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
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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
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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
