Social Business and Social CRM

Tom SchusterGeneral Manager

SugarCRM Europe, Middle East, Africa

Social Business

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GETTING STARTED

•The business context

•The essential characteristics

•Getting started

•A live example

•Recommendation

Evolution of the Sales Landscape

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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 CUSTOMERSINNER CORE

SALESSALES

CUSTOMER CUSTOMER SERVICESERVICE

CALL CENTERCALL CENTER

MARKETINGMARKETING

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Introducing Social CRM

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CRM Made Social: Enable the customer edge

SALES EDGE CUSTOMERS

SALESSALES

CUSTOMER CUSTOMER SERVICESERVICE

CALL CENTERCALL CENTER

MARKETINGMARKETING

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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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CRM Made Simple

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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

TechnologyOpen SystemsUsers Have ControlWeb StandardsReasonable, predictable cost

CommunityHundreds of ExtensionsQualified Partners

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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

For Users

Web 2.0 User ExperienceWorks the Way YOU Work

For AdministratorsSimple CustomisationSeamless Upgrades

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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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LotusLiveLotusNotes

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: 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

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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

Twitter Feeds on Your Dashboard

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LinkedIn Accounts

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Google Maps integration

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Question:

What is the Social CRM interface of the future?

Answer:

The social networking site of choice

combined with

The global leading open CRM system

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Hillel Uses Social CRM to Connect with College Students

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Add additional fields before saving to Sugar

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Enter Friend Details in Facebook

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Add Interactions in Sugar from Facebook

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Match Event Attendees with Contacts in Sugar

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Contact Profile Page

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Write Comments to Facebook Wall from Sugar

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Link Existing Contacts to Facebook Friends

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Type the names of Facebook friends

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Facebook Friend Request

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Mobile Interactions

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“Our newly updated REACH database program powered by Sugar Professional even features amobile application that allows students and professionals to track their interactions and relationship-building in the fast paced and constantly changing world in which our collegestudents live.”

Wayne L. FirestonePresident, Hillel: The Foundation for Jewish Campus Life

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Components of a Social CRM

Conferencing Cloud

Collaboration Community

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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 RoadMicrosoftOracleSFDC

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Thank you

Tom Schustertschuster@sugarcrm.com