Smau Milano 2011 Marilu Tallarico
-
Upload
smau -
Category
Technology
-
view
568 -
download
1
description
Transcript of Smau Milano 2011 Marilu Tallarico
![Page 1: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/1.jpg)
A day in the life of a Social Business
Marilú Tallarico SugarCRM Italy
![Page 2: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/2.jpg)
Social Business and Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 2
GETTING STARTED • The business context
• The essential characteristics
• Getting started • A live example: case study
• Recommendation
![Page 3: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/3.jpg)
Traditional Buying Model
![Page 4: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/4.jpg)
Marketing: Complex Social Buying Model
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 4
![Page 5: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/5.jpg)
Customer Service is Marketing
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 5
![Page 6: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/6.jpg)
Start With the Customer
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 6
![Page 7: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/7.jpg)
CRM
Put the customer at the center
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 7
![Page 8: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/8.jpg)
CRM
Customer Relationship Management
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 8
![Page 9: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/9.jpg)
CRM
CRM is about Customers
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 9
![Page 10: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/10.jpg)
CRM is about Acquiring, Retaining and Growing
Customers
10 05/08/09 ©2009 SugarCRM Inc. All rights reserved. 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 10
![Page 11: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/11.jpg)
Enable the sales edge
SALES EDGE CUSTOMERS INNER CORE
SALES
CUSTOMER SERVICE
CALL CENTER
MARKETING
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 11
![Page 12: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/12.jpg)
Introducing Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 12
![Page 13: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/13.jpg)
CRM Made Social: Enable the customer edge
SALES EDGE CUSTOMERS
SALES
CUSTOMER SERVICE
CALL CENTER
MARKETING
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 13
![Page 14: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/14.jpg)
Social CRM
Social CRM is an extension of, not a
replacement for, CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 14
![Page 15: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/15.jpg)
CRM made Simple
05/08/09 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 15
![Page 16: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/16.jpg)
Open
Intuitive
Flexible
CRM Made Simple Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 16
![Page 17: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/17.jpg)
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
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 17
![Page 18: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/18.jpg)
Getting started with Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 18
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
Social CRM
![Page 19: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/19.jpg)
Technology " Open Systems " Users Have Control " Web Standards: ie iPad " Reasonable, predictable cost
Open
Community " Hundreds of customised and
tailor made Extensions " Qualified Partners:
Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 19
![Page 20: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/20.jpg)
Getting started with Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 20
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
Social CRM
![Page 21: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/21.jpg)
For Users
" Web 2.0 User Experience " Works the Way YOU Work
Intuitive
For Administrators " Simple Customisation " Seamless Upgrades
Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 21
![Page 22: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/22.jpg)
Getting started with Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 22
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
![Page 23: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/23.jpg)
360 Degree View of the Customer
CRM Activities • Customer Support • Marketing • Sales
External data sources • ERP • Market Data • HR
Specialised Tools • Web Analysis • Business Intelligence
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 23
![Page 24: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/24.jpg)
LotusLive LotusNotes
TM
IBM and SugarCRM: integrated offerings
SPSS
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 24
![Page 25: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/25.jpg)
Getting started with Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 25
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
![Page 26: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/26.jpg)
RUN ANYWHERE • Any Device • Any Platform • Any Cloud
SugarCRM Cloud: Run Anywhere
On Site
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 26
![Page 27: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/27.jpg)
Expands SugarCRM’s Global Reach
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 27
Sugar On-Demand + Sugar on IBM SmartCloud Enterprise
![Page 28: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/28.jpg)
Getting started with Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 28
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
Social CRM
![Page 29: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/29.jpg)
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 29
Collaboration Conferencing
Step 5: Provide collaboration tools
![Page 30: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/30.jpg)
Getting started with Social CRM
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 30
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
Social CRM
![Page 31: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/31.jpg)
Twitter Feeds on Your Dashboard
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 31
![Page 32: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/32.jpg)
LinkedIn Accounts
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 32
![Page 33: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/33.jpg)
Google Maps integration
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 33
![Page 34: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/34.jpg)
Hillel Uses Social CRM to Connect with College Students
• Hillel is the largest organization in the world with a focus on university-age Jewish student
• Hillel serves young adults at more than 550 colleges and communities in North America, SouthAmerica, Israel, and the former Soviet Union.
• Hillel seeks to enrich the lives of Jewish undergraduate and graduate students
![Page 35: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/35.jpg)
Add additional fields before saving to Sugar
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 35
![Page 36: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/36.jpg)
Facebook Friend Request
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 36
![Page 37: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/37.jpg)
Enter Friend Details in Facebook
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 37
![Page 38: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/38.jpg)
Write Comments to Facebook Wall from Sugar
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 38
![Page 39: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/39.jpg)
Mobile Interactions
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 39
![Page 40: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/40.jpg)
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 40
“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
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 40
![Page 41: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/41.jpg)
• • • •
Components of a Social CRM
Conferencing Cloud
Collaboration Social Tools
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 41
![Page 42: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/42.jpg)
RECOMMENDATIONS: 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
10/27/11 ©2011 SugarCRM Inc. All rights reserved. 42
![Page 43: Smau Milano 2011 Marilu Tallarico](https://reader033.fdocuments.in/reader033/viewer/2022061222/54c133b64a7959307c8b4580/html5/thumbnails/43.jpg)
The Sweeter Road Microsoft Oracle SFDC
43 10/27/11 ©2011 SugarCRM Inc. All rights reserved. 43