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Social Business and Social CRM
 

Social Business and Social CRM

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Apresentação de Tom Schuster. O General Manager da SugarCRM para a região EMEA na sua intervenção demonstrou como fazer do seu negócio um negócio social - capturar dados de clientes, ...

Apresentação de Tom Schuster. O General Manager da SugarCRM para a região EMEA na sua intervenção demonstrou como fazer do seu negócio um negócio social - capturar dados de clientes, envolver-se em conversas com clientes e incrementar os seus processos internos através da utilização do Social CRM. Os participantes tiveram oportunidade de aprender como:
- Descobrir os canais de Social Media que os seus clientes estão a usar;
- Envolver-se com os clientes de forma significativa para todos;
- Capturar dados de clientes do Social Media no CRM;
- Gerar receitas e construir a reputação da marca.

Esta apresentação decorreu no dia 12 de Outubro de 2011 no Fórum Tecnológico de Lisboa, enquadrada no evento CRM Acceleration 2011, o evento dedicado ao Social CRM organizado pela DRI (www.dri.pt), Gold Partner da SugarCRM e Platinum Partner da Lithium em Portugal.

Obtenha mais informações em www.eventocrm.com

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    Social Business and Social CRM Social Business and Social CRM Presentation Transcript

    • Social Business and Social CRM Tom Schuster General Manager SugarCRM Europe, Middle East, Africa ©2011 SugarCRM Inc. All rights reserved.
    • Social Business and Social CRM AGENDA •  The business context •  The essential characteristics •  Getting started •  A live example •  Recommendation ©2011 SugarCRM Inc. All rights reserved.
    • Evolution of the CRM Landscape ©2011 SugarCRM Inc. All rights reserved.
    • Complex Social Buying Model ©2011 SugarCRM Inc. All rights reserved.
    • Put the customer at the center CRM ©2011 SugarCRM Inc. All rights reserved.
    • CustomerRelationshipManagement ©2011 SugarCRM Inc. All rights reserved.
    • CRM is about Customers ©2011 SugarCRM Inc. All rights reserved.
    • CRM is about Acquiring,Retaining and Growing Customers ©2011 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
    • Enable the sales edge INNER CORE SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING ©2011 SugarCRM Inc. All rights reserved.
    • Introducing Social CRM ©2011 SugarCRM Inc. All rights reserved.
    • CRM Made Social: Enable the customer edge SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING ©2011 SugarCRM Inc. All rights reserved.
    • Social CRM Social CRM is an extension of, not a replacement for, CRM ©2011 SugarCRM Inc. All rights reserved.
    • CRM made Simple ©2011 SugarCRM Inc. All rights reserved. 05/08/09
    • CRM Made Simple Social CRM Intuitive Open Flexible ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved.
    • Social CRMOpen Technology "   Open Systems "   Users Have Control "   Web Standards "   Reasonable, predictable cost Community "   Hundreds of Extensions "   Qualified Partners ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved. 10/16/11 ©2011 SugarCRM Inc. All rights reserved.
    • Social CRMIntuitive For Users "   Web 2.0 User Experience "   Works the Way YOU Work For Administrators "   Simple Customisation "   Seamless Upgrades ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved.
    • 360 Degree View of the CustomerCRM Activities External data sources•  Customer Support •  ERP•  Marketing •  Market Data•  Sales •  HR Specialised Tools •  Web Analysis •  Business Intelligence ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved.
    • Flexible Cloud 2.0 Social CRMRUN ANYWHERE•  Any Device•  Any Platform•  Any Cloud ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved.
    • Step 5: Provide collaboration tools Collaboration Conferencing ©2011 SugarCRM Inc. All rights reserved. 10/16/11 ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved. ©2011 SugarCRM Inc. All rights reserved.
    • ©2011 SugarCRM Inc. All rights reserved.
    • Enter Friend Details in Facebook ©2011 SugarCRM Inc. All rights reserved.
    • Add Interactions in Sugar from Facebook ©2011 SugarCRM Inc. All rights reserved.
    • Match Event Attendees with Contacts in Sugar ©2011 SugarCRM Inc. All rights reserved.
    • Contact Profile Page ©2011 SugarCRM Inc. All rights reserved.
    • Write Comments to Facebook Wall from Sugar ©2011 SugarCRM Inc. All rights reserved.
    • Link Existing Contacts to Facebook Friends ©2011 SugarCRM Inc. All rights reserved.
    • Type the names of Facebook friends ©2011 SugarCRM Inc. All rights reserved.
    • Facebook Friend Request ©2011 SugarCRM Inc. All rights reserved.
    • Entering interactions ©2011 SugarCRM Inc. All rights reserved.
    • Mobile Interactions©2011 SugarCRM Inc. All rights reserved.
    • “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 Life ©2011 SugarCRM Inc. All rights reserved.
    • 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 ©2011 SugarCRM Inc. All rights reserved.
    • Microsoft The Sweeter RoadOracleSFDC ©2011 SugarCRM Inc. All rights reserved.
    • Thank you Tom Schustertschuster@sugarcrm.com ©2011 SugarCRM Inc. All rights reserved.