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SugarCRM Presents the New Rules of Social CRM

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Your customers are driving the most profound change in how business is being done since the inception of the Internet. Become a Social Business or be left behind.

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SugarCRM Presents the New Rules of Social CRM

  1. 1. #SugarSocialBizThe New Rules of Social CRM Clint Oram Co-Founder and CTO @sugarclint 11/3/2011 1 ©2011 SugarCRM Inc. All rights reserved.
  2. 2. CRM CRM empowers you to gain and retain customers
  3. 3. CRM CRM empowers you to gain and retain customers by providing greater visibility into sales, marketing and support so you can deliver an excellent customer experience
  4. 4. CRM  Enables collaboration  Provides visibility  Gives financial predictability  Boost revenue  Leverages existing technology investment
  5. 5. Social CRM Social CRM is an extension of CRM, not a replacement for CRM
  6. 6. Social CRM"CRM is a philosophy & a business strategy, supported by atechnology platform, business rules, workflow, processes &social characteristics, designed to engage thecustomer in a collaborative conversation in orderto provide mutually beneficial value in a trusted &transparent business environment. Its the companysresponse to the customers ownership of theconversation."
  7. 7. Change
  8. 8. Change: Egypt’s Facebook Revolution 11/3/201 ©2011 SugarCRM Inc. All rights reserved. 8
  9. 9. Change: Occupy Wall Street Revolution 11/3/201 ©2011 SugarCRM Inc. All rights reserved. 9
  10. 10. Change: Customers Believe Customers Not Companies!
  11. 11. Change: Traditional Buying Model
  12. 12. Change: New Buying Model
  13. 13. Change: Social is Changing Business
  14. 14. The New Rules
  15. 15. Rule #1: You Are Not In Control
  16. 16. Customers Manage You
  17. 17. Rule #2: Traditional Marketing is Declining Growth of Marketing Spend Over Next 2-3 Years Decline Grow -100% -80% -60% -40% -20% 0% 20% 40% 60% 80% -5% 67%Social Media -11% 64%Digital and OnlinePublic Relations -5% 61%Direct Marketing -8% 58%Data Analysis -5% 58%Marketing Collateral -14% 57%Paid Search -10% 48%Events -19% 45%Print -67% 14%TV and Radio -74% 9%Out-of-Home -35% 8% Source: Booz & Company’s B2B Marketing Survey 2010
  18. 18. How People Connect with Companies Inbound Permission Customer-Driven Outbound Interruption Vendor-Driven ©2010 SugarCRM Inc. All rights reserved.
  19. 19. Rule #3: Customer Service IS Marketing11/3/2011 Copyright © 2010 SugarCRM, Inc. All rights reserved. 19
  20. 20. The Ultimate Question11/3/2011 Copyright © 2010 SugarCRM, Inc. All rights reserved. 20
  21. 21. Rule #4: Join the Conversation
  22. 22. Interact Via Social Media “85% of respondents believe companies should not just present information via social media, but use it to interact and become more engaged with them.” - Cone Inc Report: “Social Media in Business”
  23. 23. Rule #5: Integrate People with TechnologySydney restaurant replaces menus with iPadshttp://www.redmondpie.com/sydney-restaurant-uses-ipad-as-a-menu-card/
  24. 24. Evolution
  25. 25. What Now?
  26. 26. Bring Order to Customer Management
  27. 27. Get Social CRM in the age of Social is based on the simple premise that you are able to Interact with your customers based on their needs, not your rules YOU DO THIS BY BECOMING A SOCIAL BUSINESS ©2010 SugarCRM Inc. All rights reserved.
  28. 28. #SugarSocialBiz Thanks! Clint Oram @sugarclint 11/3/2011 28 ©2011 SugarCRM Inc. All rights reserved.

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