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© 2011 IBM Corporation
IBM Collaboration SolutionsCommunity MeetingApril 2012 Joyce Davis
Community Facilitatortwitter.com/jadintx
© 2011 IBM Corporation2
Agenda
Special intro – live from SugarCON!
Main topic
– How Can Social Business Increase Your Sales?
As a member of the community:Build business relationshipsReceive recognition and visibilityGain technical knowledgeStay up-to-date Influence IBM's products and
strategy!
Social Media
twitter.com/IBMSocialBiztwitter.com/IBMSocialBizUX
facebook.com/IBMSocialBizfacebook.com/IBMSocialBizUX
Blog: ibm.com/blogs/socialbusinessLarry BowdenIBM
Chuck CoulsonSugarCRM
Christopher LambIBM
Join us in Lotus Greenhouse: http://ibm.co/ics-community
© 2011 IBM Corporation3
Business Gets Social 2012Replays available!
Strategy in Action: Messaging and Collaboration with Ed Brill Mastering the Art of Social Application Development with Paul Bastide and Matt Broomhall Your Social Business advantage: using IBM Sametime to integrate telephony, audio and
video; tying people and customers together in powerful ways with David Price What's the Value of Social Analytics? with Pamela A. Evans Going Social in a world of Governance, Risk Management, and Compliance (GRC) with
Arthur Fontaine Ready, Set, Go! How IBM Lotus Domino XPages Became Mobile with Eamon Muldoon
and Tony McGuckin IBM Sametime Unified Telephony Lite: Communicating with Devices with Binh Q. Nguyen
To access these replays, visit: http://www.LotusUserGroup.org/VUG.
© 2011 IBM Corporation4
Live from SugarCON 2012!!
Larry BowdenIBM Vice PresidentWeb Experience Software
Chuck CoulsonSugarCRM Vice President Business Development
© 2011 IBM Corporation
How Can Social Business Increase Your Sales?
Larry BowdenIBM Vice President, Web Experience Software
Christopher LambIBM Program Director, Social CRM
© 2011 IBM Corporation6
The world is connected: economically, socially and technically
employeesSelf-forming teams around fast moving opportunities
customersLeading the conversations that define brands
partnersBecoming on-demand extensions of the enterprise
© 2011 IBM Corporation7
Social Business is transformative for sales, marketing and customer service
“If companies could increase their customer retention rates by 5%, they could grow their profits by 25% - 100%. - Frederick Reichheld, The Loyalty Effect 1
Nearly 9 in 10 CEOs of 'standout' companies, ranked getting closer to the customer as the top priority, a focus for the future.- IBM Global Survey of CEOs 2
... interviews with nearly 220 CRM decision makers, adding social features and mobile access to CRM applications boosted the productivity of sales people by 26.4 percent. - Nucleus Research 3
1 Source: Reichheld, Frederick F., The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, 2001)2 Source: IBM Institute for Business Value, Capitalizing on Complexity: Insights from the 2010 IBM Global CEO Study, May 20103 Source: Nucleus Research, Market Focus Report, The Value of Mobile and Social for CRM, March 2012
© 2011 IBM Corporation8
Chuck CoulsonSugarCRM, VP, Business Development
© 2011 IBM Corporation
SugarCon 2012 Social Business Track
9
Tuesday, April 24 Wednesday, April 25
Social Selling: The IBM Transformation, Gary Burnette, IBM
Social CRM Tools: What Makes Sense and What Doesn’t, om Petrocelli, ESG
Social Selling: The ROI for Your Team, Chris Lamb, IBM
Turbocharging Customer Service through Social, Kate Leggett, Forrester Researc
Business development with the power of LinkedIN and
SugarCRM, Dan Kraus, Leading Results
The Force Multiplier for Your Business, Dr. Natalie Petouhoff
CRM and Election 2012,Brent Leary, CRM Essentials
Next Steps In Building Social Businesses, Denis Pombriant, Craig Rosenberg, Brian
Vellmure
Expanding Your Social Business in a Global Market, Jesus Hoyos,
Solvis Consulting
The Science of Relationship , Michael Wu, Lithium Technologies
© 2011 IBM Corporation10
Transform from Sales Force Automation to Social Selling
Focus on management Focus on selling
© 2011 IBM Corporation11
Act Focus on opportunities that create the most profit
Reach Spend more time with customers
Discover Understand their customers better than the competition
Engage Know experts across the organization who help him close deals
Characteristics of Top Sales People
© 2011 IBM Corporation12
Discover - Understand your customers better than the competition
Know what customers are talking about and what they like and don't like through sentiment analysis of social data
© 2011 IBM Corporation13
Engage - Apply expertise from across the organization
Easy access to experts so you get customer questions answered
© 2011 IBM Corporation14
Engage - Apply expertise from across the organization
Re-use best practices from other teams
© 2011 IBM Corporation15
Act - Focus on accounts and opportunities that create the most profit
Use predictive analytic models to focus on the right deals and recommend the best products and pricing
© 2011 IBM Corporation16
Reach - Spend more time with customers
Collaborate with customers remotely with a rich set of social tools
© 2011 IBM Corporation17
Reach - Spend more time with customers
Collaborate with customers remotely with a rich set of social tools
© 2011 IBM Corporation18
Reach - Spend more time with customers
Collaborate with customers remotely with a rich set of social tools
© 2011 IBM Corporation19
Reach - Spend more time with customers
Collaborate with customers remotely with a rich set of social tools
© 2011 IBM Corporation20
IBM and SugarCRM Social Selling Software Components
© 2011 IBM Corporation21
Business Value Assessment
Consultative approach to calculating ROI
Four steps
–Day in the life demonstration–Fact gathering–Assumptions–Math
© 2011 IBM Corporation22
Day in the life demonstration
© 2011 IBM Corporation23
Fact Gathering
Plus other operational data
E x a m p l e T e c h n o l o g y F i r mN u m b e r o f e m p l o y e e s 1 0 0 0N u m b e r o f s a l e s p e o p l e 1 0 0A v e r a g e # d e a l s p e r y e a r 1 2A v e r a g e d e a l s i z e $ 1 2 5 KI n t e r n a l D i s c o u n t R a t e f o r i n v e s t m e n t s
1 0 %
P r e - t a x p r o f i t m a r g i n 1 5 %A v e r a g e l a b o r c o s t s V a r i e s b y r o l eY T Y i n c r e a s e i n l a b o r c o s t s 4 %H a r d w a r e a n d s o f t w a r e c o s t s V a r i e s b y y e a r
© 2011 IBM Corporation24
Assumptions
Your team makes the assumptions after seeing the demo
You decide if time saving results in increase revenue or costs savings
E x a m p l e T e c h n o l o g y F i r mT i m e s a v e d / d e a l f i n d i n g i n f o r m a t i o n a b o u t t h e a c c o u n t d u r i n g p r o g r e s s i o n c y c l e
2 0 m i n
T i m e s a v e d / d e a l f i n d i n g e x p e r t s a n d c o n t e n t d u r i n g p r o p o s a l c y c l e
2 0 m i n
T i m e s a v e d / d e a l f i n d i n g e x p e r t s a n d c o n t e n t d u r i n g p o s t p r o p o s a l c y c l e
3 0 m i n
T i m e s a v e d p e r d e a l r e - u s i n g a b e s t p r a c t i c e s t e m p l a t e 4 5 m i nT i m e s a v e d p e r d e a l b y c o l l a b o r a t i v e l y c r e a t i n g n e w c o n t e n t
3 0 m i n
A d o p t i o n r a t e s V a r i e s b y y e a r
© 2011 IBM Corporation25
Math: Results for Example Technology Company Year 1 Year 2 Year 3 Year 4
PV Cash Flow of Project Costs ($186,909) ($40,093) ($37,098) ($37,098)
PV Cash Flow of Project Benefits $75,661 $152,850 $218,854 $188,177
Net Cash Flow ($111,248) $112,758 $181,756 $151,079
Cumulative Cash Flow ($111,248) $1,510 $183,266 $334,345
© 2011 IBM Corporation26
Math: Results for Example Technology Company Year 1 Year 2 Year 3 Year 4
PV Cash Flow of Project Costs ($186,909) ($40,093) ($37,098) ($37,098)
PV Cash Flow of Project Benefits $75,661 $152,850 $218,854 $188,177
Net Cash Flow ($111,248) $112,758 $181,756 $151,079
Cumulative Cash Flow ($111,248) $1,510 $183,266 $334,345
NPV Net Present Value of Opportunity $345,093
ROI
NPV of Project Costs ($290,449)NPV of Project Benefits $635,542 ROI (IRR) 67%
© 2011 IBM Corporation27
Math: Results for Example Technology Company Year 1 Year 2 Year 3 Year 4
PV Cash Flow of Project Costs ($186,909) ($40,093) ($37,098) ($37,098)
PV Cash Flow of Project Benefits $75,661 $152,850 $218,854 $188,177
Net Cash Flow ($111,248) $112,758 $181,756 $151,079
Cumulative Cash Flow ($111,248) $1,510 $183,266 $334,345
NPV Net Present Value of Opportunity $345,093
ROI
NPV of Project Costs ($290,449)NPV of Project Benefits $635,542 ROI (IRR) 67%
( $ 2 0 0 , 0 0 0 )
( $ 1 0 0 , 0 0 0 )
$ 0
$ 1 0 0 , 0 0 0
$ 2 0 0 , 0 0 0
$ 3 0 0 , 0 0 0
$ 4 0 0 , 0 0 0
Y e a r 1 Y e a r 2 Y e a r 3 Y e a r 4
C a s h f l o w a n d B r e a k e v e n
© 2011 IBM Corporation28
Summary
Social Business is transformative for sales, marketing and customer service
IBM and SugarCRM are investing in social business solutions
Social Selling can deliver real results by focusing on sales productivity
Link to more info on Social Selling