Social Business and Social CRM

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Apresentação de Tom Schuster. O General Manager da SugarCRM para a região EMEA na sua intervenção demonstrou como fazer do seu negócio um negócio social - capturar dados de clientes, envolver-se em conversas com clientes e incrementar os seus processos internos através da utilização do Social CRM. Os participantes tiveram oportunidade de aprender como:
- Descobrir os canais de Social Media que os seus clientes estão a usar;
- Envolver-se com os clientes de forma significativa para todos;
- Capturar dados de clientes do Social Media no CRM;
- Gerar receitas e construir a reputação da marca.

Esta apresentação decorreu no dia 12 de Outubro de 2011 no Fórum Tecnológico de Lisboa, enquadrada no evento CRM Acceleration 2011, o evento dedicado ao Social CRM organizado pela DRI (www.dri.pt), Gold Partner da SugarCRM e Platinum Partner da Lithium em Portugal.

Obtenha mais informações em www.eventocrm.com

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Social Business and Social CRM

  1. 1. Social Business and Social CRM Tom Schuster General Manager SugarCRM Europe, Middle East, Africa ©2011 SugarCRM Inc. All rights reserved.
  2. 2. Social Business and Social CRM AGENDA •  The business context •  The essential characteristics •  Getting started •  A live example •  Recommendation ©2011 SugarCRM Inc. All rights reserved.
  3. 3. Evolution of the CRM Landscape ©2011 SugarCRM Inc. All rights reserved.
  4. 4. Complex Social Buying Model ©2011 SugarCRM Inc. All rights reserved.
  5. 5. Put the customer at the center CRM ©2011 SugarCRM Inc. All rights reserved.
  6. 6. CustomerRelationshipManagement ©2011 SugarCRM Inc. All rights reserved.
  7. 7. CRM is about Customers ©2011 SugarCRM Inc. All rights reserved.
  8. 8. CRM is about Acquiring,Retaining and Growing Customers ©2011 SugarCRM Inc. All rights reserved. ©2009 SugarCRM Inc. All rights reserved. 05/08/09
  9. 9. Enable the sales edge INNER CORE SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING ©2011 SugarCRM Inc. All rights reserved.
  10. 10. Introducing Social CRM ©2011 SugarCRM Inc. All rights reserved.
  11. 11. CRM Made Social: Enable the customer edge SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING ©2011 SugarCRM Inc. All rights reserved.
  12. 12. Social CRM Social CRM is an extension of, not a replacement for, CRM ©2011 SugarCRM Inc. All rights reserved.
  13. 13. CRM made Simple ©2011 SugarCRM Inc. All rights reserved. 05/08/09
  14. 14. CRM Made Simple Social CRM Intuitive Open Flexible ©2011 SugarCRM Inc. All rights reserved.
  15. 15. 6 Steps to Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.
  16. 16. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.
  17. 17. Social CRMOpen Technology "   Open Systems "   Users Have Control "   Web Standards "   Reasonable, predictable cost Community "   Hundreds of Extensions "   Qualified Partners ©2011 SugarCRM Inc. All rights reserved.
  18. 18. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved. 10/16/11 ©2011 SugarCRM Inc. All rights reserved.
  19. 19. Social CRMIntuitive For Users "   Web 2.0 User Experience "   Works the Way YOU Work For Administrators "   Simple Customisation "   Seamless Upgrades ©2011 SugarCRM Inc. All rights reserved.
  20. 20. Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.
  21. 21. 360 Degree View of the CustomerCRM Activities External data sources•  Customer Support •  ERP•  Marketing •  Market Data•  Sales •  HR Specialised Tools •  Web Analysis •  Business Intelligence ©2011 SugarCRM Inc. All rights reserved.
  22. 22. Getting started with Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.
  23. 23. Flexible Cloud 2.0 Social CRMRUN ANYWHERE•  Any Device•  Any Platform•  Any Cloud ©2011 SugarCRM Inc. All rights reserved.
  24. 24. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved.
  25. 25. Step 5: Provide collaboration tools Collaboration Conferencing ©2011 SugarCRM Inc. All rights reserved. 10/16/11 ©2011 SugarCRM Inc. All rights reserved.
  26. 26. Getting started with Social CRM Social CRMStep 1: Implement an Open CRM SystemStep 2: Customise the user interface and processesStep 3: Integrate the essential back end systemsStep 4: Implement a flexible infrastructureStep 5: Provide collaboration toolsStep 6: Use the Social Tools of choice ©2011 SugarCRM Inc. All rights reserved. ©2011 SugarCRM Inc. All rights reserved.
  27. 27. ©2011 SugarCRM Inc. All rights reserved.
  28. 28. Enter Friend Details in Facebook ©2011 SugarCRM Inc. All rights reserved.
  29. 29. Add Interactions in Sugar from Facebook ©2011 SugarCRM Inc. All rights reserved.
  30. 30. Match Event Attendees with Contacts in Sugar ©2011 SugarCRM Inc. All rights reserved.
  31. 31. Contact Profile Page ©2011 SugarCRM Inc. All rights reserved.
  32. 32. Write Comments to Facebook Wall from Sugar ©2011 SugarCRM Inc. All rights reserved.
  33. 33. Link Existing Contacts to Facebook Friends ©2011 SugarCRM Inc. All rights reserved.
  34. 34. Type the names of Facebook friends ©2011 SugarCRM Inc. All rights reserved.
  35. 35. Facebook Friend Request ©2011 SugarCRM Inc. All rights reserved.
  36. 36. Entering interactions ©2011 SugarCRM Inc. All rights reserved.
  37. 37. Mobile Interactions©2011 SugarCRM Inc. All rights reserved.
  38. 38. “Our newly updated REACH database programpowered by Sugar Professional even features amobile application that allows students andprofessionals to track their interactions andrelationship-building in the fast paced andconstantly changing world in which our collegestudents live.”Wayne L. FirestonePresident, Hillel: The Foundation for JewishCampus Life ©2011 SugarCRM Inc. All rights reserved.
  39. 39. Social Business and social CRM"   Start with the customer"   Choose an Open CRM System"   Enable a flexible, Cloud 2.0 infrastructure"   Integrate Collaboration and conferencing"   Allow Users to use their social tools of choice ©2011 SugarCRM Inc. All rights reserved.
  40. 40. Microsoft The Sweeter RoadOracleSFDC ©2011 SugarCRM Inc. All rights reserved.
  41. 41. Thank you Tom Schustertschuster@sugarcrm.com ©2011 SugarCRM Inc. All rights reserved.

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