More Related Content Similar to SugarCon 2012 Presentation (20) More from Jesus Hoyos (12) SugarCon 2012 Presentation2. Jesús Hoyos
Managing Partner
@jesus_hoyos
www.jesushoyos.com
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3. About Jesús Hoyos
Google Me: Jesus Hoyos, CRM
LinkedIn: http://www.linkedin.com/in/jesushoyos
Twitter: @jesus_hoyos
Email: jesus.hoyos@solvisconsulting.com
More: http://about.me/jesushoyos
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4. Topic: Social Business in a
Global Market
CRM principals are the same no matter where you
go, but how those principals work best – and what is
appropriate legally and culturally – can vary
dramatically from place to place.
How to expand your social business internationally?
… without overlooking key details like data elements,
privacy, laws, culture, the Social CRM aspects of
collaboration and deploying social business in
multinationals.
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5. Key Trends
The Gartner 2011 CIO Survey reveals that The 2011 IBM Global CIO study results
almost half of all CIOs expect to operate their uncover that both CEOs and CIOs focuses
applications and infrastructures via cloud over the next 5 years are in Insight and
technologies within the next five years Intelligence, Client intimacy, people
skills, Risk Management, Enterprise model
Article Source: http://EzineArticles.com/6642962 changes, Industry model changes and
Revenue model changes.
Article Source:
http://EzineArticles.com/6642962
A survey by IT staffing company, Robert Half
Technology of 1400 CIOs across the United
States found that more than half are predicting
that real-time collaboration technologies The CIO Tech Poll in July 2011 shows that
such as Jive and SharePoint will surpass Top areas for investments include cloud
email as the chief form of internal computing services (62%), BI &
communications in the next 5 years. analytics (57%), hardware
infrastructure: tablets (55%) and
Article Source: http://EzineArticles.com/6642962 mobile/wireless (54%).
Article Source:
http://EzineArticles.com/6642962
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6. Key Areas
Community Platforms
Internal and External Communities
Internal Collaboration to manage customers
B2B
B2C
Big Data
Knowledge Management
Workflow and BPM
Web and Mobile Apps
Consumers Apps in the Enterprise
Video / Facetime
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7. Are we collaborating in the enterprise?
1. Create a private Google site or Facebook group?
2. Open a Yammer account before we get access to
Sharepoint?
3. BCC the VP of Customer Service
4. Don’t discuss the project failures in the next meeting
5. Waterfall vs Agile/Scrum
6. Are we ready to be agile and innovate?
7. Are we getting ideas from consumers?
8. The CEO only has 15 minutes to listen to us?
9. Where is that updated project plan?
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8. Social Business in other parts of the world
Relationships carry more power than data
It is not about a status update or LinkedIn
It is the hand shake, the hug
It is the dinner, it is who you know
It is personal, it is family
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9. Key Facts
Most International Companies are family owned
The Carlos Slim Effect
Grupo Carso
Telcel
Telmex
America Movil
Many Latin American companies are expanding
SURA buys ING Latin America
Juan Valdez is now in the United States market
Cemex is everywhere
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10. Key Areas to Consider
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11. Geography
Consider cities, countries and regional differences
(business units are not countries)
Geopolitical risks - part of your change management
Design your Social Business program and software
globally but deploy it locally
projects can fail when one business unit is collaboration-centric and the
another one is focused 100% in cutting costs
allow different social business technologies to be used – locally or
globally
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12. Processes and Functionality
Make sure you have standard processes that can be
adjusted to the realities of each country and region
Make sure that the functionality deployed can be changed
quickly. You do not want the local business unit to wait six
months for new functionality.
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13. Best Practices ARE not Best Practices
Many best practices in U.S. are not really best practices in
Latin America or in any of the BRICS’ countries.
Best practices some time are bad practices when
deployed in many countries or regions.
Make sure you monitor all processes and functionality to
make sure if they all make sense as best practices.
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14. SaaS & OnPremise
Validate the differences between SaaS and OnPremise for
your deployment on each country.
If you decide to use a SaaS solution, be aware that we are
in the era of the One-Click Deployment - validate GAP in
knowledge and execution.
Legal and Privacy aspects can affect a deployment in each
country.
Talk to Legal.
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15. Change Management
Do not push your CRM projects to the countries. HQ and
the local business units need to buy-in the project and a
good change management process needs to be in place.
Use local Project Managers.
Training and more training.
Have a realistic budget that goes beyond technology.
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16. Users
I think you heard this one before – “Start with the early
adopters or power-users”.
I will recommend the contrary, start with the employees
that will give you problems with change management or
adopting the CRM strategy…. You need to start early with
the late adopters.
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17. Use tools and methodolgy that enables
collaboration
Agile/Scrum
Wikis
Project Management
KnowledgeBase
GotoMeeting, Webex
Mindjet – share ideas
eLearning Tools
Involve HR in the local countries
Make your IT gives you access to the Internet
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8/14/10 Managing Int'l CRM Projects 17
18. Some ideas before deploying a Globals
Social Business strategy
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19. Discuss Benefits at the local region
Static project management tool vs. real-time
collaboration
Time to market
Crowdsourcing
Reduce cost in information finding
Talent retention and productivity
Manage risks faster
Agile
Innovation
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20. Why Collaborate?
It is about change management
It is about learning from failures
Goldfish effect
It is about KPIs
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21. Six Steps to start Collaborating (by region,
country)
1. Education and Training
2. Assess Company Culture
3. Learn what failed (history of projects)
4. Set objectives, goals and metrics
5. Make an action plan
6. Start a pilot project
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22. Step 1: Education and Training
Industry research in your industry or field
Learn about Agile/Scrum
Create a wiki or a Google Docs to share content
Bookmark content with Diigo
Avoid using internal email to share information
Use the free trials from the collaboration tools
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23. Step 2: Assess Company Culture
Personalities – advocate vs. detractors
Are we digital yet?
Capable to collaborate
Internal needs and requirements
Are we PMI Certified?
Can we innovate?
Share case studies in your industry
Can HR help with change management?
Can we avoid the Netflix effect?
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24. Step 3: Learn what failed (history of projects)
Past success stories
Past failures
Document what happened
Learn from lessons
Setup new metrics to learn
Be ready to fail again but be sure to improve fast
Be agile
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25. Step 4: Set objectives, goals and metrics
Based on the first 3 steps setup goals, objectives
and metrics
Gather a list of requirements and process to start
collaborating and innovating
Link requirements to real company problems and
solutions
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26. Step 5: Set up an action plan
Project Charter – use a collaboration tool for this
Look for executive buy in
Look for staff buy in
It is not just that they accept the project but they are
part of it – there needs to be commitment
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27. Step 5: Start a pilot program
In Phases
Use Collaboration tools
Measure results everyday
Be ready to fail
Always on “beta”
Be ready for change
Be agile
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28. Q&A
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29. Thanks!
Jesús Hoyos
jesus.hoyos@solvisconsulting.com
@jesus_hoyos
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31. #SCON12
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