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Social CRM Forum Stuttgart

22. September 2011

Susanne Böck

©2010 SugarCRM Inc. All rights reserved.

From Social Media toSocial CRM

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Agenda

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Warum Social CRM?

Was ist eigentlich Social CRM?

Worin liegt der Nutzen von Social CRM?

Was sind die 7 Regeln des Social CRM?Anwenderbeispiel

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Warum Social CRM?

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Was ist eigentlich Social CRM?

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Online Customer 

Communities

SocialNetworks

TraditionalCRM

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… der Nutzer diktiert den Kundenservice…

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CRM hat sich zu Social CRM entwickelt

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Source: http://blog.getsatisfaction.com/2010/12/17/the-evolution-of-crm-v2/?view=socialstudies

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Worin liegt der Nutzen von Social CRM?

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Innovate

Promote

Support

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…Support steht weit oben auf der Wunschliste

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Source: http://blog.getsatisfaction.com/2010/12/17/the-evolution-of-crm-v2/?view=socialstudies

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CRM heute…

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Info über den

Kunden, vom

Kunden selbstbereit gestellt

1.

2.

3.

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Was sind die Regeln des Social CRM?

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Die Kontrolle liegt nicht bei Ihnen

1

Die Wirksamkeit anderer Marketing Kanäle nimmt ab2 

“pull” und nicht “push”3 

Support ist das neue Marketing4

Analytics und Controlling5 

Nehmen Sie an der Konversation teil6 

The web rules: don’t fight it7 

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Anwenderbeispiel: Hillel

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Hillel Uses Social CRM to Connect with Jewish

College Students 

Engagement Tracking Increases More Than1,000% with Social and Mobile Applications 

http://www.informationweek.com/thebrainyard/news/social_crm/231601611/how-hillel-went-social-mobile

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München, 20. Oktober 2011

Düsseldorf, 25 Oktober 2011

http://www.sugarcrm.com/crm/de/content/social-business-roadshow-de 

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Vielen Dank

Susanne Böck 

sboeck@sugarcrm.com 

Skype: sboeck77

LinkedIn: linkedin.com/in/susanneboeck

Xing: xing.com/profile/SusanneB_Boeck

Facebook: facebook.com/susanne.boeck

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SugarCRM Inc.10050 North Wolfe Road, SW2-130

Cupertino, CA 95014, USA

SugarCRM Deutschland GmbHCrusiusstrasse 1,80538 Munich,

Germany

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