How can social business increase your sales ibm community meeting april 2012

© 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


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.


Live from SugarCON 2012!!

Larry BowdenIBM Vice PresidentWeb Experience Software

Chuck CoulsonSugarCRM Vice President Business Development


How Can Social Business Increase Your Sales?

Larry BowdenIBM Vice President, Web Experience Software

Christopher LambIBM Program Director, Social CRM


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


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


Chuck CoulsonSugarCRM, VP, Business Development


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


Transform from Sales Force Automation to Social Selling

Focus on management Focus on selling


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


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


Engage - Apply expertise from across the organization

Easy access to experts so you get customer questions answered


Engage - Apply expertise from across the organization

Re-use best practices from other teams


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


Reach - Spend more time with customers

Collaborate with customers remotely with a rich set of social tools











IBM and SugarCRM Social Selling Software Components


Business Value Assessment

Consultative approach to calculating ROI

Four steps

–Day in the life demonstration–Fact gathering–Assumptions–Math


Day in the life demonstration


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


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


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





Net Cash Flow ($111,248) $112,758 $181,756 $151,079


NPV Net Present Value of Opportunity $345,093

ROI

NPV of Project Costs ($290,449)NPV of Project Benefits $635,542 ROI (IRR) 67%





Net Cash Flow ($111,248) $112,758 $181,756 $151,079


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


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

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