Connect Learn Share Yammer and CRM Better Together

Connect Learn Share Yammer and CRM Better Together 12. 10. 2013

Introduction Gretchen Opferkew, MCT, CRM MVP Director of Education, Power. Objects Minneapolis, MN 612 -3355 Ext 126 gretchen@powerobjects. com @crmgretchen @CRMU

About Power. Objects @CRMU

Agenda § § § What is Yammer? Why would we use it? How does it work with CRM? Process of Implementing Yammer? Questions @CRMU

POLL #1 § Where are you with Yammer? – using the integration with CRM – using Yammer but not with CRM – considering using Yammer – not sure @CRMU

Connect Learn Share DEMO

Poll #2 § What do you think? – Love it – Seems like it has potential – I’m still not sure – What are we talking about again? @CRMU

Connect Learn Share Why would I use it?

Business Use Cases that have ROI Team collaboration Decision making Questions Contacting a team Project management Distributing information Onboarding new employees Searching a Knowledgebase Town Hall Meetings a. k. a “Yam. Jam” @CRMU

Benefits Employees have a voice Engaged employees = less turnover Breaks down silos Improves communication Reduces time to resolve issues @CRMU

Connect Learn Share How does it Work with CRM?

CRM Integration From Yammer to CRM From CRM to Yammer @CRMU

Connect Learn Share DEMO

Poll #3 § What do you fear most about Yammer in your organization? – Teaching users how to use it – Controlling what users do – Getting users to adopt it – I am fearless @CRMU

Connect Learn Share Process of Implementing Yammer

Cultural Change “Social Enterprise is implemented 80% through organization culture and 20% through technology. ” Technology - Gartner, September 2012 Culture @CRMU

The Social Journey • Focused • Systematic • Proven • Iterative @CRMU

Four Factors for a Successful Journey Clarity of Vision Sponsorship and Participation Integration Community Management Your organization can explain how ESN helps them do their job better. Executives and key contributors are committed to driving adoption. The right sources of business data are connected to your Enterprise Social solution. A proactive, analytics-based approach is applied to engaging users. @CRMU

Playbook @CRMU

Use Case @CRMU

Resources § YCN – Yammer Customer Network https: //www. yammer. com/yammerycn/ § Success Center http: //success. yammer. com/ § Support http: //support. microsoft. com/gp/yammer @CRMU

Connect Learn Share Questions

Thank You! Gretchen Opferkew, MCT, CRM MVP Director of Education, Power. Objects Minneapolis, MN 612 -3355 Ext 126 gretchen@powerobjects. com @crmgretchen @CRMU