Sage Insights 2015 Using the mobile and social benefits of Sage CRM to enhance your business. Ocean Helberg. Senior CRM Consultant

Agenda Mobile info and updates for Sage CRM 7.3 What is Social CRM Social Media – facts & figures How can I use it for my business? How can I get started?

Today 89% of employees use a mobile for work, while 67% of companies say they would lose competitive ground without these devises. By 2016, more then 1.6 billion smart devices will be purchased globally

Sage CRM Mobile What’s available now Apps Sage CRM Sales Lite Sage CRM Sales Tracker Connected Sage CRM for iPhone Sage CRM for Android Sage CRM for Tablets

Sage CRM 7.3 introduces one, consolidated mobile version of Sage CRM that works across all major smartphone and tablet devices

Sage CRM for iPhone app – Customisation capabilities, – Add appointments & tasks to their phone – Add their phone contacts as Person or Lead records in Sage CRM

Sales app now available on Android devices with Sage CRM 7.3

What is “Social CRM” and why does the evolution of CRM matter to every business Social CRM is a strategy that combines CRM’s multiple business tools with engaging, personally through Social Media’s vast amount of users from CRM and then back into CRM. #SociallyDevoted brands have growth rates that support their social activities

CRM, Social CRM – what & why? CRM Generally “CRM is a business strategy designed to optimise profitability, revenue, and customer satisfaction” Social CRM Generally Social CRM is a strategy that enables the forging of richer, deeper and more intimate relationships with customers and prospects.

Quick Poll Who has their own Twitter, Facebook or LinkedIn account? Whose company has their own profile? Who has contacted a company through Social Media?

How can social CRM benefit your business? Generally - Increase Revenue - Avoid Costs - Improve Service Inside a business How could you better ….. −Attract new business? −Sell products & services? −Look after your customers? −Share information?

Social Media facts & figures If Social networks were countries…

Social Media facts & figures Who uses it? 15.9 Million users in South Africa

Social Media facts & figures How does it influence us?

How do I use Social CRM? Using LinkedIn, Twitter and Facebook insights to get a full view of customer View social connections

If you implement Social CRM … Engage with customers & prospects by Answering queries about your product Who is looking for what you do? Or who is asking about YOUR product? Who is having problems using your product? Perhaps they would tweet about a negative experience if they’re not helped?

If you implement Social CRM … Collaborate by sharing information in real time using internal social media −Posting updates about customers or prospects −Posting updates about your own organization or industry

Sage CRM company and user’s record Yammer Feed

If you implement Social CRM … −Use as a low cost market and advertising tool −Lead generation and sales conversions −Gaining thoughts and opinions from existing clients

Sage CRM company with a Facebook profile

If you implement Social CRM …

Replying to a tweet from within CRM

Taking Social CRM to the next level with Sage CRM

What might happen if someone mentions you on Twitter? What might happen if someone tweets about something relevant to your business? How could you capture this and use this interaction?

account is monitored Content of is scanned Is Account known by Sage CRM? Taking Social CRM to the next level with Sage CRM

Create task for customer support / sale team Does Sage CRM already know the Social account? Is it a query, criticism, sales opportunity? Taking Social CRM to the next level with Sage CRM Assign to appropriate team

Where do I start? 1Choose your social network 2Talk to your customers 3Encourage customer engagement 4Let social media inform your business

−Promote social CRM inside your business −If you set the expectation that your business is engaged through social Media, then you must deliver −Use across the organisation – no silos! I’m engaging with customers on social media, what next?

Summary and Takeaways Think about the data & processes in your company – how could Social CRM improve them? Customer Insight Respond to questions and concerns Promote your business Use collaboration tools Come & visit us on the stand for our “Practical Guide to Social CRM ” … and, of course, see Sage CRM in action

#ThankYouForYourTime!