Tom Schuster (General Manager, EMEA, SugarCRM) presented this introduction to Social CRM and Social Business at Our Social Times's Paris Social CRM 2011 conference. The rapid adoption of social media has created a new paradigm for doing business: it's called Social Business. In this presentation, Tom Schuster will set out how to make your business a Social Business and how to supercharge your internal processes through the use of Social CRM - and your own imagination. He will explain how to engage with customers in meaningful ways, capture customer data, drive revenue and build brand reputation.

1. Social Business and Social CRM
Tom Schuster
General Manager
SugarCRM Europe, Middle East, Africa

2. Social Business
GETTING STARTED
• The business context
• The essential characteristics
• Getting started
• A live example
• Recommendation
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3. Evolution of the Sales Landscape
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4. Marketing: Complex Social Buying Model
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5. Customer Service is Marketing
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6. Start With the Customer
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7. Put the customer at the center
CRM
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8. CRM
Customer
Relationship
Management
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9. CRM
CRM is about Customers
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10. CRM is about Acquiring,
Retaining and Growing
Customers
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11. Enable the sales edge
INNER CORE SALES EDGE CUSTOMERS
SALES
CUSTOMER
SERVICE
CALL CENTER
MARKETING
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12. Introducing Social CRM
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13. CRM Made Social: Enable the customer edge
SALES EDGE CUSTOMERS
SALES
CUSTOMER
SERVICE
CALL CENTER
MARKETING
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14. Social CRM
Social CRM is an
extension of, not a
replacement for, CRM
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15. CRM made Simple
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16. CRM Made Simple Social CRM
Intuitive
Open
Flexible
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17. 6 Steps to Getting started with Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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18. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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19. Social CRM
Open
Technology
Open Systems
Users Have Control
Web Standards
Reasonable, predictable cost
Community
Hundreds of Extensions
Qualified Partners
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20. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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21. Social CRM
Intuitive
For Users
Web 2.0 User Experience
Works the Way YOU Work
For Administrators
Simple Customisation
Seamless Upgrades
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22. Getting started with Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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23. 360 Degree View of the Customer
CRM Activities External data sources
• Customer Support • ERP
• Marketing • Market Data
• Sales • HR
Specialised Tools
• Web Analysis
• Business Intelligence
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24. IBM and SugarCRM: integrated offerings
LotusLive TM
LotusNotes
SPSS
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25. Getting started with Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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26. SugarCRM: Run Anywhere
RUN ANYWHERE
• Any Device
• Any Platform
• Any Cloud
On Site
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27. Expands SugarCRM’s Global Reach
Sugar On-Demand + Sugar on IBM SmartCloud Enterprise
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28. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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29. Step 5: Provide collaboration tools
Collaboration Conferencing
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30. Getting started with Social CRM Social CRM
Step 1: Implement an Open CRM System
Step 2: Customise the user interface and processes
Step 3: Integrate the essential back end systems
Step 4: Implement a flexible infrastructure
Step 5: Provide collaboration tools
Step 6: Use the Social Tools of choice
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31. Twitter Feeds on Your Dashboard
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32. LinkedIn Accounts
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33. Google Maps integration
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34. Question:
What is the Social CRM interface
of the future?
Answer:
The social networking site of
choice
combined with
The global leading open CRM
system
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35. Hillel Uses Social CRM to Connect with
College Students
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36. Add additional fields before saving to Sugar
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37. Enter Friend Details in Facebook
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39. Add Interactions in Sugar from Facebook
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40. Match Event Attendees with Contacts in Sugar
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41. Contact Profile Page
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42. Write Comments to Facebook Wall from Sugar
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43. Link Existing Contacts to Facebook Friends
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44. Type the names of Facebook friends
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45. Facebook Friend Request
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46. Mobile Interactions
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47. “Our newly updated REACH database program
powered by Sugar Professional even features a
mobile application that allows students and
professionals to track their interactions and
relationship-building in the fast paced and
constantly changing world in which our college
students live.”
Wayne L. Firestone
President, Hillel: The Foundation for Jewish
Campus Life
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48. Components of a Social CRM
Conferencing Cloud
•
•
•
•
Collaboration Community
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49. 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
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50. Microsoft The Sweeter Road
Oracle
SFDC
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51. Thank you
Tom Schuster
tschuster@sugarcrm.com