Social Business und Social CRM The Future today Tom Schuster General Manager, SugarCRM EMEA
Social Business STARTING THE FUTURE, TODAY The essential characteristics Getting started A live example Recommendation 1/25/2012 2011 SugarCRM Inc. All rights reserved. 2
Going to the Future
February 2015
To Do So; TUI User Experience Went From This
To This MULTI-CHANNEL
And Grew Customer Interactions Customer Loyalty Transactions Revenue
That Future Is Closer Than Most Think Social Business Customer Centric Organisation Put the Customer in the middle
CRM Customer Relationship Management 1/25/2012 2011 SugarCRM Inc. All rights reserved. 9
CRM is about Acquiring, Retaining and Growing Customers 1/25/2012 2011 SugarCRM Inc. All rights reserved. 10 10 05/08/09 2009 SugarCRM Inc. All rights reserved.
Enable the sales edge INNER CORE SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING 1/25/2012 2011 SugarCRM Inc. All rights reserved. 11
Introducing Social CRM 1/25/2012 2011 SugarCRM Inc. All rights reserved. 12
CRM Made Social: Enable the customer edge SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING 1/25/2012 2011 SugarCRM Inc. All rights reserved. 13
Social CRM Social CRM is an extension of, not a replacement for, CRM 1/25/2012 2011 SugarCRM Inc. All rights reserved. 14
Successful CRM is CRM made Simple 1/25/2012 2011 SugarCRM Inc. All rights reserved. 15 05/08/09
Social CRM Made Simple
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 1/25/2012 2011 SugarCRM Inc. All rights reserved. 17
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 1/25/2012 2011 SugarCRM Inc. All rights reserved. 18
Technology Open Systems Users Have Control Web Standards Reasonable, predictable cost Community Hundreds of Extensions Qualified Partners
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 1/25/2012 2011 SugarCRM Inc. All rights reserved. 20
For Users Web 2.0 User Experience Works the Way YOU Work For Administrators Simple Customization Seamless Upgrades
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 1/25/2012 2011 SugarCRM Inc. All rights reserved. 22
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
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 1/25/2012 2011 SugarCRM Inc. All rights reserved. 24
SugarCRM: Run Anywhere Any Device Any Platform Any Cloud PUBLIC CLOUD PARTNER CLOUD
Global Reach *Sugar Private Cloud: runs on IBM SmartCloud Enterprise
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 1/25/2012 2011 SugarCRM Inc. All rights reserved. 27
Step 5: Provide collaboration tools Collaboration Conferencing 1/25/2012 2011 SugarCRM Inc. All rights reserved. 28
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 1/25/2012 2011 SugarCRM Inc. All rights reserved. 29
Twitter Feeds on Your Dashboard 1/25/2012 2011 SugarCRM Inc. All rights reserved. 30
LinkedIn Accounts 1/25/2012 2011 SugarCRM Inc. All rights reserved. 31
1/25/2012 2011 SugarCRM Inc. All rights reserved. 32 Google Maps integration
Social Media Integration... back to the Future
Question: What is the Social CRM interface of the future? Answer: The social networking site of choice combined with An open CRM system 1/25/2012 2011 SugarCRM Inc. All rights reserved. 34
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
Hillel Uses Social CRM to Connect with College Students
Add Students From Facebook To Sugar
Add additional fields before saving to Sugar
Enter Friends Details in Facebook
Add Interactions in Sugar from Facebook
Match Event Attendees with Contacts in Sugar
Student Profile Page in Sugar
Write Comments to Facebook Wall from Sugar Hi Kathy, would you like to attend our event?
Link Existing Contacts to Facebook Friends
Facebook Friend Request
Social and Mobile
Open Social Business Platform Mobile Cloud IBM and SugarCRM Open Social Business Platform Ecosystem Social
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 LotusLive LotusNotes Integrate with Cognos for BI SPSS for advanced analytics Unica for Marketing automation LotusLive for collaboration Connections for collaboration Lotus Notes for email 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
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
Microsoft Oracle SFDC The Sweeter Road 1/25/2012 2011 SugarCRM Inc. All rights reserved. 51 51
Thank you Tom Schuster tschuster@sugarcrm.com