CRM Acceleration London, Presentation How to generate new customers with social crm, simon chapman

1. Social CRM in Sugar
Using Sugar as a platform to add in
extended social features...

2. The evolution of SocialCRM
...and where we are now...

3. SocialCRM – the current marketplace

9. Our Social Cloud….what are we saying…?
9/14/12 ©2010 SugarCRM 9

10. SocialCRM in Sugar
• Current state of play
– Integration with Facebook
– Integration with LinkedIn
– Integration with Twitter
– Integration with InsideView
– Integration with IBM Connections
– Integration with Google...
This gets me so far...but....
• Doesn‘t do sentiment tracking
• Can‘t easily post to Twitter from within Sugar
• Doesn‘t allow me to mine my contacts
• Potentially makes me need to have IBM infrastructure...
• No current in-app integration with Xing.

11. What’s possible: What are they saying about me?
• Prompts user to log in to Twitter.
• Accesses Twitter profile based on login – if not logged in before, create
new trust between Twitter account and SugarCRM.
• Search parameters are passed by querystring as search terms
• Uses existing Twitter library in Javascript, so results are rolled in real-
time.
Why would we do this?
• Allows the ability to reply to
tweets directly within Sugar.
• Analyse and respond to what
people are saying in real time.
• Retweet items without the need
to log in to Twitter.

12. What’s possible: Post To Twitter
• Prompts user to log in to Twitter.
• Accesses Twitter profile based on login – if not logged in before, create
new trust between Twitter account and SugarCRM.
• Updates blue Connected logo once logged in.
• Write your tweet and click Tweet button.
Why would we do this?
• Saves the need to log in
separately to Twitter.

13. What’s possible: Mine my LinkedIn…
• Logs into LinkedIn, based on existing user session.
• Accesses user profile based on LinkedIn API key.
• Searches for specific search term in a contact profile.
• Displays matches by name, job title/headline, location, with a link to go
directly to their profile on LinkedIn.
Why would we do this?
• Analyse who we know and what
they know
• Mine our contacts better

14. What’s possible: Facebook Friends…
• Prompts user to log in to their Facebook account.
• User gives specific permissions to access profile and friends info.
• Accesses their Facebook account via FB API using FQL.
• Queries user table and pulls out info as shown.
Why would we do this?
• Access my user data to keep
up to date with their FB profile.
• Get live statuses by hovering
on their photos.
• Click into a profile without needing
to separately log in to Facebook.

15. What’s possible: Who do I know on Xing?
• Prompts user to give Xing app permission to access their profile.
• Accesses their Xing account via Xing‘s API.
• Pulls in user‘s profile.
• Pulls in user‘s contacts, up to a paging limit of 100.
Why would we do this?
• Analyse who we know and
what they know
• Mine our contacts better

16. What’s possible: Upcoming events on Xing?
• Automatically grabs user‘s XingID from a logged in session.
• If not logged in, user is prompted to login.
• Accesses user‘s profile and pulls in Xing Events.
Why would we do this?
• Keeping up to date with the
latest events.
• Click straight through to
events without logging in
separately to Xing.

17. What’s possible: Twitter Followers
• Automatically grabs their Twitter ID from a Sugar field
• Accesses their Twitter account via Twitter‘s API.
• Pulls in their total followers count into a field.
• Displays their latest tweet/status update and invites you to follow them.
Why would we do this?
• Determine how influential they are.
• Stimulate a conversation by talking about their latest Twitter update.

18. What’s possible: Facepiles..
• Automatically grabs their Twitter ID
• Accesses their Twitter account via Twitter‘s API.
• Pulls in their followers list, ordered by most recent follower first.
• Shows their picture, which is clickable and when clicked loads that
person‘s Twitter page.
Why would we do this?
• Show the kinds of people that are following this person.
• Determine how influential they are.

19. What’s possible: Where do they live?
• Integrates with Sugar‘s API
• Loads Google Maps Javascript API
• Drops pins on each matched addressed based on street address, city,
postal code and country.
• Shows three most recent customers.
Why would we do this?
• Demographics analysis
• Customer clustering

20. Demonstration
Show me some social stuff…!