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The convergence of social media and CRM is changing the way businesses approach and manage relationships with customers and prospects. Key to this change is a firm understanding of the benefits a social CRM strategy can provide. This session will explore how sales, customer service teams, and companies in general, can utilize the massive amounts of activity and conversations occurring on social media to drive measurable impact to the business bottom line.
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LEVERAGING SOCIAL MEDIA TO BENEFIT YOUR ORGANIZATION
Mark Holder
Director of Platform
HootSuite
@theeholder #SugarCon
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About HootSuite
9+ MILLION USERS 175+ COUNTRIES
1,000+ ENTERPRISE CUSTOMERS 15 LANGUAGES
747 FORTUNE 1000 100+ SOCIAL NETWORKS & INTEGRATIONS
3
HootSuite Ecosystem
HootSuite
APIs
BI
CRM
Marketing Automation
Analytics
HR
CollaborationCompliance
CMS
Customer Support
ERP
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HootSuite Ecosystem
• Launched Nov, 2011• 90+ Applications• 1.5M+ Downloads • Broad Coverage
– CRM– Customer Support– Marketing Automation– Deep Listening– Content Management– Collaboration
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Organizations are More Social
Marketing
IT
Sales
CustomerService
Operations
Supply chainoperations
Risk management
Finance
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The Social Enterprise Journey
SOCIAL ADVOCACY SOCIAL ORGANIZATIONSOCIAL TEAMS
Source: Altimeter research
• Ad hoc participation• Efforts emerge
separately from the bottom up
• Centralized control• Social activity reports
to individual departments
• Cohesive integration• Cross functional team
working across multiple business units
SOCIAL ADVOCACY
SOCIAL TEAMS
SOCIAL ORGANIZATION
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Social Empowers the Workforce
Social Media Team
Average # of Accounts:
Reach: 1,736,079
10.4 10.1
152,646 Likes
14,709 Followers
Employees:
Reach: 22,236,000
111Friends
25Followers
Social Media Team
163,500
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Social Empowers the Individual
Extraordinary customer experiences across the customer lifecycle
• Widen your reach• Drive more leads• Influence buying decisions
and behavior• Address customer needs
and issues more quickly• Increase customer
retention
Awareness
Familiarity
Consideration
Purchase
Loyalty
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Create Leads in SugarCRM from Social
10
Create Leads in SugarCRM from Social
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Create Cases in SugarCRM from Social
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Create Cases in SugarCRM from Social
THANK YOU
@theeholder #SugarCon
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