How You Can Leverage Social Media to Benefit Your Entire Organization

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The convergence of social media and CRM is changing the way businesses approach and manage relationships with customers and prospects. Key to this change is a firm understanding of the benefits a social CRM strategy can provide. This session will explore how sales, customer service teams, and companies in general, can utilize the massive amounts of activity and conversations occurring on social media to drive measurable impact to the business bottom line.

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How You Can Leverage Social Media to Benefit Your Entire Organization

  1. 1. LEVERAGING SOCIAL MEDIA TO BENEFIT YOUR ORGANIZATION Mark Holder Director of Platform HootSuite @theeholder #SugarCon
  2. 2. About HootSuite 2 9+ MILLION USERS 175+COUNTRIES 1,000+ENTERPRISE CUSTOMERS 15 LANGUAGES 747FORTUNE 1000 100+ SOCIAL NETWORKS & INTEGRATIONS
  3. 3. HootSuite Ecosystem 3 HootSuite APIs BI CRM Marketing Automation Analytics HR Collaboration Compliance CMS Customer Support ERP
  4. 4. HootSuite Ecosystem • Launched Nov, 2011 • 90+ Applications • 1.5M+ Downloads • Broad Coverage – CRM – Customer Support – Marketing Automation – Deep Listening – Content Management – Collaboration 4
  5. 5. Organizations are More Social 5 Marketing IT Sales Customer Service Operations Supply chain operations Risk management Finance
  6. 6. The Social Enterprise Journey 6 SOCIAL ADVOCACY SOCIAL ORGANIZATIONSOCIAL TEAMS Source: Altimeter research • Ad hoc participation • Efforts emerge separately from the bottom up • Centralized control • Social activity reports to individual departments • Cohesive integration • Cross functional team working across multiple business units SOCIAL ADVOCACY SOCIAL TEAMS SOCIAL ORGANIZATION
  7. 7. Social Empowers the Workforce 7 Social Media Team Average # of Accounts: Reach: 1,736,079 10.4 10.1 152,646 Likes 14,709 Followers Employees: Reach: 22,236,000 111 Friends 25 Followers Social Media Team 163,500
  8. 8. Social Empowers the Individual Extraordinary customer experiences across the customer lifecycle • Widen your reach • Drive more leads • Influence buying decisions and behavior • Address customer needs and issues more quickly • Increase customer retention 8
  9. 9. Create Leads in SugarCRM from Social 9
  10. 10. Create Leads in SugarCRM from Social 10
  11. 11. Create Cases in SugarCRM from Social 11
  12. 12. Create Cases in SugarCRM from Social 12
  13. 13. THANK YOU @theeholder #SugarCon

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