Archives For Social CRM

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will revisit the some of the same social selling topics as our previous post but with more useful tips and tricks. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Selling through social channels (a.k.a. social selling) is not only an art, but a science. New social channels are emerging every week, only increasing the surface area of digital touchpoints a customer or prospect may have. Those who know how to leverage their networks and hone the power of social media are able to excel in the ever changing sales landscape.

Sales 2.0

Sales 2.0 – Source: Forbes

Salespeople are more likely to meet or exceed their quotas if they engage on social media.
(Dynamic Signal)

Studies have been done to prove this point and salespeople are missing the boat ride to sales success. The following articles will teach you how to be a social selling specialist in no time.

5 Steps for Creating a Successful Social Selling Strategy
One of the golden rules in social selling is to identify where your prospective customers are spending time online. Being able to recognize who your customer is, where they spend their time, and what they like to do can be the driving factor in what closes a deal. Seth Price writes a simple 5 step process for developing your own successful social selling strategy.
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How to Use Twitter Hashtags as a Prospecting Tool
Let’s face it, Twitter is a loud party and sometimes it is hard to hear through the noise. Beyond the clamor hides some of your most relevant and valuable prospects. Twitter can provide a certain level of audience targeting through their Hashtag functionality in order to reach and engage with your next customer.
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Social Selling Action Plan: Seek A Warm Relationship
Social media is no longer about what someone had for lunch. Your future customers are waiting for you to contact them in the places they spend the most time. Matt Foulger will teach you how to turn cold calls into warm calls, gain a 360-degree view of your prospect, push intelligence from social media into your CRM, as well as various social engagement methods.
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The 10-60-30 Rule of Social Selling
Social Selling is more about the approach rather than the use of a number of tools. Over the course of time, this has evolved into a daily routine. My experience has demonstrated that the different steps and tools must be interwoven with everything you do during the day.” – Mic Adam
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We hope you enjoyed this week’s edition of our Weekly CRM Roundup. Go to where your customers are. They’re waiting for your targeted, personalized, and meaningful engagement. Got ideas for other great articles and topics we should include in future CRM Roundup posts? Let us know in the comments below!

Leading organizations are increasing their use of digital mechanisms for the business processes of buying, marketing, selling, and servicing. To do this, many organizations are turning to IBM’s Smarter Commerce and IBM Enterprise Marketing Management. Marketing automation tools like IBM Campaign and Interact, along with Silverpop, are great for defining multi touch campaigns, cross-channel marketing across digital channels, and real time personalizations for customers on electronic store fronts.

But what happens when a customer – who may have received an offer driven from IBM Campaign – calls into a customer service center? Does the customer service agent who answers the phone – let’s say it’s John –  have a history of that customer’s past interactions, and have the right information to answer that customer’s questions? Even better, can the customer service agent reinforce an offer that may have already been presented to the customer via IBM marketing automation offerings?

What happens if a sales person – let’s say it’s Sally – is about to call on that customer? Sally could be an inside sales rep, or an insurance agent, or a personal shopper in retail. Does Sally know everything about her customer including the fact that that customer might have received an offer through email that was generated by a campaign management tool? To take that a step further – if a campaign management tool generates 1000 leads, does Sally know that seven of those leads are her customers, and does she know exactly what to do with those seven leads?

We know that IBM Campaign can precisely target a specific set of customers. But imagine if Sally, upon signing in for her work day, sees seven specific new leads that are assigned to her from that campaign, along with specific actionable information for those leads. Imagine if John, our customer service agent, was able to pull up a complete view of the customer as he was helping resolve that customer’s issues; and could even upsell the customer based on a real-time offer appearing in his customer service dashboard.

SugarCRM, an IBM Global Alliance partner, can help. Sugar is an innovative CRM system designed for every individual who engages with customers: sellers, marketers, customer support agents, receptionists, and executives.

r4_smarter_commerce.jpgSugar has integrations into IBM Campaign to surface campaign information into sellers’ daily tools, whether that be Sugar itself or IBM Notes or Connections. Sugar also has integrations to IBM Interact to present real-time offers to sellers and customer service agents. Sugar is the first major CRM solution to be validated for the IBM Ready for Smarter Commerce mark. DiGi Telecommunications is one customer using IBM Campaign integrated to SugarCRM to provide consistency across digital marketing programs and human sales and service representatives.

Organizations that integrate SugarCRM and IBM experience faster campaign-to-cash times,  more efficient marketing and sales processes, and higher customer satisfaction and value.

For more information, see sugarcrm.com/ibm, or come visit us at SugarCon, April 28-May 1 in San Francisco, or the IBM Smarter Commerce Global Summit 2014 in Tampa, Florida May 12-15.

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will explore the power of social media within the enterprise in regards to CRM. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Is your business socially-enabled? Have you dismantled your company’s organizational silos? Does your organization possess to the tools that empower individuals to more effectively engage with their customers?

By department, the largest users of social media in enterprises are marketing (with 78% using social media to a moderate to great extent), IT (64%), sales (63%), and customer service (62%). The functions using social media least are operations (46%), supply chain operations (36%), risk management (35%) and finance (28%). (Deloitte University Press)

In order for a company to function effectively in today’s business world, every customer facing employee from customer service, all the way to the C-suite need to participate in the conversation in order to facilitate higher quality customer engagement. The following articles share studies and insights about integrating social media into your business, and also offer an opportunity to learn first-hand from experts within the industry on creating a consistent client experience from administration to sales.

Effective Social Media in your CRM: Loyalty
“Both B2B and B2C companies are relying on CRM to organise these insights about what customers are doing and buying, and to help establish predictive ability to know what and where to target next.” – Simon Chapman

Understanding who your customer is, what they care about, and what they like to do can help complete their 360-degree view to facilitate a consistent customer experience with anyone in the organization who interacts with the customer.

Don’t miss Simon’s track session on Social CRM at this year’s SugarCon – Register here!
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From Social Media to Social CRM-KAM
This presentation by IBM’s Friedel Jonker highlights the social business transformation that IBM underwent in order to help other businesses become  fully socially-enabled enterprises. Their journey investigates the early technologies of customer relationship management (CRM) and key account management (KAM) and later explores the importance of putting the individual back into the social enterprise. IBM defines a social enteprise as “any company or organization that has integrated and operationalized social media within every job function to generate and implement value driving ideas by smarter processes and technology.”
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CRM, Omnichannel and the Quest for Customer Intimacy
“CRM has promised to create a complete, holistic view of the customer, but failed to break organizational silos and to deliver better customer experience.” – Gregory Yankelovich

Gregory acknowledges the trend in global population growth as it is apparent that it there are no plans of it to slow down. As the global reach of the enterprise increases, the customer’s demands and expectations do as well.
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Creating Exceptional Customer Experiences with Social CRM
Sign up for this free webinar presented by SugarCRM, IBM, and Highland Solutions (4/10 3:00 p.m. EST) that will discuss: engaging Customer 2.0 and the benefits of being customer-centric, empowering employees with integrated social business technology, creating a consistent client experience from administration to sales, and more.
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Put the individual back into CRM and into the social enterprise. I hope this was helpful for you and your businesses wherever you are in your social business transformation. Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will offer valuable insights to help jumpstart your customer loyalty program. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Creating an amazing customer experience can create customer evangelists. Although, how can you measure the value of a satisfied customer who isn’t loyal? Shep Hyken says it best:

There is a big difference between a satisfied customer and a loyal customer.
    ~ Shep Hyken

Did I also mention that Shep will be our keynote at this year’s SugarCon? The following will be a list of articles that can be used as a guide to revitalize your overall loyalty program, or give it a little boost.

Effective Social Media in your CRM: Loyalty
Social CRM can often complete the complete 360-degree customer view that companies rely on to communicate a consistent customer experience. Knowing exactly who your customers are will allow you to help serve them timely, relevant, and engaging content through the right social channel.
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How To Use Technology, Brains, and Service To Build Customer Loyalty
It’s here that you shift your customers’ perception of your company out of the “they’re perfectly fine for now” to “they’re my one and only.”” – Micah Solomon

Technology can’t foster customer relationships alone. However, by combining well-trained employees with the tools needed in order to create an extraordinary customer experience, you’ve created an opportunity demonstrate value to your customers and drive customer loyalty.
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Finding Benefits in SMB Loyalty Programs [Infographic]
How do you view customer loyalty for your SMB? This infographic explores the benefits of a loyalty program and exposes opportunities for you to take advantage of to leverage your customer base and keep them coming back for more.
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4 Sharp Tools for Honing Reseller Loyalty
This article focuses more on managing relationship within your extended sales force: the channel. Providing support through an indirect channel is like playing a lethal game of telephone in customer service.

“It’s repeatedly been said that service is the secret to loyalty. Most of the time, that’s said in reference to direct customers — but it applies even more so to the indirect channel.” – Christopher J. Bucholtz
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And there you have it. I hope you enjoyed this week’s roundup and have a newfound insight on loyalty. Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

Research image courtesy of Gartner, Inc.

Source: Gartner (June 2013) Research image courtesy of Gartner, Inc.

Found in a recent Gartner survey, 77% of American consumers go online looking for incentives relating to a purchase, and nearly one in two of them go online searching for effective problem solving. Meanwhile, as many as four times the number of people see a negative tweet as see a positive one. Wouldn’t it be better to see these people quickly and help them solve their problems, creating a positive brand awareness on social media rather than leave a negative perception of the brand?

By gaining visibility to customers’ social profiles, companies can discover who acts as brand advocates and influencers: who on Twitter posts positive messages (or negative ones) about customer service, who shares a particular buying experience by photographing a shirt or tie they recently bought on Instagram, or even who is connected to whom on LinkedIn to develop better in-roads into winning that all-important contract. The choices are endless.

Both B2B and B2C companies are relying on CRM to organise these insights about what customers are doing and buying, and to help establish predictive ability to know what and where to target next.

CRM gives this complete customer view by providing a single context of what the customer is doing — such as total wallet spend, or spending patterns — with a single entry point to not only analyse it, but to react to the information. Business rules and marketing drip campaigns can be driven off this data, but companies also gain the ability to see which individuals are brand ambassadors and who would be key to any successful loyalty programme integration.

Loyalty is a key theme at the moment, with many businesses seeking to not only maximize what they know about their customers, but to then enhance it with predictive behaviours and analysis that reward loyal customers and evangelists for the brand, and drive customers with similar behaviours to become stellar and vocal brand advocates.

At SugarCon 2014, I’ll be presenting on “Effective Social Media in your CRM” – we’ll be continuing this discussion on the use of social CRM to power effective loyalty programmes, as well as its application in targeted marketing campaigns and real-time customer support. Demonstrations of these systems in action will be showcased, along with customer stories of successful social CRM programmes for both B2B and B2C companies. I encourage you to attend this session to jumpstart your own consideration and integration of social CRM into your business!

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will contain some tips and tricks worth learning when it comes to social selling. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Recent studies show that social marketing has far greater rates of return than that of traditional outbound marketing.

Social media has a 100% higher lead-to-close rate than outbound marketing. (State of Inbound Marketing, 2012)

Here are a few tips and tricks to help get your organization on the path to being a social selling machine.

7 Ways Your Sales Team Can Get Results with B2B Social Media
“Are your salespeople actively engaged in social media as part of their lead generation efforts? If not, they (and your business) are missing out on great opportunities for researching potential B2B clients, building new networks and uncovering prospects by investigating their social media profiles.” – Jeremy Durant

Jeremy offers a play-by-play list of ways to encourage your sales team to embrace social media.
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Social Selling Dos & Don’ts
Lauren Barack offers her insight when considering the dos and don’ts of social selling. She highlights the importance of the quality over quantity of your prospects and shares relevant scenarios of making social selling work for you.
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How to Generate More Leads and Referrals on LinkedIn
Do you have 20 minutes to spend in the day? Follow these 10 steps to make the most of LinkedIn and prospect more effectively.
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will focus on mobile and its impact on the customer experience. We’re hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Leveraging Mobile to Increase Customer Engagement
“Even when well-planned email campaigns are structured around richly sourced CRM intelligence, they can only achieve limited customer engagement if they’re carried out as conventional one-way interactions.” – Jose Santa Ana

Jose puts into perspective the current state of CRM and highlights how many CRM systems in place today were created for the customer of 10 years ago. He offers some food for thought when considering mobile and fostering two-way conversations when interacting with your customers.
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Mobile: The New Heart Of Digital Customer Experience
Michael Hinshaw introduces the four initial and critical steps to follow when considering the mobile customer journey.

“The question isn’t whether or not mobile is important; it’s how ready you are to deliver the mobile experiences your customers demand.” – Michael Hinshaw
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Digital Ad Spend Quickly Shifting To Mobile: Are You Ready
By 2014, mobile internet usage should overtake desktop internet usage (source). eMarketer reports the opportunity of advertising to the global smartphone audience as its surpassed the 1.75 billion user mark in 2014. “The opportunity for tapping into this vast, highly-engaged consumer base is so huge it’s impossible to ignore.” – Lionel White
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

SugarCRM is the first CRM provider to be named “Ready for IBM Smarter Commerce,” which means the Sugar platform r4_smarter_commerce.jpgsupports and inter-operates seamlessly with core IBM Smarter Commerce components, including IBM Campaign and Interact, IBM Websphere Commerce, and IBM Sterling Commerce. As the current state of business, fueled by advancements in social, mobile and cloud technologies changes the way companies market and sell, IBM’s Smarter Commerce portfolio combined with Sugar can help enterprises of all sizes better meet these current and future challenges.

IBM Smarter Commerce turns customer insight into action, enabling new business processes that help companies buy, market, sell and service their products and services to today’s modern customer. With deep integrations into key Smart Commerce offerings, SugarCRM puts the “i” in Smarter Commerce.

What does it mean to put the “i” in Smarter Commerce? It means that SugarCRM extends IBM Smarter Commerce to customer-facing individuals such as sales and service representatives. For example, with IBM and SugarCRM, campaign management programs can be driven down to specific, actionable, in-context leads placed in the daily activity stream of individual sellers. Or, individual customer care agents can view the entire history of a given customer’s interactions, and can see targeted real-time recommendations right from within their call center application.

The result: faster campaign-to-cash, more efficient marketing and sales processes, and higher customer satisfaction and value.

For more information on how SugarCRM complements IBM Smarter Commerce and other IBM products and services, see sugarcrm.com/ibm

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup is dedicated to all things data related! We’ll be hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Does Your Company Need a Chief Data Officer?
In the era of big data, the one-title-fits-all technology roles are slowly diminishing. The need for a Chief Data Officer (CDO) is a quickly emerging topic being discussed particularly within the enterprise. A CDO would not own the data in and of itself, although they would be responsible for governing enterprise data and leveraging customer data as an asset. Does your company need a CDO? The answer may be, yes.
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Turn Big Data into Smart Data: You’ll Have Happier Customers
Big data has no value. At least according to predictive analytics expert Ingo Mierswa, “To extract value from it, you have to employ advanced analytics. You can only unlock the true power of big data when you learn how to transform it into smart data, data that helps you understand why the world works as we know it.”
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Completeness Is the New Black
How complete is your data, and are you collecting enough? Perhaps, the correct question to ask is: Are you collecting the right data? Denis Pombriant, managing principal of the Beagle Research Group explains, “We should all be aware that the bar is being raised for this next level of data collection, and we must understand the importance of completeness and relevance. It’s a competitive world, and getting to completeness before your competition might be the new black.”
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

We’re bringing the top Sugar highlights from the Twitterverse right here to the Sugar blog every Friday. Hear what Sugar fans tweeted this week! For more, join the conversation and follow us @sugarcrm

Bruce Zimmerman tweeted, “Just demo’d @sugarcrm Super sweet product! Lovin the Sugar High :-) #crm”

Donna Sokolsky Burke tweeted, “Congrats @acquia @sugarcrm: 2013 OnDemand 100 Top Private Companies http://shar.es/lrpRG  via @alwayson”

Nigel Gasper tweeted, “@sugarcrm’s #Sugar 7 skips the lipstick, gets a full body makeover and looks more beautiful than ever http://t.co/c7Rp5jO2qt

Atcore Systems tweeted, “Save the date: @sugarcrm will be taking #SugarCon 2014 back to the West Coast! #LoveSanFran ow.ly/i/1XOmw”

Carla tweeted, “#SugarCRM #gartner360 great presentation @sugarcrm. Loved the user focus.”

Lisette tweeted, “Great customer names here MT @sugarcrm: See why major industry brands select SugarCRM for Sales Force Automation: http://bit.ly/151L5dL

Have a Sweet Friday!

Best,

Anshu Agarwal

VP of Marketing