New Rules of Social Business          Clint Oram
#pardot2012#sugarcrm
About Me           •  CTO & Co-Founder,              SugarCRM Inc.           •  @sugarclint           •  clint@sugarcrm.co...
About SugarCRM         •  Business            –  Leading provider of Open Source CRM Software            –  Founded April ...
CRM
CRM  CRM empowers you to gain and retain customers
CRM  CRM empowers you to gain and retain customers    by providing greater     visibility into sales,  marketing and suppo...
CRM •  Enables collaboration •  Provides visibility •  Gives financial    predictability •  Boost revenue •  Leverages exi...
Social CRM        Social CRM is an     extension of CRM, not a      replacement for CRM
Social CRM"CRM is a philosophy & a business strategy, supported by atechnology platform, business rules, workflow, process...
Change
Change: Egypt’s Facebook Revolution
Change: Occupy Wall Street Revolution
Change: Customers Believe Customers           Not Companies!
Change: Traditional Marketing Funnelsource: Forrester Research, Inc
Change: New Marketing Funnelsource: Forrester Research, Inc
Change: Social is Changing Business
The New Rules
Rule #1: You Are Not In Control
Customers Manage You
Rule #2: Traditional Marketing is Declining                                               Growth of Marketing Spend Over N...
How People Connect with Companies                   Inbound                   Permission                   Customer-Driven...
Rule #3: Customer Service IS Marketing
The Ultimate Question
Rule #4: Join the Conversation
Interact Via Social Media  “85% of respondents believe  companies should not just present  information via social media, b...
Rule #5: Integrate People with TechnologySydney restaurant replaces menus with iPadshttp://www.redmondpie.com/sydney-resta...
Evolution
How to get started?
Complicated
What are your pain points?                                                   Marketing                  Issue            B...
Start with Inbound Marketing
CRM for EVERYONE      See you in New York for SugarCon 2013!
Thank You   @sugarclintlinkedin/clintoram    @sugarcrmfacebook/sugarcrm
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Pardot Elevate 2012 - The First Five Steps to Social Inbound Marketing

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Social is a hot topic in today’s business world. However, many don’t know what it is or how to engage with it. This session will walk you through an overview of today’s social technologies and how to get started with the basics.

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Pardot Elevate 2012 - The First Five Steps to Social Inbound Marketing

  1. 1. New Rules of Social Business Clint Oram
  2. 2. #pardot2012#sugarcrm
  3. 3. About Me •  CTO & Co-Founder, SugarCRM Inc. •  @sugarclint •  clint@sugarcrm.com •  slideshare.net/sugarclint
  4. 4. About SugarCRM •  Business –  Leading provider of Open Source CRM Software –  Founded April 2004 –  HQ in Cupertino, California •  Market Traction –  Award winning products –  3rd largest global CRM provider by users –  1M+ users; 80,000+ organizations •  World’s Fastest Growing CRM Company –  73%+ billings growth 1H 2012 over 1H 2011 –  > 10 Million downloads –  2,500+ new customers in last 12 months in 80+ countries
  5. 5. CRM
  6. 6. CRM CRM empowers you to gain and retain customers
  7. 7. CRM CRM empowers you to gain and retain customers by providing greater visibility into sales, marketing and support so you can deliver an excellent customer experience
  8. 8. CRM •  Enables collaboration •  Provides visibility •  Gives financial predictability •  Boost revenue •  Leverages existing technology investment
  9. 9. Social CRM Social CRM is an extension of CRM, not a replacement for CRM
  10. 10. Social CRM"CRM is a philosophy & a business strategy, supported by atechnology platform, business rules, workflow, processes &social characteristics, designed to engage thecustomer in a collaborative conversation in orderto provide mutually beneficial value in a trusted &transparent business environment. Its the companysresponse to the customers ownership of theconversation."
  11. 11. Change
  12. 12. Change: Egypt’s Facebook Revolution
  13. 13. Change: Occupy Wall Street Revolution
  14. 14. Change: Customers Believe Customers Not Companies!
  15. 15. Change: Traditional Marketing Funnelsource: Forrester Research, Inc
  16. 16. Change: New Marketing Funnelsource: Forrester Research, Inc
  17. 17. Change: Social is Changing Business
  18. 18. The New Rules
  19. 19. Rule #1: You Are Not In Control
  20. 20. Customers Manage You
  21. 21. Rule #2: Traditional Marketing is Declining Growth of Marketing Spend Over Next 2-3 Years Decline Grow -100% -80% -60% -40% -20% 0% 20% 40% 60% 80% -5% 67%Social Media   -11% 64%Digital and Online  Public Relations   -5% 61%Direct Marketing   -8% 58%Data Analysis   -5% 58%Marketing Collateral   -14% 57%Paid Search   -10% 48%Events   -19% 45%Print   -67% 14%TV and Radio   -74% 9%Out-of-Home   -35% 8% Source: Booz & Company’s B2B Marketing Survey 2010
  22. 22. How People Connect with Companies Inbound Permission Customer-DrivenOutboundInterruptionVendor-Driven
  23. 23. Rule #3: Customer Service IS Marketing
  24. 24. The Ultimate Question
  25. 25. Rule #4: Join the Conversation
  26. 26. Interact Via Social Media “85% of respondents believe companies should not just present information via social media, but use it to interact and become more engaged with them.” - Cone Inc Report: “Social Media in Business”
  27. 27. Rule #5: Integrate People with TechnologySydney restaurant replaces menus with iPadshttp://www.redmondpie.com/sydney-restaurant-uses-ipad-as-a-menu-card/
  28. 28. Evolution
  29. 29. How to get started?
  30. 30. Complicated
  31. 31. What are your pain points? Marketing Issue Brand Escalation Protection Community Thought Support LeadershipSupport Knowledge Sharing Social Demand Generation Content Customer Sharing Engagement Customer Profile Sales
  32. 32. Start with Inbound Marketing
  33. 33. CRM for EVERYONE See you in New York for SugarCon 2013!
  34. 34. Thank You @sugarclintlinkedin/clintoram @sugarcrmfacebook/sugarcrm

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