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Social CRM and Big Data

Social CRM and Big Data. Using Sugar as a platform to add in extended social features . Introducing BrixCRM and Sugar. A bit about BrixCRM …. Started up in 2004 One of the first partners in EMEA 20 – 30 experienced CRM professionals Based in Almelo Gold SugarCRM Partner

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Social CRM and Big Data

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  1. Social CRM and Big Data Using Sugar as a platformtoadd in extendedsocialfeatures...

  2. Introducing BrixCRM and Sugar

  3. A bit about BrixCRM… • Started up in 2004 • One of the first partners in EMEA • 20 – 30 experienced CRM professionals • Based in Almelo • Gold SugarCRM Partner • A full service consultancy capable of delivering business analysis, project management and implementation.

  4. A bit about SugarCRM… • First developed in 2004 • Headquarters in Cupertino, California, with offices in the UK and Germany. • More than 10M downloads • Downloads in over 157 countries • More than 30,000 developers registered • Flexible development platform • Deploy behind your firewall or in the public cloud • Open, transparent business culture

  5. The evolution of SocialCRM ...andwherewearenow...

  6. SocialCRM – the current marketplace

  7. Does anyone listen to what they have to say? Oh, over 1000 comments on the product demo…. User reviews? Do I know these guys? User groups? Reviews? Does their blog enlighten me In any way? Fans? Opinions?

  8. So what can Sugar give you? ...let‘saddsome Sugar.

  9. B2C B2B

  10. SocialCRM in Sugar • Currentstateofplay • Integration with Facebook • Integration withLinkedIn • Integration withTwitter • Integration withInsideView • Integration with IBM Connections • Integration with Google... Youcan also use Sugar as a platformandextendthefunctionalitymuchmuchfurther....

  11. SocialCRM in Sugar: What are they saying about me? • Prompts userto log in toTwitter. • AccessesTwitterprofilebased on login – if not logged in before, createnewtrustbetweenTwitteraccountand SugarCRM. • Search parametersarepassedbyquerystringassearchterms • UsesexistingTwitterlibraryin Javascript, so resultsarerolled in real-time. Whywouldwe do this? • AllowstheabilitytoreplytotweetsdirectlywithinSugar. • Analyse andrespondtowhatpeoplearesaying in real time. • Retweetitemswithouttheneedto log in toTwitter.

  12. SocialCRM in Sugar: Who do I know? • Logs intoLinkedIn, based on existingusersession. • Accessesuserprofilebased on LinkedIn API key. • Searchesforspecificsearchterm in a contactprofile. • Displays matchesbyname, job title/headline, location, with a link togodirectlytotheirprofile on LinkedIn. Whywouldwe do this? • Analyse whoweknowandwhattheyknow • Mine ourcontactsbetter

  13. …so show me an example Hillel‘sstory.

  14. Question:What is the Social CRM interface of the future? Answer: The social networking site of choice combined with An open CRM system

  15. Hillel Is Doing this Today • Hillel Requirements • Identify and engage students across universities in US • Engage students where they “live”  Facebook • Track all interactions in one relationship management tool • Results • 1000% increase in student participation

  16. Hillel Uses Social CRM to Connect with College Students

  17. Add Students From Facebook To Sugar

  18. Add additional fields before saving to Sugar

  19. Enter Friends Details in Facebook

  20. Add Interactions in Sugar from Facebook

  21. Match Event Attendees with Contacts in Sugar

  22. Student Profile Page in Sugar

  23. Write Comments to Facebook Wall from Sugar Hi Kathy, would you like to attend our event?

  24. Link Existing Contacts to Facebook Friends

  25. Facebook Friend Request

  26. Social and Mobile Multi-platform interaction by mobile

  27. Hillel INCREASED STUDENT PARTICIPATION BY 0 % 0 0 1

  28. …and now add IBM Using IBM technologiestobuild a scalableinfrastructure.

  29. Social Selling with Sugar and IBM What is Social Selling? Discover Understand your customers better than the competition Engage Apply expertise from across the organization Reach Spend more time with customers Act Focus on opportunities that create the most profit

  30. Social Selling with Sugar and IBM Discover - Understand your customers better than the competition Know what customers are talking about and what they like and don't like through sentiment analysis of social data

  31. Social Selling with Sugar and IBM Engage- Apply expertise from across the organisation Easy access to experts so you get customer questions answered

  32. Social Selling with Sugar and IBM Engage - Apply expertise from across the organisation Leverage recommended communities and sales content

  33. Social Selling with Sugar and IBM Engage - Apply expertise from across the organisation Re-use best practices from other teams

  34. Social Selling with Sugar and IBM Act - Focus on accounts and opportunities that create the most profit Use predictive analytic models to focus on the right deals and recommend the best products and pricing

  35. Social Selling with Sugar and IBM Reach - Spend more time with customers Access to experts, content and communities from Apple, Android, RIM and Nokia mobile devices

  36. Social Selling with Sugar and IBM Reach - Spend more time with customers Collaborate with customers remotely with a rich set of social tools

  37. Social Selling with Sugar and IBM Reach - Spend more time with customers Deliver an Exceptional Web Experience for Customers

  38. Social Selling with Sugar and IBM A Team of Top Performers Delivers Value • Value • Higher close rates • Lower churn of important accounts • Tighter customer relationships • Shorter sales cycle • More competitive wins

  39. IBM and SugarCRM Social Selling Software Components Access Mobile SugarCRM Portal Email Inbox • Social Collaboration • Business Card/Profile • Communities • Shared Files • Activity Stream • Emeetings • Projects • Instant Messaging • Business Analytics • Dashboards • Reports • Forecasting • Data Warehouse • SugarCRM • Contact Management • Account Management • Opportunity Management • Activity Management Capabilities • Predictive Analytics • Propensity to Buy • Upsell/Cross sell • Forecast Outlook • Optimal Pricing • Social Analytics • Expertise Location • Recommend Content • Sentiment analysis • Single Sign On • Data Connectors • External Social Data • Event Management • Service Management • Enterprise Search • Cloud Integration • Business Process Management Integration Cloud Hosted On Premises

  40. Now let’s put this into a technical context…

  41. Advantage • increase customer retention • attract new customers • maintain competitive advantage Advantage • Open collaboration • among employees • and with external parties • social networks of choice Why IBM and SugarCRM for Social Business • IBM delivers social solutions that connect people both inside and outside your company • IBM connects social and collaborative capabilities across all business processes • IBM and SugarCRM deliver Social Business on-premise and in the cloud

  42. SugarCRM on IBM - an Open Social Business Platform Mobile Cloud IBM and SugarCRM Open Social Business Platform Ecosystem Social

  43. The Sweeter Road… Microsoft Oracle SFDC

  44. Thankyou.. If you have any questions, please ask.

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