Archives For social CRM

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.

CRM_Roundup_Banner_V4
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!

CRM_Roundup_Banner_V4
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!

Using social collaboration tools? Want your opinions heard? Then take a few minutes to take a new survey by Aberdeen 500px-Collaboration-handsGroup  focused on social collaboration.

The enterprise social collaboration concept has been around for a few years, evolving from IM and other chat tools into activity streams, document sharing, web meeting, and other combined technologies to better enable cooperation in all kinds of workplaces.

We’d like to hear how Sugar users are connecting distributed workers, and those in the same campus, via enterprise collaboration tools. The more we learn, the more we can shape our product and integration strategy to best fit the true needs of the Sugar user.

Take the survey HERE.

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

Kenny Ray tweeted, “@sugarcrm Looking forward to learning about your product at #tek13”
https://twitter.com/kennyray/status/331768144777588737

Jason Eggers tweeted, “I love using it. Syncs docs and more. RT @sugarcrm: Learn about Rolustech’s Gmail Plug-in…Sugar App of the Month! http://bit.ly/Zgu2wT”
https://twitter.com/eggsurplus/status/331804664104353792

Mirco Mueller tweeted, “We won again with @sugarcrm and @Share2B against http://salesforce.com and chatter :) #crm #ESN #SocialSales #SocialBiz #enterprise20”
https://twitter.com/mller_mirco/status/332396514771095554

Peter Niemeyer tweeted, “Thank you @carm_torres and the entire @IBMCCMad crew for making @sugarcrm look good! Here the winning workshop-group pic.twitter.com/vUZq0zoLlP”
https://twitter.com/NiemeyerPeter/status/332633750376689665

Have a Sweet Friday!

Best,
Anshu Agarwal
VP of Marketing

Today at CeBIT in Hannover, germany, the members of the OpenSocial Foundation announced a new initiative to define, design and releas

opensocial

e a new social applications toolkit. SugarCRM is a member of the foundation, established in 2008, which also includes IBM, Jive Software and consultancy the DachisGroup.

The Foundation’s initiative is aimed at “streamlining and simplifying the approach to tightly integrated collaboration across social applications for both enterprises and consumers.” As more and more business and consumer applications become more collaborative, and touch social media in more diverse and innovative ways – the Foundation is taking a leading position in building an open toolkit to help organizations and developers of all types to embrace and create modern socially enabled solutions.

SugarCRM CTO and co-founder Clint Oram remarked on the initiative:

“There is no better implementation of an open standard than through an open source project. By committing to both an evolution of the specification and the surrounding open source projects incorporating the latest developments in HTML5, modern browser technologies and JavaScript libraries like node.js and jQuery, the OpenSocial Foundation is responding to the demands of its community.”

To learn more about the OpenSocial Foundation or to participate in the definition of the next generation of open social technology standards, please contact the foundation at president@opensocial.org.

In a recent blog, Ernst & Young’s Laurence Buchanan quite astutely pointed out that we are entering a new age of CRM. For want of better terms, he defined the age we’re leaving as the “analog” age and the age we’re entering as the “digital” age, primarily because the penetration of digital technology has had a change in the way businesses reach customers and vice versa.

Laurence delivered a tremendous keynote at SugarCon 2011 that touched on these topics (you can see it on SlideShare)  but this blog expands on these ideas, and it led Laurence to these set of characteristics of a “digital age” CRM application:

  • Designed for Customers and front line customer-facing staff, not just for management
  • Focused on speed to value and positive internal momentum
  • Designed with a core foundation (e.g. data, processes) but able to embrace change at the front-end of customer interaction (i.e. devices, apps, social networks etc.)
  • Delivered in an iterative fashion with constant business involvement
  • Open and integratable in nature (often made up of a collection of services rather than a single package)
  • Cross-functional in nature, busting through internal silos
  • Paid for based on value delivered to the business

It’s always great to see a respected thinker independently assert ideas that you hold dear, and that’s what Laurence has done here. He wasn’t talking specifically about Sugar, but he articulated many of the ideas that SugarCRM has used to build its platform. Here are a couple ways that Sugar achieves that:

“Designed for Customers and front-line customer-facing staff, not just for management:” This is the heart of SugarCRM’s “user first” philosophy. There’s no point in designing an application that caters to management and focuses on reporting if the people who feed data into the system (the front-line customer-facing staff) don’t use it. Sugar’s constant focus on the front-line user means that managers get better, more accurate data to work from, and the users clearly how using the application makes their jobs easier, makes them more in commissions, allows them to market better, or enables them to provide better support. A CRM application should make everyone better at his or her job, not just the sales manager.

“Focused on speed to value and positive internal momentum:” This is such a vital consideration we created a white paper about this very subject.  It’s critical that you take this into account, not just at the time of the initial deployment but as new features are added. The paper suggests that you ask yourself, ”from the time you begin deployment of a CRM solution, how long did it take before the solution delivered real business value as measured by criteria that you defined? We believe that with the right approach, you can achieve measurable business value from CRM in as little as 30 days.”

Of course, deployment time can be affected by outside influences, like the quality of the data you start with. But when the application is designed with this notion of speed to value as a critical attribute, you’re far more likely to see a return on investment – not just a faster ROI, but ROI in general, since delays can harm your ability to gain user buy-in and the universal adoption that leads to a truly effective CRM system.

“Designed with a core foundation (e.g. data, processes) but able to embrace change at the front-end of customer interaction (i.e. devices, apps, social networks etc.).” Sugar’s basic functionality is solid, but there’s a lot more to it than just the basics. As you get beyond the core sales force automation features you’ll see not only built-in support for mobility  (and that means mobility on all major devices) and for social media input (via activity streams), but also an unparalleled ability to integrate with the applications that are key to running your business.  Which leads directly to…

“Open and integratable in nature (often made up of a collection of services rather than a single package).” That doesn’t mean applications or services from a specific technology stack, as in the case with other major CRM vendors. That means the applications you select because they’re the right choices for your business. Because flexibility and integration are two more basic tenets in the Sugar design philosophy, and because SugarCRM works with over 400 resellers worldwide to deliver the application, it’s far easier and far les expensive to maintain that control over your business software systems. The vendor doesn’t dictate which applications you will use; you decide what’s best for you.

Laurence wasn’t describing SugarCRM in his blog post, but we’re exceedingly pleased that his choice of words fits us so well!