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Social crm forum 2011 10 susanne boeck - from social media to social crm

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  • 1. 1
  • 2. From Social Media to Social CRM Social CRM Forum Stuttgart 22. September 2011 Susanne Böck ©2010 SugarCRM Inc. All rights reserved.
  • 3. Agenda Warum Social CRM? Was ist eigentlich Social CRM? Worin liegt der Nutzen von Social CRM? Was sind die 7 Regeln des Social CRM? Anwenderbeispiel9/23/11 ©2010 SugarCRM Inc. All rights reserved. 3
  • 4. Warum Social CRM?9/23/11 ©2010 SugarCRM Inc. All rights reserved. 4
  • 5. Was ist eigentlich Social CRM? Online Customer Communities Social Traditional Networks CRM9/23/11 ©2010 SugarCRM Inc. All rights reserved. 5
  • 6. … der Nutzer diktiert den Kundenservice…9/23/11 ©2010 SugarCRM Inc. All rights reserved. 6
  • 7. CRM hat sich zu Social CRM entwickelt Source: http://blog.getsatisfaction.com/2010/12/17/the-evolution-of-crm-v2/?view=socialstudies9/23/11 ©2010 SugarCRM Inc. All rights reserved. 7
  • 8. Worin liegt der Nutzen von Social CRM? Innovate Promote Support9/23/11 ©2010 SugarCRM Inc. All rights reserved. 8
  • 9. …Support steht weit oben auf der Wunschliste Source: http://blog.getsatisfaction.com/2010/12/17/the-evolution-of-crm-v2/?view=socialstudies9/23/11 ©2010 SugarCRM Inc. All rights reserved. 9
  • 10. CRM früher… Informationen über einen Kunden9/23/11 ©2010 SugarCRM Inc. All rights reserved. 10
  • 11. CRM heute… Info über den Kunden, vom 3. Kunden selbst bereit gestellt 1. 2.9/23/11 ©2010 SugarCRM Inc. All rights reserved. 11
  • 12. Was sind die Regeln des Social CRM?1 Die Kontrolle liegt nicht bei Ihnen2 Die Wirksamkeit anderer Marketing Kanäle nimmt ab3 “pull” und nicht “push”4 Support ist das neue Marketing5 Analytics und Controlling6 Nehmen Sie an der Konversation teil7 The web rules: don’t fight it 9/23/11 ©2010 SugarCRM Inc. All rights reserved. 12
  • 13. Anwenderbeispiel: Hillel Hillel Uses Social CRM to Connect with Jewish College Students Engagement Tracking Increases More Than 1,000% with Social and Mobile Applications http://www.informationweek.com/thebrainyard/news/social_crm/231601611/how-hillel-went-social-mobile9/23/11 ©2010 SugarCRM Inc. All rights reserved. 13
  • 14. München, 20. Oktober 2011 Düsseldorf, 25 Oktober 2011 http://www.sugarcrm.com/crm/de/content/social-business-roadshow-de9/23/11 ©2010 SugarCRM Inc. All rights reserved. 14
  • 15. Vielen Dank Susanne Böck sboeck@sugarcrm.com SugarCRM Inc. 10050 North Wolfe Road, SW2-130 Skype: sboeck77 Cupertino, CA 95014, USA LinkedIn: linkedin.com/in/susanneboeck SugarCRM Deutschland GmbH Xing: xing.com/profile/SusanneB_Boeck Crusiusstrasse 1, 80538 Munich, Facebook: facebook.com/susanne.boeck Germany9/23/11 ©2010 SugarCRM Inc. All rights reserved. 15
  • 16. 9/23/11 ©2010 SugarCRM Inc. All rights reserved. 16

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