0%#(3&-?&;?&?23s&
DAE+#(3&CW'ar3&)(?&1-(0&.-7%6=(s&
C$)(&#-&4(31%7-?&.(&#$%&_fJ&)(?&@;%3-&FBGGG&
CW'ar3&.(&#$%t&
&
FBCHI&%;1(0-3&4(31%0%?&.(&?23J&
%6.7$.#(&4-*(&?-.(3J&JBGDKBCDF+4-33(%3qD&

23. ,(?(&%.%*$3%0&;?&4-0u*Q+

24. ,(?(&%.%*$3%0&;?&4-0u*Q+

25. ,(?(&%.%*$3%0&(&$?4%)1(&#%&?-.3%7-?Q+

26. q+
W&@;-&K%Y-0Q&

27. q+
'120>=:201/+3/+L/08?:=/>6+03+:M>=3+
8/L=3<+=012963>/+L/:+3+N<313O/6:3+>2+
P,7Q+?R<=S30>/+T6/UV/T+2+628N2=130>/+
@%'W8+N6XY>2Z0=>/8[+

28. ,(?(Q+
8$34(.$A$*$Y%0&
)%.%$3&(u)$%$3&
!(.$1(0%0&=$%&
,(.-)1%0&
3(Nd%0-&
v.1-0%7$0& <.%*$3%0&
v.1-70%0&

29. W&@;-&K%Y-0Q+

30. ,%.%$3&(u)$%$3+

31. <./*$3-+

32. v.1-70%0+
736U2R09+
'120>=:201/+
!(.$1(0%?-.1(& <./*$3-& 9-*%)$(.%?-.1(&
":N62083+
*?=>/6=3+

33. E&(&K;1;0(J&-?&',9!J&-31%?(3&(*P%.#(&4%0%q&

34. $+/+O?1?6/]+

35. $+/+O?1?6/]+

36. $+/+O?1?6/]+

37. $+/+O?1?6/]+

38. $+/+O?1?6/]+

39. $+/+O?1?6/]+

40. $+/+O?1?6/]+

41. $+/+O?1?6/]+

42. $+/+O?1?6/]+

43. $+/+O?1?6/]+

44. $+/+O?1?6/]+

45. $+/+O?1?6/]+

46. !$31;0%.#(&1;#(q&

51. >(03@;%0-&

52. >(03@;%0-&

53. >(03@;%0-&

54. >(03@;%0-&

55. C*%)-)%31&

56. H(77*-3&

57. H(77*-3&

58. H(77*-3&

59. WA0$7%#(t&
:0;.(&<*=-3&w&$,;31(?-0&
A0;.(%*=-3x4*;3(ND)(?DA0&
&
Cy1P(.&-&z%=%J&3-&=()2&7(31%J&
,;01%&.(33%&4/7$.%&.(&>:D&
,Ir3&4%0%&&
4*;3(Nx4*;3(ND)(?DA0&
!&