A day in the life of a Social         Business       Marilú Tallarico       SugarCRM Italy
Social Business and Social CRM           GETTING STARTED           •  The business context           •  The essential char...
Traditional Buying Model
Marketing: Complex Social Buying Model 10/27/11   ©2011 SugarCRM Inc. All rights reserved.   4
Customer Service is Marketing 10/27/11   ©2011 SugarCRM Inc. All rights reserved.   5
Start With the Customer 10/27/11   ©2011 SugarCRM Inc. All rights reserved.   6
Put the customer at the center                                                          CRM10/27/11   ©2011 SugarCRM Inc. ...
CRM                                    Customer                                    Relationship                           ...
CRMCRM is about Customers10/27/11   ©2011 SugarCRM Inc. All rights reserved.   9
CRM is about Acquiring,           Retaining and Growing                 Customers              ©2011 SugarCRM Inc. All rig...
Enable the sales edge     INNER CORE                                   SALES EDGE          CUSTOMERS                      ...
Introducing Social CRM 10/27/11   ©2011 SugarCRM Inc. All rights reserved.   12
CRM Made Social: Enable the customer edge            SALES EDGE                                        CUSTOMERS          ...
Social CRM                                                              Social CRM is an                                  ...
CRM made Simple10/27/11   ©2011 SugarCRM Inc. All rights reserved.   15   05/08/09
CRM Made Simple                                           Social CRM                                       Intuitive      ...
6 Steps to Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and pro...
Getting started with Social CRM                            Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise...
Social CRM     Open                                                   Technology                                          ...
Getting started with Social CRM                            Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise...
Social CRMIntuitive                                           For Users                                             "   We...
Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep ...
360 Degree View of the CustomerCRM Activities                                              External data sources•  Custome...
IBM and SugarCRM: integrated offerings        LotusLive               TM        LotusNotes            SPSS 10/27/11       ...
Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep ...
SugarCRM Cloud: Run Anywhere RUN ANYWHERE •  Any Device •  Any Platform •  Any Cloud            On Site 10/27/11          ...
Expands SugarCRM’s Global Reach  Sugar On-Demand + Sugar on IBM SmartCloud Enterprise10/27/11             ©2011 SugarCRM I...
Getting started with Social CRM                            Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise...
Step 5: Provide collaboration tools           Collaboration                                         Conferencing10/27/11  ...
Getting started with Social CRM                              Social CRMStep 1: Implement an Open CRM SystemStep 2: Customi...
Twitter Feeds on Your Dashboard10/27/11    ©2011 SugarCRM Inc. All rights reserved.   31
LinkedIn Accounts10/27/11   ©2011 SugarCRM Inc. All rights reserved.   32
Google Maps integration10/27/11   ©2011 SugarCRM Inc. All rights reserved.   33
Hillel Uses Social CRM to Connect withCollege Students•  Hillel is the largest organization in the world with a   focus on...
Add additional fields before saving to Sugar  10/27/11   ©2011 SugarCRM Inc. All rights reserved.   35
Facebook Friend Request 10/27/11   ©2011 SugarCRM Inc. All rights reserved.   36
Enter Friend Details in Facebook10/27/11   ©2011 SugarCRM Inc. All rights reserved.   37
Write Comments to Facebook Wall from Sugar 10/27/11   ©2011 SugarCRM Inc. All rights reserved.   38
Mobile Interactions10/27/11   ©2011 SugarCRM Inc. All rights reserved.    39
“Our newly updated REACH database programpowered by Sugar Professional even features amobile application that allows stude...
Components of a Social CRMConferencing                                               Cloud            •             •     ...
RECOMMENDATIONS:Social Business and social CRM"   Start with the customer"   Choose an Open CRM System"   Enable a flexibl...
Microsoft                                               The Sweeter RoadOracleSFDC             ©2011 SugarCRM Inc. All rig...
Thank you      Marilú Tallaricomtallarico@sugarcrm.com
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Smau Milano 2011 Marilu Tallarico

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Un giorno nella vita di un Social Business

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Smau Milano 2011 Marilu Tallarico

  1. 1. A day in the life of a Social Business Marilú Tallarico SugarCRM Italy
  2. 2. Social Business and Social CRM GETTING STARTED •  The business context •  The essential characteristics •  Getting started •  A live example: case study •  Recommendation10/27/11 ©2011 SugarCRM Inc. All rights reserved. 2
  3. 3. Traditional Buying Model
  4. 4. Marketing: Complex Social Buying Model 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 4
  5. 5. Customer Service is Marketing 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 5
  6. 6. Start With the Customer 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 6
  7. 7. Put the customer at the center CRM10/27/11 ©2011 SugarCRM Inc. All rights reserved. 7
  8. 8. CRM Customer Relationship Management10/27/11 ©2011 SugarCRM Inc. All rights reserved. 8
  9. 9. CRMCRM is about Customers10/27/11 ©2011 SugarCRM Inc. All rights reserved. 9
  10. 10. CRM is about Acquiring, Retaining and Growing Customers ©2011 SugarCRM Inc. All rights reserved. 10 ©2009 SugarCRM Inc. All rights reserved. 05/08/0910/27/11 10
  11. 11. Enable the sales edge INNER CORE SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 11
  12. 12. Introducing Social CRM 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 12
  13. 13. CRM Made Social: Enable the customer edge SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 13
  14. 14. Social CRM Social CRM is an extension of, not a replacement for, CRM 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 14
  15. 15. CRM made Simple10/27/11 ©2011 SugarCRM Inc. All rights reserved. 15 05/08/09
  16. 16. CRM Made Simple Social CRM Intuitive Open Flexible10/27/11 ©2011 SugarCRM Inc. All rights reserved. 16
  17. 17. 6 Steps to Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 17
  18. 18. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice10/27/11 ©2011 SugarCRM Inc. All rights reserved. 18
  19. 19. Social CRM Open Technology "   Open Systems "   Users Have Control "   Web Standards: ie iPad "   Reasonable, predictable cost Community "   Hundreds of customised and tailor made Extensions "   Qualified Partners:10/27/11 ©2011 SugarCRM Inc. All rights reserved. 19
  20. 20. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice10/27/11 ©2011 SugarCRM Inc. All rights reserved. 20
  21. 21. Social CRMIntuitive For Users "   Web 2.0 User Experience "   Works the Way YOU Work For Administrators "   Simple Customisation "   Seamless Upgrades10/27/11 ©2011 SugarCRM Inc. All rights reserved. 21
  22. 22. Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 22
  23. 23. 360 Degree View of the CustomerCRM Activities External data sources•  Customer Support •  ERP•  Marketing •  Market Data•  Sales •  HR Specialised Tools •  Web Analysis •  Business Intelligence 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 23
  24. 24. IBM and SugarCRM: integrated offerings LotusLive TM LotusNotes SPSS 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 24
  25. 25. Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice10/27/11 ©2011 SugarCRM Inc. All rights reserved. 25
  26. 26. SugarCRM Cloud: Run Anywhere RUN ANYWHERE •  Any Device •  Any Platform •  Any Cloud On Site 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 26
  27. 27. Expands SugarCRM’s Global Reach Sugar On-Demand + Sugar on IBM SmartCloud Enterprise10/27/11 ©2011 SugarCRM Inc. All rights reserved. 27
  28. 28. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice10/27/11 ©2011 SugarCRM Inc. All rights reserved. 28
  29. 29. Step 5: Provide collaboration tools Collaboration Conferencing10/27/11 ©2011 SugarCRM Inc. All rights reserved. 29
  30. 30. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 30
  31. 31. Twitter Feeds on Your Dashboard10/27/11 ©2011 SugarCRM Inc. All rights reserved. 31
  32. 32. LinkedIn Accounts10/27/11 ©2011 SugarCRM Inc. All rights reserved. 32
  33. 33. Google Maps integration10/27/11 ©2011 SugarCRM Inc. All rights reserved. 33
  34. 34. Hillel Uses Social CRM to Connect withCollege Students•  Hillel is the largest organization in the world with a focus on university-age Jewish student•  Hillel serves young adults at more than 550 colleges and communities in North America, SouthAmerica, Israel, and the former Soviet Union.•  Hillel seeks to enrich the lives of Jewish undergraduate and graduate students
  35. 35. Add additional fields before saving to Sugar 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 35
  36. 36. Facebook Friend Request 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 36
  37. 37. Enter Friend Details in Facebook10/27/11 ©2011 SugarCRM Inc. All rights reserved. 37
  38. 38. Write Comments to Facebook Wall from Sugar 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 38
  39. 39. Mobile Interactions10/27/11 ©2011 SugarCRM Inc. All rights reserved. 39
  40. 40. “Our newly updated REACH database programpowered by Sugar Professional even features amobile application that allows students andprofessionals to track their interactions andrelationship-building in the fast paced andconstantly changing world in which our collegestudents live.”Wayne L. FirestonePresident, Hillel: The Foundation for JewishCampus Life10/27/11 ©2011 SugarCRM Inc. All rights reserved. 10/27/11 40 ©2011 SugarCRM Inc. All rights reserved. 40
  41. 41. Components of a Social CRMConferencing Cloud •  •  •  • Collaboration Social Tools10/27/11 ©2011 SugarCRM Inc. All rights reserved. 41
  42. 42. RECOMMENDATIONS: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 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 42
  43. 43. Microsoft The Sweeter RoadOracleSFDC ©2011 SugarCRM Inc. All rights reserved. 43 10/27/11 43
  44. 44. Thank you Marilú Tallaricomtallarico@sugarcrm.com
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