How to generate new customers with social crm
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How to generate new customers with social crm

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CRM Acceleration London, Presentation How to generate new customers with social crm, simon chapman

CRM Acceleration London, Presentation How to generate new customers with social crm, simon chapman

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How to generate new customers with social crm How to generate new customers with social crm Presentation Transcript

  • Social CRM in SugarUsing Sugar as a platform to add in extended social features...
  • The evolution of SocialCRM ...and where we are now...
  • SocialCRM – the current marketplace
  • Our Social Cloud….what are we saying…?9/14/12 ©2010 SugarCRM 9
  • SocialCRM in Sugar•  Current state of play –  Integration with Facebook –  Integration with LinkedIn –  Integration with Twitter –  Integration with InsideView –  Integration with IBM Connections –  Integration with Google... This gets me so far...but....•  Doesn‘t do sentiment tracking•  Can‘t easily post to Twitter from within Sugar•  Doesn‘t allow me to mine my contacts•  Potentially makes me need to have IBM infrastructure...•  No current in-app integration with Xing.
  • What’s possible: What are they saying about me?•  Prompts user to log in to Twitter.•  Accesses Twitter profile based on login – if not logged in before, create new trust between Twitter account and SugarCRM.•  Search parameters are passed by querystring as search terms•  Uses existing Twitter library in Javascript, so results are rolled in real- time.Why would we do this?•  Allows the ability to reply to tweets directly within Sugar.•  Analyse and respond to what people are saying in real time.•  Retweet items without the need to log in to Twitter.
  • What’s possible: Post To Twitter•  Prompts user to log in to Twitter.•  Accesses Twitter profile based on login – if not logged in before, create new trust between Twitter account and SugarCRM.•  Updates blue Connected logo once logged in.•  Write your tweet and click Tweet button.Why would we do this?•  Saves the need to log in separately to Twitter.
  • What’s possible: Mine my LinkedIn…•  Logs into LinkedIn, based on existing user session.•  Accesses user profile based on LinkedIn API key.•  Searches for specific search term in a contact profile.•  Displays matches by name, job title/headline, location, with a link to go directly to their profile on LinkedIn.Why would we do this?•  Analyse who we know and what they know•  Mine our contacts better
  • What’s possible: Facebook Friends…•  Prompts user to log in to their Facebook account.•  User gives specific permissions to access profile and friends info.•  Accesses their Facebook account via FB API using FQL.•  Queries user table and pulls out info as shown.Why would we do this?•  Access my user data to keep up to date with their FB profile.•  Get live statuses by hovering on their photos.•  Click into a profile without needing to separately log in to Facebook.
  • What’s possible: Who do I know on Xing?•  Prompts user to give Xing app permission to access their profile.•  Accesses their Xing account via Xing‘s API.•  Pulls in user‘s profile.•  Pulls in user‘s contacts, up to a paging limit of 100.Why would we do this?•  Analyse who we know and what they know•  Mine our contacts better
  • What’s possible: Upcoming events on Xing?•  Automatically grabs user‘s XingID from a logged in session.•  If not logged in, user is prompted to login.•  Accesses user‘s profile and pulls in Xing Events.Why would we do this?•  Keeping up to date with the latest events.•  Click straight through to events without logging in separately to Xing.
  • What’s possible: Twitter Followers•  Automatically grabs their Twitter ID from a Sugar field•  Accesses their Twitter account via Twitter‘s API.•  Pulls in their total followers count into a field.•  Displays their latest tweet/status update and invites you to follow them.Why would we do this?•  Determine how influential they are.•  Stimulate a conversation by talking about their latest Twitter update.
  • What’s possible: Facepiles..•  Automatically grabs their Twitter ID•  Accesses their Twitter account via Twitter‘s API.•  Pulls in their followers list, ordered by most recent follower first.•  Shows their picture, which is clickable and when clicked loads that person‘s Twitter page.Why would we do this?•  Show the kinds of people that are following this person.•  Determine how influential they are.
  • What’s possible: Where do they live?•  Integrates with Sugar‘s API•  Loads Google Maps Javascript API•  Drops pins on each matched addressed based on street address, city, postal code and country.•  Shows three most recent customers.Why would we do this?•  Demographics analysis•  Customer clustering
  • DemonstrationShow me some social stuff…!