The document discusses socializing Oracle CRM On Demand to better engage with customers online. It recommends strategies for sales, marketing, and customer service teams to monitor social media for customer conversations and feedback. It also provides examples of how to integrate social networks and user-generated content into the CRM interface using apps, widgets, and data mashups to facilitate collaboration and improve customer relationships. While true social CRM is difficult today, the presentation argues integration partners can help existing CRM systems incorporate more social features.

1. Oracle CRM Administrator training
and placements
Online | classroom| Corporate
Training | certifications | placements| support
CONTACT US:
MAGNIFIC TRAINING
INDIA +91-9052666559
USA : +1-678-693-3475
info@magnifictraining.com
www.magnifictraining.com

2. Oracle apps crm online training in australia
Agenda
• Overview of Presentation
– Opening Premise
– The 4Cs
• Socialized CRM On Demand
– Where can I get it?
– a Strategy
– Implementation
– Sales Teams
– Marketing Teams
– Sharing, Mashup, Metrics
• Old Model, New Model
– Practical Suggestions
– Some Examples
• Myth or Reality?

3. Oracle apps crm online training in bangalore
Overview
• The objective of this presentation is to address in
very high-level terms some of the principles,
challenges and applications of Social CRM in a
CRM On Demand deployment.
• The high-level agenda is :
• Where does Social CRM fit in to the CRM On
Demand Big Picture?
– Why is it important to CRM business?
– What Strategy might a company need?
– What Tools might a company need?

4. Oracle apps crm online training in
bhubaneswar
CRM : An Opening Premise
• Traditional Customer Relationship Management
• Twenty years ago, businesses knew every client, every contact, their wives,
children and pets.
• Then we spent the next twenty years trying to dehumanize the relationship
– Reduced physical sales interaction in showrooms and shops
– increased virtual showrooms like the Internet
– Distanced support systems from the customer
– Created self service systems to eliminate interaction
• This is an extreme example, but it is true to some extent in most industries
and companies

5. Oracle apps crm online training in chennai
CRM : An Opening Premise (suite)
• Businesses then woke up and realized they needed to
analyze, slice and dice all the interactions they had so
carefully virtualized and computerized:
– Customer Trend Analysis
– Performance Analysis
– Sales Analysis
• But at some point, the customer was going to want to
talk to a human – so they jumped on Community
Boards, Blogs, and now Social Networking

6. Oracle apps crm online training in delhi
The 4 Cs
– Social CRM (re)humanizes relationships with
customers
– Using the power of the Web 2.0 collaborative
tools and the 4 Cs
• Collaboration
• Creativity
• Conversation
• Community creation

7. Oracle apps crm online training in dubai
Socialized CRM On Demand : Where can I get it?
• Online Forums and Communities
– Were the original place where people could go to moan, praise
or otherwise judge products and services
• YouTube
– Started out as a place to watch America’s Funniest Videos, now
recognized as a vehicle for consumer concern (try searching for
a Supermarket chain) and a place for companies to position
themselves in a more freeform environment
– Savvy CRM users position videos in Channels
• Twitter
– The most obvious channel for near real-time communications
with peer groups
– Positive Media Buzz
– Geographic and time-bound searches available

8. Oracle apps crm online training in
hyderabad
Socialized CRM On Demand : Where can I get it?
• Facebook
– 250,000 businesses have a presence on Facebook
• Digg / StumbleUpon
– Viral Web Page linking
• Slideshare
– PDF /PPT and other documents]
– Groups, Links and Favorites
– Integration with LinkedIn, Facebook, Twitter
• DocStoc
– Sharing PDFs and embedding content
– Groups, Links and Favorites
• Blogs (blogspot, wordpress etc)

9. Oracle apps crm online training in india
Socializing CRM On Demand as a Strategy
• Part One - Internal Strategy for CRM On Demand
Users
• Open the Door in phases and certain groups
– Opening your OCOD to new sources of information
• Adding Fields for common Social Networking site in the
Contact form
• Feeding the CRM On Demand System
• Sales :Targeted feeds from online information sources
• Marketing : Effective Monitoring of Feedback and customer
Buzz
• General : Monitoring and Assessing feedback, converting it
to actionable information

10. Oracle apps crm online training in kolkata
Socializing CRM On Demand as a Strategy
• Part Two - External Strategy for your Customers
• Engage dialogue
– Organize and Classify your Online Presence
• Videos, Blogs, Forums
– Encourage and monitor the 4Cs
• New Segmentation and new Criteria for Lead Generation
• Various Approaches
– Short Term
• Twitter dialogue and monitoring during Trade Show or Product Launch
for example
– Medium Term
• Establishing Document Library in Slideshare or DocStoc
– Long Term and Ongoing
• Facebook presence

11. Oracle apps crm online training in kerala
Socialized CRM On Demand : Where are the
Customers
• Where are my customers and what are they
talking about?
– are you committed to authentically join the
conversation with the customer?
– Know how to look and how to interpret conversations
• Your Customers are smart, and see through you
– exploiting a new tactic for the sake of gaining market
share. Customers want dialogue, not a one way street
– Do you go online as a brand, as a team, as multiple
employees, and what is your strategy?

12. Oracle apps crm online training in london
Socialized CRM On Demand : Where are the
Customers
• Implementation Methods to expose the networks
back into CRM On Demand include
– RSS Feeds
– Twitter Feed (either live or in filtered feed)
– Introducing Social News or Shared Documents into
the Homepage
– Channelled Audio and Video to Homepage from
YouTube
– Web Site Forms should contain relevant fields for
Networking IDs
– Embedding Facebook and other Social Widgets

13. Oracle apps crm online training in mumbai
Socializing CRM On Demand : Sales Teams
• Levers
– Based on Data from the “Where” Exercise
• Provide LinkedIn Information
• Provide DocStoc / Slideshare Access to private or
public documents
• Feeds from Competitors
• Challenges
• For best practice, requires that Sales personnel share
information with each other. You may have to adjust
– Your Sales Stages and your Workflow

14. Oracle apps crm online training in pune
Socializing CRM On Demand : Marketing
• Levers
– Often drive the “Where” Exercises
• Targets of Campaign
• Visitor to Trade Show
– Facebook Groups, Pages to gauge
– Youtube
• Channel release of new corporate video, Google Analytics for
results
• Challenges
– May reveal weakness in your marketing lists and
databases
– Requires filtering for volume and pertinence

15. Oracle apps crm online training in usa
Social CRM On Demand : Sharing
• Provide the Basics
– Make Bookmarking and Tagging easy
• Encourage users to learn how to use the Favorites & Sticky
Notes in CRM On Demand
• Reward people who link or contact you on your Web site
• Maintain a list in CRM On Demand of all Web Site Contacts and
link them to LinkedIn profiles
• Reward the regions who generate the most links and the
community members who contribute the most
– Mashup
• Let CRM On Demand users see their data in new ways
• Let them search and find unstructured content and link it to
CRM On Demand data
• Let them share this with others (within reason)

16. Oracle apps crm online training in uk
Social CRM On Demand : Mashup
• Mashup
– Use internal and external data to create new ways of
understanding customer or prospect behavior
• Map Prospects, Projects or Service Requests by Type or
Channel to LinkedIn Groups, Google Maps, other data
• Twitter followers imported and campaigned in OCOD then
segmented / assessed
– Find / map Channel Partners and focus on recruitment
areas
– DocStoc or similar for project documents
• Public or Private Collections
– CRM On Demand and “visual” mapping tool -
• For example Mindmap Pro

17. Oracle apps crm online training in singapore
Socializing CRM On Demand : Metrics
• Like everything else in CRM, data without
measurement or objectives is just, well, data
– Lead Conversion
– Sales Cycle Time to Close
– Hits / Leads from Web Sites / Blogs / other Sources
– Feedback Loop
– Calculating ROI is tough
• Marketing Segmentation can take advantage of the
new data and criteria
• More advanced data analysis may be required beyond
segmentation
– Analysis of behavior over time

18. Oracle apps crm online training in south
africa
One More Time!• Collaboration
– Use the Favorites and Messaging Features in CRM On Demand
– Embed enabling tools and identifiers (Twitter, Facebook , Slideshare) in Signatures,
Web Applets
– Set up Slideshare Private Groups to collaborate on collateral and other « internet »
information sources
– Set up Web Forms with adapted field on your Web Site
• Creativity
– Challenge users to create content
• Conversation
– Blog your OCOD users or your customer and keep the channel open
• Communication
– Talk to your Web Form respondants!
– Reward collaborative behaviour internally and externally
– Link to Blog / Youtube Channel / Twitter Feed in OCOD Homepage

19. Oracle apps crm remoteserver access
Now for Some Simple Examples
CRM On Demand Home Page
With DocStoc Visual
Document Library
& Twitter Feed Targeting
Mashup

20. Oracle apps crm online training and
certification
DocStoc Applet
• DocStoc Applet Uses
– Display DocStoc Documents in graphical
format to users of CRM On Demand
– Provide One-Click Access to embedded
documents or Download by Sales Users and
email to Customers in the conversation
– Can be interest-based (filtered)

21. Where are people talking?
• Where are conversations happening?
– Expect to poll and query Twitter, Facebook
and other online communities
– Are you monitoring competitor conversations
too? Why not?
• Manual Queries or automated services

22. Twitter Applet
• Twitter Applet Uses
– Short Term Monitoring of event in an specific
town or locality
– Longer Term Brand and Buzz Monitoring
– Contact Detection and Interested Party /
Influencer detection
– Follow Tweeters directly from Applet
– Save as Service Requests or Notes or Leads in
CRM On Demand
– Create Forum Discussions based on Content or
Questions

23. Where are people talking? Where are my customers?

24. Feed Management inside CRM On Demand
• RSS Lead Generator
with Filtering of RSS
data and creation of
CRM Leads
• Leverage Facebook
RSS Feed and others
to provide one stop
shop

25. Network Integration
• Examples of platforms like Ning
– allows creation of Social Networks
and supplies user and
management tools
• Apps can connect to CMS or other
sources to integrate them into your
Social Network
• Facebook API and Social Widgets
allow a degree of exposure to the
Social Network for relatively small
effort
– Enables you to follow what the
conversations are about
– Expect the unexpected

26. Mashup the Conversation Data
CRM On Demand Mashup – Targeting Geographically by Date, Status etc

27. Explanation
• Mashup (Opportunities, Tweets etc) with
Google Maps
– Create Visual Segments for Campaigns
– Analyze Target Areas
– Identify hotspots and Competitor activity
– Target ineffective sales efforts or gaps in
coverage

28. Myth or Reality
• A Socialized CRM On Demand , does it
exist today?
– Does it exist in your implementation?
• Possible?
• Feasible?
• Desirable?
• Cost Effective?

29. Why it probably doesn’t exist today
• The weakness of the solutions illustrated
– The methodology of selling and servicing embedded in the CRM is still
rooted in the old world
• CRM processes are based on old models
– Any extension to any existing CRM system will largely be a cosmetic
one
• Making noises or making gestures in the right direction
– Most of the solutions proposed are data mart exploitation
• Simple data upload and presentation
• No analysis or call to action based on the information
• No proactive element for the user or the community
– We are playing an old game
• Quick, on XXX (insert social network name)..they’re talking about us!
• XXX Is the new Youtube – stick our corporate videos up there!
– We are not listening, we are still trying to dictate

30. Socialized CRM On Demand
• With CRM On Demand
– How do you find conversations?
– How do you nurture and maintain conversations?
– Is it possible to collaborate with externals?
– Can you make a community based around CRM
On Demand?
• CRM On Demand is a CRM tool
– Social CRM is not a Tool

31. Socialized CRM On Demand 2
• An opportunity exists for integration
partners to deliver a (relatively) painless
way of implementing parts of the Social
CRM process set inside an existing CRM
solution

32. Conclusion
• Fly with what you have, but realize that it
will never allow you to completely
implement a Social CRM process set

33. Question & Answers

34. Should you require any further
information please do not hesitate to
contact us
• http://www.oraclecourseonline.com
• -oracle crm online training
contact us:
• info@magnifictraining.com or
+919052666559
• By Real Time Experts from Hyderabad,
• Bangalore
• ,India,USA,Canada,UK, Australia,South
• Africa.