How can social business increase your sales  ibm community meeting april 2012
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How can social business increase your sales ibm community meeting april 2012

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How can Social Business increase your sales ? IBM Community Meeting, April 2012

How can Social Business increase your sales ? IBM Community Meeting, April 2012

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How can social business increase your sales  ibm community meeting april 2012 How can social business increase your sales ibm community meeting april 2012 Presentation Transcript

  • IBM Collaboration SolutionsCommunity Meeting Joyce DavisApril 2012 Community Facilitator twitter.com/jadintx © 2011 IBM Corporation
  • Join us in Lotus Greenhouse:Agenda http://ibm.co/ics-community Special intro – live from SugarCON! Social Media twitter.com/IBMSocialBiz twitter.com/IBMSocialBizUX facebook.com/IBMSocialBiz facebook.com/IBMSocialBizUX Larry Bowden Chuck Coulson Blog: ibm.com/blogs/socialbusiness IBM SugarCRM Main topic – How Can Social Business Increase As a member of the community: Your Sales?  Build business relationships  Receive recognition and visibility  Gain technical knowledge  Stay up-to-date Christopher Lamb  Influence IBMs products and IBM strategy!2 © 2011 IBM Corporation
  • Business Gets Social 2012 Replays available!  Strategy in Action: Messaging and Collaboration with Ed Brill  Mastering the Art of Social Application Development with Paul Bastide and Matt Broomhall  Your Social Business advantage: using IBM Sametime to integrate telephony, audio and video; tying people and customers together in powerful ways with David Price  Whats the Value of Social Analytics? with Pamela A. Evans  Going Social in a world of Governance, Risk Management, and Compliance (GRC) with Arthur Fontaine  Ready, Set, Go! How IBM Lotus Domino XPages Became Mobile with Eamon Muldoon and Tony McGuckin  IBM Sametime Unified Telephony Lite: Communicating with Devices with Binh Q. Nguyen To access these replays, visit: http://www.LotusUserGroup.org/VUG.3 © 2011 IBM Corporation
  • Live from SugarCON 2012!! Larry Bowden IBM Vice President Web Experience Software Chuck Coulson SugarCRM Vice President Business Development4 © 2011 IBM Corporation
  • How Can Social Business Increase Your Sales? Larry Bowden Christopher Lamb IBM Vice President, IBM Program Director, Web Experience Social CRM Software © 2011 IBM Corporation
  • The world is connected: economically, socially and technically employees customers partners Self-forming teams Leading the Becoming on-demand around fast moving conversations that define extensions of the opportunities brands enterprise6 © 2011 IBM Corporation
  • Social Business is transformative for sales, marketing andcustomer service “If companies ... interviews with could increase Nearly 9 in 10 CEOs nearly 220 CRM their customer of standout decision makers, companies, ranked adding social features retention rates by getting closer to the 5%, they could and mobile access to customer as the top CRM applications grow their profits priority, a focus for by 25% - 100%. - boosted the the future. productivity of sales Frederick - IBM Global Survey Reichheld, The people by 26.4 of CEOs 2 percent. Loyalty Effect 1 - Nucleus Research 3 1 Source: Reichheld, Frederick F., The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value, Harvard Business School Press, 2001) 2 Source: IBM Institute for Business Value, Capitalizing on Complexity: Insights from the 2010 IBM Global CEO Study, May 2010 3 Source: Nucleus Research, Market Focus Report, The Value of Mobile and Social for CRM, March 20127 © 2011 IBM Corporation
  • Chuck Coulson SugarCRM, VP, Business Development8 © 2011 IBM Corporation
  • SugarCon 2012 Social Business Track Tuesday, April 24 Wednesday, April 25 Social Selling: The IBM Social CRM Tools: What Makes Sense andTransformation, Gary Burnette, IBM What Doesn’t, om Petrocelli, ESG Social Selling: The ROI for Your Turbocharging Customer Service through Social, Team, Chris Lamb, IBM Kate Leggett, Forrester Researc Business development with the The Force Multiplier for Your Business, Dr. power of LinkedIN and Natalie Petouhoff SugarCRM, Dan Kraus, Leading Results CRM and Election 2012,Brent Next Steps In Building Social Businesses, Leary, CRM Essentials Denis Pombriant, Craig Rosenberg, Brian VellmureExpanding Your Social Business in a Global Market, Jesus Hoyos, Solvis Consulting The Science of Relationship ,Michael Wu, Lithium Technologies © 2011 IBM Corporation
  • Transform from Sales Force Automation to Social Selling Focus on management Focus on selling10 © 2011 IBM Corporation
  • Characteristics of Top Sales People Discover Engage Understand their Know experts across customers better the organization who than the help him close deals competition Reach Act Spend more time Focus on with customers opportunities that create the most profit11 © 2011 IBM Corporation
  • Discover - Understand your customers better than the competition Know what customers are talking about and what they like and dont like through sentiment analysis of social data12 © 2011 IBM Corporation
  • Engage - Apply expertise from across the organization Easy access to experts so you get customer questions answered13 © 2011 IBM Corporation
  • Engage - Apply expertise from across the organization Re-use best practices from other teams14 © 2011 IBM Corporation
  • Act - Focus on accounts and opportunities that create the most profit Use predictive analytic models to focus on the right deals and recommend the best products and pricing15 © 2011 IBM Corporation
  • Reach - Spend more time with customers Collaborate with customers remotely with a rich set of social tools16 © 2011 IBM Corporation
  • Reach - Spend more time with customers Collaborate with customers remotely with a rich set of social tools17 © 2011 IBM Corporation
  • Reach - Spend more time with customers Collaborate with customers remotely with a rich set of social tools18 © 2011 IBM Corporation
  • Reach - Spend more time with customers Collaborate with customers remotely with a rich set of social tools19 © 2011 IBM Corporation
  • IBM and SugarCRM Social Selling SoftwareComponents20 © 2011 IBM Corporation
  • Business Value Assessment  Consultative approach to calculating ROI  Four steps – Day in the life demonstration – Fact gathering – Assumptions – Math21 © 2011 IBM Corporation
  • Day in the life demonstration22 © 2011 IBM Corporation
  • Fact Gathering E x a m p le Te c h n o lo g y F ir m N u m b e r o f e m p lo y e e s 1000 N u m b e r o f s a le s p e o p le 100 A v e r a g e # d e a ls p e r y e a r 12 A v e r a g e d e a l s iz e $125K In t e r n a l D i s c o u n t R a t e fo r 10% in v e s t m e n t s P r e -t a x p r o fit m a r g in 15% A v e r a g e la b o r c o s t s V a r ie s b y r o le YT Y in c r e a s e in la b o r c o s t s 4% H a r d w a r e a n d s o ft w a r e c o s t s V a r ie s b y y e a r Plus other operational data23 © 2011 IBM Corporation
  • AssumptionsYour team makes the assumptions after seeing the demo E x a m p le Te c h n o lo g y F ir m T i m e s a v e d / d e a l f i n d i n g i n fo r m a t i o n a b o u t t h e 2 0 m in a c c o u n t d u r in g p r o g r e s s io n c y c le T im e s a v e d / d e a l fin d in g e x p e r t s a n d c o n t e n t d u r in g 2 0 m in p r o p o s a l c y c le T im e s a v e d / d e a l fin d in g e x p e r t s a n d c o n t e n t d u r in g 3 0 m in p o s t p r o p o s a l c y c le T im e s a v e d p e r d e a l r e -u s in g a b e s t p r a c t ic e s t e m p la t e 4 5 m in T im e s a v e d p e r d e a l b y c o lla b o r a t iv e ly c r e a t in g n e w 3 0 m in co n te n t A d o p t io n r a t e s V a r ie s b y y e a rYou decide if time saving results in increase revenue or costs savings24 © 2011 IBM Corporation
  • Math: Results for Example Technology Company Year 1 Year 2 Year 3 Year 4 PV Cash Flow of Project Costs ($186,909) ($40,093) ($37,098) ($37,098) PV Cash Flow of Project Benefits $75,661 $152,850 $218,854 $188,177 Net Cash Flow ($111,248) $112,758 $181,756 $151,079 Cumulative Cash Flow ($111,248) $1,510 $183,266 $334,34525 © 2011 IBM Corporation
  • Math: Results for Example Technology Company Year 1 Year 2 Year 3 Year 4 PV Cash Flow of Project Costs ($186,909) ($40,093) ($37,098) ($37,098) PV Cash Flow of Project Benefits $75,661 $152,850 $218,854 $188,177 Net Cash Flow ($111,248) $112,758 $181,756 $151,079 Cumulative Cash Flow ($111,248) $1,510 $183,266 $334,345 NPV Net Present Value of Opportunity $345,093 ROI NPV of Project Costs ($290,449) NPV of Project Benefits $635,542 ROI (IRR) 67%26 © 2011 IBM Corporation
  • Math: Results for Example Technology Company Year 1 Year 2 Year 3 Year 4 PV Cash Flow of Project Costs ($186,909) ($40,093) ($37,098) ($37,098) PV Cash Flow of Project Benefits $75,661 $152,850 $218,854 $188,177 Net Cash Flow ($111,248) $112,758 $181,756 $151,079 Cumulative Cash Flow ($111,248) $1,510 $183,266 $334,345 NPV Net Present Value of Opportunity $345,093 ROI NPV of Project Costs ($290,449) NPV of Project Benefits $635,542 ROI (IRR) 67% $ 4 0 0 ,0 0 0 C a s h flo w a n d B r e a k e v e n $ 3 0 0 ,0 0 0 $ 2 0 0 ,0 0 0 $ 1 0 0 ,0 0 0 $0 Y ear 1 Y ear 2 Y ear 3 Y ear 4 ($ 1 0 0 ,0 0 0 ) ($ 2 0 0 ,0 0 0 )27 © 2011 IBM Corporation
  • Summary  Social Business is transformative for sales, marketing and customer service  IBM and SugarCRM are investing in social business solutions  Social Selling can deliver real results by focusing on sales productivity Link to more info on Social Selling28 © 2011 IBM Corporation