Social CRM integrates CRM systems with social media to enable more meaningful customer interactions. It allows businesses to deepen customer relationships through social listening, marketing, and support. Sage CRM offers social media integration with LinkedIn, Twitter, Facebook, and Yammer to help sales, marketing and support teams improve processes and enhance customer engagement.

1. Social CRM
Changing the way
we do business.
Social CRM > Changing the way you do Business 1

2. Social CRM > Changing the way you do Business 2
Contents
What is CRM?
What is Social Media?
What is Social CRM?
Why use Social CRM?
Moving from traditional CRM to Social CRM
Sage CRM Social Media Integration

3. What is…
CRM?
CRM is…
more than just a software application. It is a
business solution for all customer-centric
processes.
It covers every interaction with customers
across the entire business. It improves
internal business processes, enables
closer management of new and existing
customer relationships, increases
revenues, decreases inefficiencies and
provides management with timely and
reliable insights to guide decisions.
Social CRM > Changing the way you do Business 3

4. What is…
Social Media?
Social Media is….
the means by which people create, share, discuss,
and exchange content and opinions online.
Social media includes all forms of „user generated‟
content, from communication applications like
Facebook, Twitter, Google+ and LinkedIn to
collaborative sites like Wikipedia, blogging tools
like WordPress, image sharing sites like Pinterest,
presentation sharing sites like SlideShare and
multimedia services such as YouTube.
“Within three to five years social media will be
second only to face-to-face communication as the
primary way of connecting with customers.”
Source: IBM Global CEO Study
http://www-935.ibm.com/services/us/en/c-suite/ceostudy2012/
Social CRM > Changing the way you do Business 4

5. What is…
Social CRM?
Social CRM is
“a philosophy and a business strategy,
supported by a technology platform,
business rules, workflow, processes and
social characteristics, designed to
engage the customer in a collaborative
conversation in order to provide mutually
beneficial value in a trusted and
transparent business environment.”
Social CRM integrates your CRM system
with key social networks, enabling you to
deepen your relationships with customers
through more meaningful interactions.
Source: Paul Greenberg (2009),
http://the56group.typepad.com/pgreenblog/
Social CRM > Changing the way you do Business 5

6. Why use…
Social CRM
Social CRM > Changing the way you do Business 6
Owner Managers &
CEOs
“I am an opinion
leader with a
thorough knowledge
of my industry. I want
to raise awareness.”
Customer Service
“I want to help
customers solve their
problems… I want to
share tips and tricks
with customers.”
Sales
“I want new tools to
help me identify
sales prospects and
progress sales
leads.”
Marketing
Professionals
“I need channels in
which to place our
content, and
therefore build
traffic… I want to
know what the public
is saying about us.”

7. Moving from…
Traditional to Social CRM
Many businesses are now realising the full
potential of social media and how it can be
used to enhance their marketing
communications, sales insights and
customer service offerings.
By integrating Social Media into your CRM
system, your sales, marketing and customer
service departments can become more
customer-centric and communications
focused.
Social CRM > Changing the way you do Business 7

8. How Social CRM…
Can Improve the Sales Process
• With instant access to Social Media
channels from within your CRM
system, your sales teams are equipped
with more relevant customer information
from online conversations, web analytics
and existing CRM history.
• CRM solutions like Sage CRM allow you
to save the contents of a Twitter
conversation as a note in your Sage
CRM database so you have access to an
archive of online conversations with
customers and prospects.
Social CRM > Changing the way you do Business 8

9. How Social CRM…
Can Improve the Marketing Process
• Social CRM can help marketing become
a two-way, collaborative process.
Marketing teams can now meet
prospects early on in the sales cycle and
connect with them through real-time
listening and monitoring of online
conversations.
• With Sage CRM for Twitter you can
quickly and easily start marketing
campaigns to launch products or
promotions and track the response to
these campaigns in your CRM system in
real-time.
.
Social CRM > Changing the way you do Business 9

10. How Social CRM…
Can Improve Customer Support
• By integrating Social CRM into your
customer support strategy you can
improve the speed of responding to
customer complaints and increase the
level of trust in your brand through
transparent exposure to the online world.
• With Sage CRM for Twitter you can post
or reply directly to a customer query
tweet from within Sage CRM. By
answering a tweet from one customer,
you may actually be answering a query
for a number of customers.
Social CRM > Changing the way you do Business 10

11. Sage CRM…
Social Media Integration
• Sage CRM integrates with key social
media applications to enable users to
engage with prospects and customers in
a collaborative manner in order to
generate leads, foster loyalty, build
customer retention and increase revenue.
• Sage CRM‟s integration with LinkedIn
enables you to research prospects and
connect with customers from within your
Sage CRM system.
• Sage CRM for Twitter enables you
to view and manage Twitter feeds all from
within Sage CRM.
• Sage CRM‟s integration with
Facebook enables you to research
prospects and connect with customers
from within your Sage CRM system.
• Sage CRM Business Collaboration
powered by Yammer can drive employee
productivity and knowledge exchange.
Social CRM > Changing the way you do Business 11

12. Sage CRM…
For Twitter
• Sage CRM for Twitter enables you to
promote new products or offers,
communicate with customers and
prospects and monitor tweets all from
within your Sage CRM screen.
• Sage CRM for Twitter enables you to
track and respond to Twitter
communications in real time. You can
post or reply directly to a Tweet from
within Sage CRM and view Twitter feeds
for specific companies and in turn save
the contents of those tweets to notes
within Sage CRM.
Social CRM > Changing the way you do Business 12

13. Sage CRM…
For LinkedIn
• Sage CRM for LinkedIn enables you to
directly access LinkedIn from your
Interactive Dashboard. From here, you
can build a professional network of
prospects, customers and partners.
• LinkedIn can provide you with a wealth of
information on existing customers and
prospects to help you develop further
sales opportunities.
Social CRM > Changing the way you do Business 13

14. Sage CRM…
For Facebook
• Sage CRM for Facebook enables you to
gain customer insights from Facebook
and create a complete picture of
customer and prospect interactions,
without leaving Sage CRM.
• Sage CRM for Facebook brings
customers‟ Facebook profiles inside your
CRM account allowing you to easily view
company and individual Facebook
details.
Social CRM > Changing the way you do Business 14

15. Sage CRM…
Business Collaboration
• Business collaboration across teams
using Sage CRM is made possible
through social-style collaboration
powered by Yammer.
• You can collaborate with Yammer groups
and across records, and discuss and
collaborate on these records. This makes
business conversations concerning
opportunities, leads and support cases
more social and transparent, providing
greater visibility for all employees.
Social CRM > Changing the way you do Business 15

16. 16
Find out how you can
unlock value in every
conversation with Social
CRM for Sage CRM
Watch Video Download Datasheet

17. 17
See for yourself the
difference that
Sage CRM could make
to your business
www.sagecrm.com
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