A day in the life of a Social Business

Marilú Tallarico SugarCRM Italy

Social Business and Social CRM

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GETTING STARTED •  The business context

•  The essential characteristics

•  Getting started •  A live example: case study

•  Recommendation

Traditional Buying Model

Marketing: Complex Social Buying Model

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Customer Service is Marketing

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Start With the Customer

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CRM

Put the customer at the center

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CRM

Customer Relationship Management

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CRM

CRM is about Customers

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CRM is about Acquiring, Retaining and Growing

Customers

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Enable the sales edge

SALES EDGE CUSTOMERS INNER CORE

SALES

CUSTOMER SERVICE

CALL CENTER

MARKETING

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Introducing Social CRM

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CRM Made Social: Enable the customer edge

SALES EDGE CUSTOMERS

SALES

CUSTOMER SERVICE

CALL CENTER

MARKETING

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Social CRM

Social CRM is an extension of, not a

replacement for, CRM

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CRM made Simple

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Open

Intuitive

Flexible

CRM Made Simple Social CRM

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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

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Getting started with Social CRM

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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

Social CRM

Technology "  Open Systems "   Users Have Control "   Web Standards: ie iPad "   Reasonable, predictable cost

Open

Community "   Hundreds of customised and

tailor made Extensions "   Qualified Partners:

Social CRM

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Getting started with Social CRM

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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

Social CRM

For Users

"   Web 2.0 User Experience "   Works the Way YOU Work

Intuitive

For Administrators "   Simple Customisation "   Seamless Upgrades

Social CRM

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Getting started with Social CRM

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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

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LotusLive LotusNotes

TM

IBM and SugarCRM: integrated offerings

SPSS

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Getting started with Social CRM

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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 Cloud: Run Anywhere

On Site

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Expands SugarCRM’s Global Reach

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Sugar On-Demand + Sugar on IBM SmartCloud Enterprise

Getting started with Social CRM

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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

Social CRM

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Collaboration Conferencing

Step 5: Provide collaboration tools

Getting started with Social CRM

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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

Social CRM

Twitter Feeds on Your Dashboard

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LinkedIn Accounts

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Google Maps integration

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Hillel Uses Social CRM to Connect with College Students

•  Hillel is the largest organization in the world with a focus on university-age Jewish student

•  Hillel serves young adults at more than 550 colleges and communities in North America, SouthAmerica, Israel, and the former Soviet Union.

•  Hillel seeks to enrich the lives of Jewish undergraduate and graduate students

Add additional fields before saving to Sugar

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Facebook Friend Request

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Enter Friend Details in Facebook

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Write Comments to Facebook Wall from Sugar

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Mobile Interactions

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“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

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•  •  •  • 

Components of a Social CRM

Conferencing Cloud

Collaboration Social Tools

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RECOMMENDATIONS: 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

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The Sweeter Road Microsoft Oracle SFDC

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Thank you

Marilú Tallarico mtallarico@sugarcrm.com