CRM 101: Session 1: Business Anti-Social- Why the Boss Doesn't Use SugarCRM

transcript

Business Anti-Social:

Why the Boss Doesn't Use SugarCRM

And what to do about it!

http://www.thehackerchickblog.com/wp-content/uploads/2010/04/200806HowManagersPointyHairedBoss.jpg

Keith BrooksDirector of Services, SAS Group

Sasgroup-us.com

kbrooks@sasgroup-us.comTwitter and Skype: lotusevangelist

About.me/keithbrooks

http://annyas.com/screenshots/updates/great-expectations-1946-david-lean/

Culture Trumps Social

In order to succeed, social needs a social culture.

If your nature is silos and fiefdoms you may be out of luck.

If your nature is open, sharing and caring, you probably went to another session.

http://coffmanorganization.com/reports/culture-that-rocks-a-bite-size-piece/

Three Topics

1. How to Work with Different Executive Agendas

2. The Competition does more than you today, how to make tomorrow the opposite

3. How to be a Social Business no matter what your executives think, say, or do

Executives Have…

No Time

Meetings and more meetings

Too many filters on the data they see

To focus on urgent matters first

No interest in blogging, tweeting…usually

Broad plans on their minds

No one to help them learn something new

1. Confusion2. You Got Lucky3. Same Old

Song and Dance

4. Highway to Hell

6. With or Without You

7. You're So Vain8. Money9. Big Shot10. Communication

Breakdown5. I Still Haven’t Found What I Am Looking For

http://sfbikeparty.wordpress.com/2011/08/26/sfbp9-lookbook-ghost-town/

Don’t Become a Ghost Town

http://www.blog.speculist.com/archives/000918.html

ustomers Individuality

1. Getting Better2. Working Man3. Changes4. Angel5. Listen to What

The Man Said

6. Join Together7. Life's Been Good8. Peace, Love and

Understanding9. Old Friends10.My Generation

#1 Reason….GOLF

http://t0.gstatic.com/images?q=tbn:ANd9GcQeCHlzEQGYNYHRnUZCNVrTujcQhkn0euaIJdHQoPaKmCBM26AFR2LcuTft

#1 Reason Debunked

Do you report or track every shot? No, but you should

Do you have a plan before you hit the course?

Decide who to play next?

You have all of the information on your device

Better knowledge of the hole/course equates to a better score, same with customers

GPS, not included in SugarCRM but for a fee...

http://www.viralblog.com/social-crm/the-evolution-of-social-crm/The Evolution Of Social CRM by Daan Jansonius 12/8/2010

3 Things To Take Home

3. How to be a Social Business no matter what your executives think say or do

Simple, right?

ROI = Rate of Ignoring/ance

ANYTHING you do today, will make you better tomorrow

Spend the time to build a framework for growth

What are you missing today? Next month?

Any data is your friend compared to zero data

Do More, Pay Less

Analyze the data to find the gold

Time is not your friend, learn to manage it so it doesn't manage you

Ask for help outside your company

Read, Read, Read

3 Things To Take Home

3. How to be a Social Business no matter what your executives think say or do

Hit 'em with a Reverse

•Improvisation if you have some leeway•Go to Legal first, just in case•If legal says ok, try free versions•TRY to get IT to work with you on this•Play with it!•Report what benefits/progress you have made•When you need to pay for it, pitch the Execs•Remember, You CAN do it!

Steps to Move Forward

You are the Evangelist

Find others who buy into this as well

Get proper training

Leverage social interactions on/off line

Gamification helps too

Teach the boss how to get their Dashboards

Send updates daily to the boss, until they say stop

Take Home

1. Know your boss and speak their language

2. Stop the Confusion, stay focused

3. Do your homework first, pitch it, train for it, show it…repeat

4. READ, READ, READ

Reference PresentationsThe Social Executive and Rachel Happe – http://www.slideshare.net/rhappe/the-social-executive?from=ss_embed

Stuart Macintyre – Collaboration Matters - http://www.slideshare.net/stuartmcintyre/why-social

Louis Richardson – Social MythBusters - http://www.slideshare.net/louisrichardson/social-mythbusters

Submit Session Feedback

Select the SugarCon Mobile App:

1)Tap on this session

2)Tap on survey

3)Submit your feedback*Prizes for attendees who submit session feedback using the Mobile App

Keith BrooksDirector of Services, SAS Group

Sasgroup-us.com

kbrooks@sasgroup-us.comTwitter and Skype: lotusevangelist

About.me/keithbrooks

#SCON12

CRM 101: Session 1: Business Anti-Social- Why the Boss Doesn't Use SugarCRM

Technology