how to generate new customers with social crm
DESCRIPTION
CRM Acceleration London, Presentation How to generate new customers with social crm, simon chapmanTRANSCRIPT
Social CRM in Sugar Using Sugar as a platform to add in
extended social features...
The evolution of SocialCRM
...and where we are now...
SocialCRM – the current marketplace
9/14/12 ©2010 SugarCRM Inc. All rights reserved.
9
Our Social Cloud….what are we saying…?
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...
This gets me so far...but.... • Doesn‘t do sentiment tracking • Can‘t easily post to Twitter from within Sugar • Doesn‘t allow me to mine my contacts • Potentially makes me need to have IBM infrastructure... • No current in-app integration with Xing.
What’s possible: What are they saying about me? • Prompts user to log in to Twitter. • Accesses Twitter profile based on login – if not logged in before, create
new trust between Twitter account and SugarCRM. • Search parameters are passed by querystring as search terms • Uses existing Twitter library in Javascript, so results are rolled in real-
time.
Why would we do this? • Allows the ability to reply to
tweets directly within Sugar. • Analyse and respond to what
people are saying in real time. • Retweet items without the need
to log in to Twitter.
What’s possible: Post To Twitter • Prompts user to log in to Twitter. • Accesses Twitter profile based on login – if not logged in before, create
new 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 in
separately to Twitter.
What’s possible: Mine my LinkedIn… • 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 go
directly to their profile on LinkedIn.
Why would we do this? • Analyse who we know and what
they know • Mine our contacts better
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 keep
up to date with their FB profile. • Get live statuses by hovering
on their photos. • Click into a profile without needing
to separately log in to Facebook.
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 and
what they know • Mine our contacts better
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 the
latest events. • Click straight through to
events without logging in separately to Xing.
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.
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 that
person‘s Twitter page.
Why would we do this? • Show the kinds of people that are following this person. • Determine how influential they are.
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
Demonstration
Show me some social stuff…!