Social Business and Social CRM
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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
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Social Business and Social CRM
- 1. Social Business and Social CRM Tom Schuster General Manager SugarCRM Europe, Middle East, Africa ©2011 SugarCRM Inc. All rights reserved.
- 2. Social Business and Social CRM AGENDA • The business context • The essential characteristics • Getting started • A live example • Recommendation ©2011 SugarCRM Inc. All rights reserved.
- 3. Evolution of the CRM Landscape ©2011 SugarCRM Inc. All rights reserved.
- 4. Complex Social Buying Model ©2011 SugarCRM Inc. All rights reserved.
- 5. Put the customer at the center CRM ©2011 SugarCRM Inc. All rights reserved.
- 6. Customer Relationship Management ©2011 SugarCRM Inc. All rights reserved.
- 7. CRM is about Customers ©2011 SugarCRM Inc. All rights reserved.
- 8. CRM is about Acquiring, Retaining and Growing Customers ©2011 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
- 9. Enable the sales edge INNER CORE SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING ©2011 SugarCRM Inc. All rights reserved.
- 10. Introducing Social CRM ©2011 SugarCRM Inc. All rights reserved.
- 11. CRM Made Social: Enable the customer edge SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING ©2011 SugarCRM Inc. All rights reserved.
- 12. Social CRM Social CRM is an extension of, not a replacement for, CRM ©2011 SugarCRM Inc. All rights reserved.
- 13. CRM made Simple ©2011 SugarCRM Inc. All rights reserved. 05/08/09
- 14. CRM Made Simple Social CRM Intuitive Open Flexible ©2011 SugarCRM Inc. All rights reserved.
- 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.
- 19. 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.
- 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.
- 23. Flexible Cloud 2.0 Social CRM RUN ANYWHERE • Any Device • Any Platform • Any Cloud ©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.
- 25. Step 5: Provide collaboration tools Collaboration Conferencing ©2011 SugarCRM Inc. All rights reserved. 10/16/11 ©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.
- 27. ©2011 SugarCRM Inc. All rights reserved.
- 28. Enter Friend Details in Facebook ©2011 SugarCRM Inc. All rights reserved.
- 29. Add Interactions in Sugar from Facebook ©2011 SugarCRM Inc. All rights reserved.
- 30. Match Event Attendees with Contacts in Sugar ©2011 SugarCRM Inc. All rights reserved.
- 31. Contact Profile Page ©2011 SugarCRM Inc. All rights reserved.
- 32. Write Comments to Facebook Wall from Sugar ©2011 SugarCRM Inc. All rights reserved.
- 33. Link Existing Contacts to Facebook Friends ©2011 SugarCRM Inc. All rights reserved.
- 34. Type the names of Facebook friends ©2011 SugarCRM Inc. All rights reserved.
- 35. Facebook Friend Request ©2011 SugarCRM Inc. All rights reserved.
- 36. Entering interactions ©2011 SugarCRM Inc. All rights reserved.
- 37. Mobile Interactions ©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.
- 40. Microsoft The Sweeter Road Oracle SFDC ©2011 SugarCRM Inc. All rights reserved.
- 41. Thank you Tom Schuster tschuster@sugarcrm.com ©2011 SugarCRM Inc. All rights reserved.