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Creating Exceptional Customer
Experiences with Social CRM
Christopher Crummey
Worldwide Director of Sales for Social Business
and Exceptional Digital Experience at IBM
Clint Oram
C...
Agenda
 Engaging Customer 2.0 and the benefits of being customer-centric
 Creating a consistent client experience from a...
Scott Taback
Vice President of Business Development
Highland Solutions
Source: SugarCRM/Harris Interactive Survey 2012
80% more likely to try new things 
based on friends suggestions 
63%
searc...
55%of B2B survey
respondents search
for information on
SOCIAL MEDIA
70%
of the buyer’s
journey is complete
before it gets ...
SAVO Sales Enablement Industry Benchmark Study
“We believe more [companies] will adopt a Social CRM
approach as their programs mature and they make use of
enabling techn...
On Social CRM
Customer Relationship
Management is a technology
platform that enables businesses
to centralize client accou...
Social CRM Impact
 Collaborative selling environment
 Sharing of best practices, etc.
 Holistic view of client interact...
Clint Oram
Co-founder and CTO
SugarCRM
Customer, Employee, Partner, Supplier, Investorexperiences
Customer, Employee, Partner, Supplier, Investorexperiences
Finding, Learning, Buying, Asking, Paying, Using
Marketing, Sel...
Customer, Employee, Partner, Supplier, Investorexperiences
Finding, Learning, Buying, Asking, Paying, Using
Marketing, Sel...
Customer, Employee, Partner, Supplier, Investorexperiences
Finding, Learning, Buying, Asking, Paying, Using
Marketing, Sel...
Customer, Employee, Partner, Supplier, Investorexperiences
Finding, Learning, Buying, Asking, Paying, Using
Marketing, Sel...
Our Focus: Innovation and Value
Sugar UX™
 Designed for the individual
 Ubiquitous experience on all devices
 Relevant ...
Sugar Innovation and Value Extends to 
IBM Collaboration Environments
• Integrated user experience between 
Sugar, Notes, ...
Happy CustomersHappy Employees
= More Business!
[Title]
IBM’s Social Business Transformation
@ccrummey
DIGITAL IBMer
SALESCONNECT
DAY IN THE LIFE
The Digital IBMer
SOCIAL IS ORGANIC, LIVING &
BREATHING
EXPERTISE
LOCATION
WISDOM OF
THE
CROWDS
SPEED
ENGAGED
EMPLOYEES
CUSTOMERS
ATTRACT
MA...
SalesConnect
Notes Client Integration
Expertise Location
Integration
Social + Analytics Integration
Social + Analytics Integration
Mobile Integration
Hootsuite Integrated with Connections & SugarCRM
Laurence Leong
Senior Director of Strategic Partner Marketing
SugarCRM
 SugarCRM works seamlessly with IBM Connections, Notes, and 
SmartCloud for Social Business to provide a complete social ...
Home Value Campaign call script.docx
Home Value Campaign call script.docx
Anna Bauer
Anna Bauer - Contacts
Anna Bauer
Anna Bauer - Contacts
 SugarCRM + IBM provides a complete social CRM solution
– Designed for the individual
– Presents the right information, i...
 SugarCRM Connector for IBM Connections
– Files, projects and tasks, updates, discussions, community integration
– NEW su...
Join us at SugarCon
April 28 – May 1, San Francisco
 The premier event for SugarCRM customers, users and partners.
 If y...
Right now, think:
 How much time do you spend performing basic tasks?
 How many systems do you access to gain a holistic...
Christopher Crummey
IBM
@ccrummey
ibm.com
Clint Oram
SugarCRM
@sugarclint
sugarcrm.com
Scott Taback
Highland Solutions
@ts...
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]
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Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]

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Creating Exceptional Customer Experiences with Social CRM.

Delivering exceptional experiences for your clients is essential to your business' growth. Empower your entire organization—from customer-facing employees to senior management—to create relevant communications, dependable expectations and deeper relationships. Companies on the leading edge of social business understand that the role of the customer is not only critical but also changing.

In this webcast, business leaders from IBM, SugarCRM and Highland Solutions will discuss the rise of informed Customer 2.0, the client experience imperative and the evolution of customer-focused, social CRM technologies. Woven into the fabric of the client experience, these technologies provide organizations with the capabilities to access and synthesize valuable external research and internal information, leading to consistent client conversations and ultimately expanded engagements and brand loyalty.


Highlights
-Scott Taback, Vice President of Business Development at Highland Solutions, will discuss the changing customer profile (Customer 2.0) and the benefits of being a customer-centric organization. Additionally, he will talk about the importance of creating a consistent client experience from administration to sales, enabled by integrated social business technologies.

-Clint Oram, co-founder and CTO of SugarCRM, will discuss how SugarCRM enables every customer-facing professional--every seller, every customer service rep--with the tools to effectively build customer relationships. He will also speak to why CRM is the cornerstone of a client-focused organization, enabling them to provide a unique and differentiated customer experience from every phone call to every visit to the store.

-Christopher Crummey, Worldwide Director of Sales for Social Business and Exceptional Digital Experience at IBM, will talk about how IBM sellers use social CRM to delight their customers. He will also discuss the latest in SugarCRM integrations to IBM Connections, IBM Notes and IBM SmartCloud for Social Business.

-Laurence Leong, Senior Director of Strategic Partner Marketing at SugarCRM, will discuss new SugarCRM integrations for IBM Connections, IBM Notes and IBM SmartCloud for Social Business.


Key Takeaways
In this webinar, we will discuss:
-Engaging Customer 2.0 and the benefits of being customer-centric
-Creating a consistent client experience from administration to sales
-Empowering employees with integrated social business technology
-Putting the "i" in CRM (hint: it's about the individual)
-A Day in the Life of the Digital IBMer using Social CRM
-IBM’s initiatives to meet customer needs in the social business space
-New SugarCRM integrations for IBM Connections, Notes and SmartCloud for Social Business
-How IBM, SugarCRM and Highland Solutions can create value for your clients leveraging social business technologies

Published in: Business, Technology
  • The benefits of consistently collecting, analyzing, and acting on data are basically indisputable at this point in modern business evolution. https://www.youtube.com/watch?v=oyHrCeVFHW4
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Creating Exceptional Customer Experiences with Social CRM [IBM, SugarCRM and Highland Solutions]

  1. 1. Creating Exceptional Customer Experiences with Social CRM
  2. 2. Christopher Crummey Worldwide Director of Sales for Social Business and Exceptional Digital Experience at IBM Clint Oram Co-founder and Chief Technology Officer of SugarCRM Scott Taback Vice President of Business Development at Highland Solutions Laurence Leong Senior Director of Strategic Partner Marketing at SugarCRM
  3. 3. Agenda  Engaging Customer 2.0 and the benefits of being customer-centric  Creating a consistent client experience from administration to sales  Putting the "i" in CRM (hint: it's about the individual)  Empowering employees with integrated social business technology  A Day in the Life of the Digital IBMer using Social CRM  IBM’s initiatives to meet customer needs in the social business space  New SugarCRM integrations for IBM Connections, Notes and SmartCloud for Social Business  How IBM, SugarCRM and Highland Solutions can create value for your clients leveraging social business technologies
  4. 4. Scott Taback Vice President of Business Development Highland Solutions
  5. 5. Source: SugarCRM/Harris Interactive Survey 2012 80% more likely to try new things  based on friends suggestions  63% search online to connect with  people with similar issues to  get answers 41% expect a reply within one hour  when they connect online with  a brand 60% expect to interact with other  customers when they like a  brand on Facebook
  6. 6. 55%of B2B survey respondents search for information on SOCIAL MEDIA 70% of the buyer’s journey is complete before it gets to sales Business.com Study
  7. 7. SAVO Sales Enablement Industry Benchmark Study
  8. 8. “We believe more [companies] will adopt a Social CRM approach as their programs mature and they make use of enabling technologies that integrate traditional customer data with data captured via social media.” ‐IBM Social CRM Study
  9. 9. On Social CRM Customer Relationship Management is a technology platform that enables businesses to centralize client account information, including contact details, engagement history, purchasing/sales data and relevant documentation. Expanding CRM technology through new business rules, workflow, processes and social characteristics, with the goal of engaging the customer in a collaborative conversation to provide mutually beneficial and trusted value. -Paul Greenberg
  10. 10. Social CRM Impact  Collaborative selling environment  Sharing of best practices, etc.  Holistic view of client interactions  Promotion of relevant content  Consistent client experience  Ideation and business development  Account expansion strategizing  Customer-driven engagements  Proactive customer interaction  Focus on interaction  Dynamic content  Customer chooses the mode and timing of communication Create a feedback loop!
  11. 11. Clint Oram Co-founder and CTO SugarCRM
  12. 12. Customer, Employee, Partner, Supplier, Investorexperiences
  13. 13. Customer, Employee, Partner, Supplier, Investorexperiences Finding, Learning, Buying, Asking, Paying, Using Marketing, Selling, Servicing, Billing, Deliveringprocesses
  14. 14. Customer, Employee, Partner, Supplier, Investorexperiences Finding, Learning, Buying, Asking, Paying, Using Marketing, Selling, Servicing, Billing, Deliveringprocesses Marketing, Sales, Customer Service, Billing, Delivery applications
  15. 15. Customer, Employee, Partner, Supplier, Investorexperiences Finding, Learning, Buying, Asking, Paying, Using Marketing, Selling, Servicing, Billing, Deliveringprocesses Public Cloud, Private Cloud, Virtual Private Cloud,  Hybrid Cloud, On‐Premise infrastructure Marketing, Sales, Customer Service, Billing, Delivery applications
  16. 16. Customer, Employee, Partner, Supplier, Investorexperiences Finding, Learning, Buying, Asking, Paying, Using Marketing, Selling, Servicing, Billing, Deliveringprocesses Public Cloud, Private Cloud, Virtual Private Cloud,  Hybrid Cloud, On‐Premise infrastructure Marketing, Sales, Customer Service, Billing, Delivery applications
  17. 17. Our Focus: Innovation and Value Sugar UX™  Designed for the individual  Ubiquitous experience on all devices  Relevant insights on every screen  Open, extensible integration architecture Sugar PurePrice™  Clear and simple pricing  Range of editions to meet your needs  No hidden fees or forced upgrades  Deploy it your way
  18. 18. Sugar Innovation and Value Extends to  IBM Collaboration Environments • Integrated user experience between  Sugar, Notes, Connections, SmartCloud for Social Business • No‐charge plug‐ins and connectors • Deploy it your way – on‐prem or with  SmartCloud for Social Business Sugar + IBM Collaboration Solutions help customer‐ facing individuals be more effective
  19. 19. Happy CustomersHappy Employees = More Business!
  20. 20. [Title] IBM’s Social Business Transformation @ccrummey
  21. 21. DIGITAL IBMer SALESCONNECT DAY IN THE LIFE
  22. 22. The Digital IBMer
  23. 23. SOCIAL IS ORGANIC, LIVING & BREATHING EXPERTISE LOCATION WISDOM OF THE CROWDS SPEED ENGAGED EMPLOYEES CUSTOMERS ATTRACT MAINTAIN TALENT NETWORKS
  24. 24. SalesConnect
  25. 25. Notes Client Integration
  26. 26. Expertise Location
  27. 27. Integration
  28. 28. Social + Analytics Integration
  29. 29. Social + Analytics Integration
  30. 30. Mobile Integration
  31. 31. Hootsuite Integrated with Connections & SugarCRM
  32. 32. Laurence Leong Senior Director of Strategic Partner Marketing SugarCRM
  33. 33.  SugarCRM works seamlessly with IBM Connections, Notes, and  SmartCloud for Social Business to provide a complete social CRM  solution for every customer facing individual  Insurance example: Anna, insurance agent – 1,000+ Customers – 100+ Products – 50+ Interactions / Day – Low Margins, High Volume – Uses IBM Connections, Notes, SmartCloud for Social Business SugarCRM and IBM
  34. 34. Home Value Campaign call script.docx Home Value Campaign call script.docx
  35. 35. Anna Bauer Anna Bauer - Contacts
  36. 36. Anna Bauer Anna Bauer - Contacts
  37. 37.  SugarCRM + IBM provides a complete social CRM solution – Designed for the individual – Presents the right information, in context, at the right time – Seamlessly integrated into social collaboration tools   What you saw – Sugar information seamlessly presented in the tool of Anna’s choice: Connections – Anna leveraged the expertise of her colleagues through Connections Communities – Anna had the right information at the right time through Sugar – Easy for Anna to immediately compose a followup email through Notes Happy Employees + Happy Customers = More Business! Recap
  38. 38.  SugarCRM Connector for IBM Connections – Files, projects and tasks, updates, discussions, community integration – NEW support for IBM Connections 4.0 and 4.5 with Sugar 7.x  SugarCRM IBM Notes Plug‐in – Email, calendar, contacts integration – NEW support for IBM Notes 8.5 and 9.0 with Sugar 7.x – NEW support for SmartCloud Notes – NEW simplified installation and deployment – NEW customizable user interface  SugarCRM Connector for IBM SmartCloud for Social Business – Meetings and documents integration  Additional integrations such as surfacing SugarCRM function in Notes  sidebar can be custom delivered SugarCRM and IBM Collaboration Solutions
  39. 39. Join us at SugarCon April 28 – May 1, San Francisco  The premier event for SugarCRM customers, users and partners.  If you would like to engage Highland Solutions as a partner, please enter  our name in the space provided on the registration form.  Hear from SugarCRM Alliance Partner and customer, IBM, as they discuss  how Sugar has aided their business transformation across their entire  global sales organization.  Hear and see Chris Crummey describe “A Day in the Life of a Digital IBMer”  including a demonstration of IBM’s own Social CRM system.  Attend a technical session on the SugarCRM Plugin for IBM Notes and talk  with SugarCRM developers and product experts. For more details and to register: sugarcon.sugarcrm.com
  40. 40. Right now, think:  How much time do you spend performing basic tasks?  How many systems do you access to gain a holistic view of your  clients (from sales to customer service and everything in between)?  Are you able to listen to your customers and prospects in a social  environment?  Are you able to segment data, manage your pipeline, forecast  accurately and report on critical KPIs?  Are you unable to mirror your processes with the technology(ies)  you currently employ?  Do any of these pain points sound familiar? Contact us at  highlandsolutions.com/company/contact‐us  Engaging Highland Solutions
  41. 41. Christopher Crummey IBM @ccrummey ibm.com Clint Oram SugarCRM @sugarclint sugarcrm.com Scott Taback Highland Solutions @tshapescott highlandsolutions.com Laurence Leong SugarCRM @laurenceleong sugarcrm.com

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