This document provides an overview of the SOMO CRM system. SOMO CRM is a social mobile customer relationship management platform that integrates marketing automation, salesforce automation, supply chain management, customer fulfillment and support, and social media integration. It allows organizations to streamline processes from lead generation to fulfillment. Key features include campaign management, lead management, sales pipeline management, and inventory management.
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SoMo CRM Introduction
1. SOMO CRM
Social
Mobile
Customer
Rela.onship
Management
2. AGENDA
1
System
Overview
2
Marketing
Automation
3
Sales
force
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
5. B U S I N E SS A P P L I C AT I O N
o Streamline
your
business
opera.ons
through
system
integra.on
and
automa.on.
Make
your
presence
known
to
the
world
while
capturing
analy.cs
to
aid
your
marke.ng
and
sales
group
in
planning
their
campaigns
and
strategy.
Social
SMS
Media
Marke:ng
Campaign
Responses
Phone
Website
Calls
Sales
Qualifica.on
Closure
SCRM
Supply
Customer
Front-‐End
Opera:ons
Leads
+
Chain
Support
Telema:cs
Personal
Behavioral
Interac:on
Data
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6. SYSTEM OVERVIEW
SOMO
CRM
stands
for
Social
Mobile
Customer
Rela:onship
Management.
It
leverages
in
todays
ho?est
trend
in
technology
to
iden.fy,
interact
and
support
new
and
exis.ng
customers.
Combined
with
the
basic
features
of
a
standard
CRM
system,
SOMO
CRM
enables
organiza.on
to
streamline
their
processes
from
lead
genera.on
to
fulfilment.
o Marke.ng
Automa.on
o Sales
Force
Automa.on
o Supply
Chain
Management
o Customer
Fulfillment
and
Support
o Social
Collabora.on
Wall
o SMS
/
eMail
Integra.on
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7. SYSTEM ARCHITECTURE
Client Premises
Client
Inquiry
Dedicated
Server
Connected
to
Client
Generates
a
lead
for
SOMO
CRM
Firewall
for
Security
Users
at
client
site
can
access
SMS
SCRM
wall
and
inquiry
Standard
generates
a
Features
lead
Email
inquiry
generates
a
lead
E-‐Mail
and
SMS
Blast
can
be
configured
via
scheduled
job
or
Web
Service
Call
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8. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
9. M A R K E T I N G A U TO M AT I O N
SOMO
CRM
provides
E-‐mail
Marke.ng,
Online
Lead
Forms,
Product
Management
specifically
useful
for
your
organiza.on's
marke.ng
team.
It
also
have
other
marke.ng-‐related
modules
that
will
synchronize
your
marke.ng
teams
campaign
plan
and
results.
o Campaign
Management
o Lead
Management
o Products
Management
o Ac.vity
Management
o Calendaring
o Contact
Management
o E-‐mail
Marke.ng
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10. CAMPAIGN MANAGEMENT
Plan
your
campaign
through
SOMO
CRM’s
campaign
management.
Keep
track
of
your
budget
and
monitor
the
effec.veness
by
measuring
the
captured
and
closed
leads
against
your
target.
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11. LEAD MANAGEMENT
Leads
can
s.ll
be
created
through
the
tradi.onal
lead
management
in
addi.on
to
the
automated
link
from
your
Website
and
SMS
gateway.
Either
way,
leads
captured
can
be
accessed
through
SOMO
CRM’s
Lead
Management
module.
www.ictvglobal.com/iCollege
12. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
13. S A L E S F O R C E A U TO M AT I O N
Sales
Force
Automa.on
is
used
to
support
the
sales
process
of
an
organiza.on.
It
provides
various
tools
to
manage
various
stages
of
a
sales
ac.vity.
Various
reports
and
analy.cs
can
be
retrieved
to
streamline
an
organiza.ons
sales
process.
o Lead
Management
o Opportunity
Management
o Account
Management
o Contact
Management
o Ac.vity
Management
o Reports
and
Dashboards
o Product
Customiza.on
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14. POTENTIAL MANAGEMENT
Poten.als
are
managed
through
Poten.al
Management
module.
Key
informa.on
such
as
Lead/Campaign
Source,
Amount,
Expected
Close
Date,
Sales
Stage,
etc.
are
recorded
to
properly
monitor
and
determine
the
appropriate
ac.on
needed
to
close
the
deal.
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15. CONVERSION OF LEAD TO POTENTIAL
Poten.al
can
be
created
either
through
direct
data
entry
or
by
conver.ng
an
exis.ng
Lead
to
a
Poten.al.
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16. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
17. S U P P LY C H A I N M A N A G E M E N T
SOMO
CRM
extends
beyond
tradi.onal
CRM
to
provide
a
complete
sales
cycle
management
by
integra.ng
Inventory
Management
func.ons,
such
as
Products,
Price
Books,
Vendors,
Sales
Quotes,
Purchase
Orders,
Sales
Orders,
and
Invoices
with
CRM
modules,
such
as
Leads,
Accounts
&
Contacts,
and
Opportuni.es.
Through
SCRM
you
can
achieve
the
seamless
integra.on
between
pre-‐sales
and
post-‐sales
ac.vi.es
in
a
single
applica.on.
o Products
Management
o Sales
Quote
o Order
Management
o Invoices
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18. S U P P LY C H A I N M A N A G E M E N T ( I N V O I C E )
SOMO
CRM
includes
modules
related
to
supply
chain
management
such
as
Sales
Order,
Inventory,
Invoice,
etc.
Though
not
as
mature
as
those
available
in
SAP
or
Oracle
Financials,
it’s
supply
chain
management
can
support
simple
processes
or
at
least
makes
integra.on
to
other
Systems
easier.
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19. COLLECTION AND
INVOICE VIA TELEMATICS
Client
Premises
Internal
users
and
clients
access
SOMO
CRM
via
Internet
connec:on
Dedicated
Server
for
SOMO
CRM
Field
Agents
Access
Secured
Access
Telema:cs
in
Sales
Opportuni:es
Via
VPN
Connec:on
and
Invoices
are
real
:me
via
processed
between
secured
VPN
SOMO
CRM
and
Connec:on
and
Telema:cs
in
Real
collect
Connected
to
Client
payments
based
Time
Firewall
for
Security
on
job
orders
Dedicated
Server
for
Invoices
are
printed
via
Telema:cs
using
Telema:cs
a
portable
printer
device
through
20. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
21. CUSTOMER FULFILLMENT & SUPPORT
SCRM
provides
enterprise
quality
Customer
Support
&
Service
features
specifically
useful
for
your
organiza.on's
customer
support
force.
You
can
also
use
other
customer
support-‐related
modules,
such
as
Products,
Ac.vity
Management,
Calendar,
Contact
Management
and
the
rest
of
the
modules
to
ease
collabora.on
amongst
departments.
o Service
Contracts
o Ticket
Management
o Frequently
Asked
Ques.ons
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22. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
23. S O C I A L WA L L C O L L A B O R AT I O N
Social
Wall
is
a
FaceBook
like
interface
to
ease
up
collabora.on.
It
is
integrated
with
the
core
CRM
features
such
as
leads,
accounts,
poten.als,
invoices
and
the
likes.
A
wall
entry
will
be
created
for
various
CRM
entries.
From
such
entry,
other
users
of
SOMO
CRM
can
comment
for
a
threaded
discussion.
o Main
CRM
Integra.on
o E-‐Mail
Alert
o Document
Wall
(op.onal
feature
–
integra.on
with
DMS)
o Opera.ons
Wall
(op.onal
feature
–
customized
per
organiza.on)
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24. SOCIAL WALL
Social
Wall
provides
an
interac.ve
wall
for
users
to
exchange
their
ideas.
It
can
also
be
used
to
raise
a
request
and/or
collaborate
on
the
plan
and
strategy
across
personnel
who
have
access
to
the
Social
Wall.
www.ictvglobal.com/iCollege
25. DOCUMENT WALL
Document
Wall
is
an
op.onal
feature
within
SOMO
CRM
that
is
integrated
to
an
Electronic
Document
Management
Systems.
It
provides
a
venue
for
sharing
documents
to
other
users
who
have
access
to
a
common
wall.
www.ictvglobal.com/iCollege
26. O P E R AT I O N S WA L L
This
is
an
op.onal
wall
to
streamline
an
organiza.ons
process
by
incorpora.ng
some
workflow
in
the
crea.on
and
processing
of
transac.ons.
www.ictvglobal.com/iCollege
27. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
28. S M S / E - M A I L I N T E G R AT I O N
SOMO
CRM
have
SMS
and
E-‐Mail
engine
that
is
integrated
with
the
tradi.onal
CRM
features
to
provide
an
automated
link
with
your
organiza.on
and
your
customers.
o Leads
via
E-‐Mail
and/or
SMS
o Customer
Service
via
E-‐Mail
and/or
SMS
o Marke.ng
via
Web
Site,
SMS
or
E-‐Mail
Blast
(customized
per
organiza.on)
www.ictvglobal.com/iCollege
29. L E A D V I A S M S I N T E G R AT I O N
Automa.cally
creates
lead
from
an
SMS
received
from
a
poten.al
client.
An
entry
will
also
be
created
in
the
wall
and
an
email
alert
will
be
sent
to
the
group
assigned
to
manage
the
wall.
www.ictvglobal.com/iCollege
30. L E A D V I A W E B I N T E G R AT I O N
Automa.cally
creates
lead
from
a
company
website
that
is
integrated
to
SOMO
CRM.
An
entry
will
also
be
created
in
the
wall
and
an
email
alert
will
be
sent
to
the
group
assigned
to
manage
the
wall.
www.ictvglobal.com/iCollege
31. L E A D V I A S M S I N T E G R AT I O N
Email
response
can
also
be
configured
within
SOMO
CRM
to
acknowledge
receipt
of
a
client
inquiry.
www.ictvglobal.com/iCollege
32. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
33. RESPONSIVE WEB DESIGN
Our
SOMO
CRM
was
developed
to
be
responsive
to
whatever
device
you
have
(desktop/laptop,
iPhone/Android
or
Tablet).
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34. AGENDA
1
System
Overview
2
Marketing
Automation
3
Salesforce
Automation
4
Supply
Chain
Management
5
Customer
Fulfillment
and
Support
6
Social
Collaboration
Wall
7
SMS
/
eMail
Integration
8
Responsive
Web
Design
9
Some
thoughts
on
Digital
Marketing
www.ictvglobal.com/iCollege
35. L E A D G E N E R AT I O N I S A P R O C E SS
Inquiry
genera.on
Response
handling
Lead
qualifica.on
Lead
nurturing
Hand
off
to
sales
Sales
closure
Tracking
Con.nuous
improvement
The
company
with
the
best
process
wins.
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36. IT’S A NUMBERS GAME
o Of
100
inquiries...
20%
will
qualify
(that’s
20
qualified
leads)
o Of
20
qualified...
50%
can
be
contacted
(that’s
10
contacted)
o Of
10
contacted...20%
will
convert
(that’s
2)
o So
we
may
just
end
up
with
2
closed
sales.
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37. L E A D C O N V E R S I O N R AT E S
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38. 1 IN 63 INQUIRERS CONVERTS TO A SALE
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39. USE THE MOST PRODUCTIVE
INQUIRY GENERATION MEDIA
TOP
TECHNIQUES
TODAY
o Solicit
leads
at
your
website
o Ask
your
customers
for
referrals
o Search
engine
marke.ng
o SEO
o SEM
o Outbound
telemarke.ng
o Direct
mail,
including
dimensional
mail
o Trade
shows,
if
the
audience
is
highly
qualified
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40. TURN YOUR WEBSITE INTO A
L E A D G E N E R AT I O N M A C H I N E
Mo.vate
visitors
to
leave
behind
their
contact
informa.on.
www.ictvglobal.com/iCollege
42. SOCIAL MEDIA IS
R A M P I N G U P I N B -TO - B
About
90%
of
businesses
report
they
are
using
social
media
today.
www.ictvglobal.com/iCollege
43. H O W T O A P P LY S O C I A L M E D I A T O
L E A D G E N E R AT I O N O B J E C T I V E S
Objec:ve
Medium
Applica:on
INQUIRY
Add
an
offer.
Drive
to
GENERATION
landing
page.
Collect
data.
LEAD
Supplement
outbound
QUALIFICATION
communica.ons
with
research
on
networks.
LEAD
NURTURING
Keep
in
touch
with
unqualified
prospects
via
every
possible
medium.
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44. LANDING PAGE
BEST PRACTICES
o Visually
connect
the
landing
page
to
the
ad.
o Landing
pages
specific
to
the
outbound
message
improve
response
by
48%
(according
to
Marketo)
o Deliver
on
the
ad’s
promise.
o Ask
for
only
the
data
you
need.
o Pre-‐populate
forms
where
possible.
o Test!
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45. BOTH ONLINE & OFFLINE SOURCES
ARE IMPORTANT TO BUYERS
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46. WHAT DOES THIS
MEAN FOR MARKETERS?
o Companies
have
the
chance
to
meet
their
prospects
earlier
in
the
process
than
ever.
o Set
yourself
up
to
respond
to
buying
signals
in
real
.me.
o Marke.ng
must
keep
the
rela.onship
moving
forward
o for
a
longer
period
o synchronizing
their
communica.ons
throughout
the
buying
process
o with
mul.ple
par.es
who
have
different
agendas
o through
a
wide
variety
of
media
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47. H O W B -TO - B D I R E C T
MARKETING IS EVOLVING
Tradi:onal
approach
The
new
B-‐to-‐B
direct
marke:ng
o Generate
a
lead
o Communica.ons
across
o Qualify
along
sales
cycle
o Hand
off
to
sales
o Mul.ple
touches,
o Cross-‐sell/up-‐sell
media,
offers
o Messaging
relevant
to
mul.ple
par.es
o Marke.ng
responsiveness
to
buying
signals
in
real
.me
www.ictvglobal.com/iCollege
48. CHECKLIST OF CONTENT ASSETS
A
library
that
can
serve
different
needs
o Case
studies
o White
papers
o Archived
webinars
o Podcasts
o Videos
o Research
reports
o Blog
entries,
Tweets
o Infographics
o Press
releases
o Ar.cles
o Data
sheets
o Customer
stories
o eBooks
o Execu.ve
interviews
o Presenta.ons
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