SugarCon 2013: Smarter Social Monitoring with Sugar

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Simon Chapman, SugarCRM

Walk-throughs on how to use LinkedIn to explore existing people networks, Twitter to protect brand reputation and generate new leads, and Facebook to manage what people are saying about your company online.

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SugarCon 2013: Smarter Social Monitoring with Sugar

  1. 1. Smarter Social Monitoring with SugarSimon Chapman
  2. 2. SocialCRM – the current marketplace
  3. 3. Userreviews?Fans?Opinions?Does anyone listen towhatthey have to say?User groups?Reviews?Oh, over 1000comments on theproduct demo….Does their blogenlighten meIn any way?Do I knowthese guys?The Social Spectrum
  4. 4. So what can Sugar give you?…let’s add some Sugar…
  5. 5. Our Social Cloud….what are we saying…?
  6. 6. B2C B2BWhich social networks should I use…?
  7. 7. 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...You can also use Sugar as a platform andextend the functionality much much further....
  8. 8. What’s possible: Instant Response!•  Integrates with Sugar‘s API with Twitter‘s API•  Allows instant response to create leads, contacts and cases direct froma Sugar dashlet.•  Allows specialised Twitter seaches and you can monitor multipleaccounts.Why would we do this?•  Demographics analysis•  Customer clustering
  9. 9. What’s possible: Instant Response!So here we have our new tweet-to-case cases.......with the ability toinstantly respond tothose cases fromwithin Sugar.
  10. 10. What’s possible: Social Automatically?•  Integrates with Clever‘s API•  Searches by the contact‘s email address•  Allows the synchronisation of social profiles into Sugar with one click.Why would we do this?•  No need to search – get the full overview quickly, automatically.
  11. 11. 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 keepup to date with their FB profile.•  Get live statuses by hoveringon their photos.•  Click into a profile without needingto separately log in to Facebook.
  12. 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, createnew 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 inseparately to Twitter.
  13. 13. SocialCRM in Sugar: Facebook Comment Pages•  Prompts user to log in to Facebook.•  Accesses Facebook fan page based on login – if not logged in before,create new trust between Facebook account and SugarCRM.•  Uses existing Facebook Graph API and Javascript library, so resultsare returned in real-time.Why would we do this?•  Allows the ability to reply toFacebook messagesdirectly within Sugar.•  Analyse and respond to whatpeople are saying in real time.
  14. 14. SocialCRM in Sugar: Who do I know?•  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 godirectly to their profile on LinkedIn.Why would we do this?•  Analyse who we know and whatthey know•  Mine our contacts better
  15. 15. SocialCRM in Sugar: But who do they know?•  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 godirectly to their profile on LinkedIn.•  Prepopulates search field with currentrecord in Accounts of Contactsmodule.Why would we do this?•  Analyse who we know and whatthey know, filtering by location,•  Mine our contacts better, showing mefirst, second and third degree connections.
  16. 16. 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.
  17. 17. 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 thatperson‘s Twitter page.Why would we do this?•  Show the kinds of people that are following this person.•  Determine how influential they are.
  18. 18. 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 andwhat they know•  Mine our contacts better
  19. 19. 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 thelatest events.•  Click straight through toevents without logging inseparately to Xing.
  20. 20. 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
  21. 21. What’s possible: And how do I get there?•  Integrates with Sugar‘s API•  Loads Google Maps Javascript API•  Builds a route from the Sugar user to the customer.Why would we do this?•  Simple turn-by-turn maps•  Print directions•  Convenience.
  22. 22. So show me..Demonstration….
  23. 23. Any questions….?Demonstration….
  24. 24. Thank YouSubtitle

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