PIVOTAL DEVELOPMENT: ENHANCING SOCIAL CRM

Daren KinnairdTechnical Architect

Paul Greenberg

Author of CRM at the Speed of Light,

Defines Social CRM:

“Philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation."

• A Quick Introduction• Getting Started with Social CRM• Two Practical Examples

Pivotal Development: Enhancing Social CRM

We don’t just integrate; we want to take:

• Take Action• Take Advantage• Take Initiative • Take Notice

Social CRM Strategy

• Uncover social media intelligence• Take action on social media insights• Grow your social media presence• Simplify social media marketing• Find connections• Improve public relations

Key Features

• Social Media Sites• Account Linking• Activity Viewing• Aggregate Views• Social Media Searches• Social Media Monitoring• Insider Views

• Google Blog Search• Social Media Communication• CRM Actions• Facebook Event Management• Social Media Activity Tracking• Relationship Tracking

Functionality

Pivotal 6.0.6 - 6.0.10 installed• CMS, FS, HB

Pivotal Smart Client

SCRM 6.0 Compatibility

Pivotal 6.0.10 installed • Pivotal Contact Management 6.0.8.1• Sales Force Automation 6.0.8.1 (Optional)• Customer Service and Support 6.0.8.1 (Optional)• Social CRM 6.0.10.1

Pivotal Smart Client

SCRM 6.0.10 Compatibility

• Import Social CRM Transporters• Import Language Strings• Customize and Setup

Install Steps

Pivotal Contact

Management

Sales Force Automation

Social CRM

Customer Service and

Support

What We Have So FarBusiness Module

• Setup Corporate Accounts

Corporate Account Configuration

Employee Configuration

Online Presence

• Find out what is being said on Facebook, Twitter…

• Minimize the need to go somewhere else

Online Presence

Actions• Engage while looking at social media updates

and create actions on them• Basic actions like adding a lead from their

online presence• Facebook, LinkedIn...

• Outlook Tasks (PCM)• Stay Connected (Tweet or Re-Tweet)• Lead (SFA)• Support Incident (CSS)

Action Examples

• Consolidate Tweets within the same company

• Facebook events- Invite CRM Contacts to your Facebook

event.• Facebook and Twitter Relationships

- Get connected to the Opportunity- Identify influencer relationships on an

opportunity.

Scenarios for Action

Out of the Box Actions

Practical Example #1

• Enhance the Action Menu• Create a new Activity• Default data from the Social Update

Notification Event Handler

In computer programming, an event handler is an asynchronous callback

subroutine that handles inputs received in a program.

Event

Handler

Notification

Notification Handlers

Review Existing Notifications

Notification Handlers

using CdcSoftware.Pivotal.Applications.Scrm.Client;using CdcSoftware.Pivotal.Applications.Scrm;using CdcSoftware.Pivotal.Applications.Scrm.Data.Element;

Referencing SCRM

Notification Event in Code

New Actions

Setting up the Handler

Defaults for a Social Status

Defaults for Social User

New Activity

Practical Example #2

• Hashtag Search• Using the Twitter Interface to extend the

functionality• Display Search Results

Integrate Social Media

Notification, One More Time

Handler

Searching Twitter

Populating the Results

Searching

Action

Techniques

• Notification Event Handlers• Global• Table• Instance

• Social Media Interfaces• Twitter• Facebook• LinkedIn

QUESTIONS?