pivotal development: enhancing social crm
Post on 14-Sep-2014
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DESCRIPTION
Gain coding skills you can apply right away.Daren Kinnaird, Technology Architect & Manager, CRM Development Services, PivotalTRANSCRIPT
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PIVOTAL DEVELOPMENT: ENHANCING SOCIAL CRM
Daren KinnairdTechnical Architect
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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."
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• A Quick Introduction• Getting Started with Social CRM• Two Practical Examples
Pivotal Development: Enhancing Social CRM
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We don’t just integrate; we want to take:
• Take Action• Take Advantage• Take Initiative • Take Notice
Social CRM Strategy
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• 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
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• 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
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Pivotal 6.0.6 - 6.0.10 installed• CMS, FS, HB
Pivotal Smart Client
SCRM 6.0 Compatibility
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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
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• Import Social CRM Transporters• Import Language Strings• Customize and Setup
Install Steps
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Pivotal Contact
Management
Sales Force Automation
Social CRM
Customer Service and
Support
What We Have So FarBusiness Module
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• Setup Corporate Accounts
Corporate Account Configuration
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Employee Configuration
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Online Presence
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• Find out what is being said on Facebook, Twitter…
• Minimize the need to go somewhere else
Online Presence
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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...
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• Outlook Tasks (PCM)• Stay Connected (Tweet or Re-Tweet)• Lead (SFA)• Support Incident (CSS)
Action Examples
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• 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
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Out of the Box Actions
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Practical Example #1
• Enhance the Action Menu• Create a new Activity• Default data from the Social Update
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Notification Event Handler
In computer programming, an event handler is an asynchronous callback
subroutine that handles inputs received in a program.
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Event
Handler
Notification
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Notification Handlers
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Review Existing Notifications
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Notification Handlers
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using CdcSoftware.Pivotal.Applications.Scrm.Client;using CdcSoftware.Pivotal.Applications.Scrm;using CdcSoftware.Pivotal.Applications.Scrm.Data.Element;
Referencing SCRM
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Notification Event in Code
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New Actions
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Setting up the Handler
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Defaults for a Social Status
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Defaults for Social User
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New Activity
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Practical Example #2
• Hashtag Search• Using the Twitter Interface to extend the
functionality• Display Search Results
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Integrate Social Media
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Notification, One More Time
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Handler
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Searching Twitter
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Populating the Results
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Searching
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Action
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Techniques
• Notification Event Handlers• Global• Table• Instance
• Social Media Interfaces• Twitter• Facebook• LinkedIn
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QUESTIONS?