Social Business und Social CRM. The Future today. Tom Schuster General Manager, SugarCRM EMEA

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1 Social Business und Social CRM The Future today Tom Schuster General Manager, SugarCRM EMEA

3 Going to the Future

4 February 2015

5 To Do So; TUI User Experience Went From This

6 To This MULTI-CHANNEL

7 And Grew Customer Interactions Customer Loyalty Transactions Revenue

8 That Future Is Closer Than Most Think Social Business Customer Centric Organisation Put the Customer in the middle

Social CRM Social CRM is an extension of, not a replacement

16 Social CRM Made Simple

17 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 1/25/ SugarCRM Inc. All rights reserved. 17

18 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 1/25/ SugarCRM Inc. All rights reserved. 18

19 Technology Open Systems Users Have Control Web Standards Reasonable, predictable cost Community Hundreds of Extensions Qualified Partners

20 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 1/25/ SugarCRM Inc. All rights reserved. 20

21 For Users Web 2.0 User Experience Works the Way YOU Work For Administrators Simple Customization Seamless Upgrades

22 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 1/25/ SugarCRM Inc. All rights reserved. 22

Data HR Product Specialised Tools Web Analysis Business

23 360 Degree View of the Customer CRM Activities Customer Support Marketing Sales INTERNAL data sources ERP Market Data HR Product Specialised Tools Web Analysis Business Intelligence Statistics External Data Sources Linked-In InsideView Hoovers

24 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 1/25/ SugarCRM Inc. All rights reserved. 24

25 SugarCRM: Run Anywhere Any Device Any Platform Any Cloud PUBLIC CLOUD PARTNER CLOUD

26 Global Reach *Sugar Private Cloud: runs on IBM SmartCloud Enterprise

27 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 1/25/ SugarCRM Inc. All rights reserved. 27

29 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 1/25/ SugarCRM Inc. All rights reserved. 29

33 Social Media Integration... back to the Future

Question: What is the Social CRM interface of the future?

35 Hillel Is Doing this Today Hillel Requirements Identify and engage students across universities in US Engage students where they live Facebook Track all interactions in one relationship management tool Results 1000% increase in student participation

36 Hillel Uses Social CRM to Connect with College Students

37 Add Students From Facebook To Sugar

38 Add additional fields before saving to Sugar

39 Enter Friends Details in Facebook

40 Add Interactions in Sugar from Facebook

41 Match Event Attendees with Contacts in Sugar

42 Student Profile Page in Sugar

43 Write Comments to Facebook Wall from Sugar Hi Kathy, would you like to attend our event?

44 Link Existing Contacts to Facebook Friends

45 Facebook Friend Request

46 Social and Mobile

47 Open Social Business Platform Mobile Cloud IBM and SugarCRM Open Social Business Platform Ecosystem Social

48 Why IBM and SugarCRM for Social Business Advantage increase customer retention attract new customers maintain competitive advantage Advantage Open collaboration among employees and with external parties social networks of choice IBM delivers social solutions that connect people both inside and outside your company IBM connects social and collaborative capabilities across all business processes IBM and SugarCRM deliver Social Business on-premise and in the cloud

IBM and SugarCRM Integrated Offerings Connections

SPSS for advanced analytics Unica for Marketing

Connections for collaboration Lotus Notes for

cloud IBM SmartCloud Enterprise Deploy on-premise

49 IBM and SugarCRM Integrated Offerings Connections LotusLive LotusNotes Integrate with Cognos for BI SPSS for advanced analytics Unica for Marketing automation LotusLive for collaboration Connections for collaboration Lotus Notes for CastIron for web integration Deploy in the cloud IBM SmartCloud Enterprise Deploy on-premise Series i Series p Series x Database DB2 Services from IBM GBS

50 Social Business und Social CRM Have a vision Choose an Open CRM System Enable a flexible, Cloud 2.0 infrastructure Integrate with all your business software applications Integrate with the social media networks used by your customers

52 Thank you Tom Schuster

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