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2010 corporate overview_sugar6
 

2010 corporate overview_sugar6

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  • 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • Let’s make sure we are all on the same page here around a common definition of CRM. Plain and simple, Customer Relationship Management (CRM) is about attracting and retaining customers. Of course, you do not need a CRM system but a properly implemented CRM system, married with the a good CRM strategy and trained employees allows companies to attract and retain customers at a much greater rate. CRM allows companies to grow. 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • As we already covered, CRM is about attracting and retaining customers. But it is important to understand that simply buying a new CRM system isn’t the whole picture by any stretch of the imagination. Rather, your company needs to adopt a CRM strategy that includes these three key elements: a well defined set of customer-focused CRM processes a properly implemented CRM system married to those processes and well trained employees that know how to deliver value to your customers. In short, a well implemented CRM strategy that includes all three elements keeps your customers happy and drives your company’s growth. 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • The first stage is what we call the “Manual Stage”. This is where every company starts. Unfortunately many company’s don’t take the time to invest in a CRM strategy and they get stuck here. Your sales, marketing and customer support teams are just getting started and are doing whatever it takes to just get the job done, no matter what. This typically means: Every employee approaches the job in a different way with no standardized processes or training program in place Customer data is trapped in email and spreadsheets on each person’s desktop As a result, management has very poor visibility into what is going on with customers  Which leads to a lot of effort spent on scrambling around, but: no clear path to measurable success, little confidence in hitting goals, and a lot of unhappy customers. This is where many companies first turn to SugarCRM for help. 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • The next stage is the “Managed Stage”. This is where you’ve taken a step back from the chaos and: identified repeatable processes, implemented a basic CRM system, and started training your people on a common approach to working with prospects and customers. Your CRM processes are maturing, though many are still manual – which is ok. Repeatable processes will lead to better automation, even if everything is not integrated. You have identified goals, but measuring progress isn’t always complete or accurate. Some of your teams are hitting their objectives, but not consistently. You are better at being responsive to customers than in the Manual Stage, but you leave a lot of customers unhappy. In short, you are beginning to chart a course towards CRM success but you have a lot of work ahead of you. Every SugarCRM customer after purchasing our software quickly achieves this stage. The challenge is to not stop here. 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • The third stage in adopting your CRM strategy and driving company growth is the “Defined Stage”. This is where your hard work starts paying off. At this stage, the customer-centric processes that you began defining in Stage 2 are now battle-tested and automated in your CRM system. Your CRM professionals are collaborating within, and across, teams because they now have access to the same data. Management has clear visibility into the processes and has begun predicting future success with accuracy. Your company is more responsive than ever to prospects and customers and your customer acquisition and retention rates have grown. Keep in mind, it can easily take six to twelve months to move from the Defined Stage to the Managed Stage. Progress doesn’t just magically happen. It takes focus and dedication. This is where our local implementation partners can make a big impact on your CRM adoption success and help you accelerate your customer growth plans. 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • The fourth stage is called the “Optimized Stage” and is the ultimate goal of a customer-centric company. You now have a dedicated team focused on continuous CRM improvement which is driving marked growth in the company. Your customer processes are now highly efficient and differentiated such that you can align and alter them according to market needs and changing business demands. The systems required by your CRM professionals are fully integrated for both data and process.  Management not only has visibility into the current efforts, but can predict future success based on the accuracy and consistency of the data. Your CRM solution is agile and able to easily meet the evolving business needs Achieving the “Optimized Stage” usually requires at least one year of continuous process refinement from when a company first adopts SugarCRM at Stage 2, the Managed Stage. Again, our local SugarCRM implementation partners can help you chart a path to the “Optimized Stage”. 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • As discussed earlier, many companies wallow in the Manual Stage, working hard but never seeming to make progress. They find that they are routinely loosing new sales deals and loosing existing customers to their competitors. Only by defining and investing in a CRM strategy will you be able to climb the CRM Adoption Curve and differentiate yourself from your competitors. It is important to note that true competitive differentiation only starts truly effecting the business once you have reached the Defined and Optimized stages. It is too easy to buy generic CRM software solutions that your competitors are also purchasing and find yourself looking no different than your competitors to your prospects and customers. It is only by achieving the Optimized Stage that you truly become “one of a kind” to your customers. 04/28/11 Copyright©2008 SugarCRM, Inc. All rights reserved.
  • Here is a quick overview of our CRM functionality. As you can see we over a full suite: marketing, sales, support, collaboration, and reporting – supported by a robust and flexible platform. This allows your company to coordinate interactions across channels, including direct sales, call Center, the Web and partner channels. Sugar is fullt web service enabled which allows you to connect to backend systems, including ERP, Accounting, Billing or other Legacy Systems.
  • Sugar has deep marketing automation functionality which allows companies to manage campaigns across multiple channels , create campaigns in a few simples steps with the campaign wizard , execute marketing campaigns, including email campaigns , capture marketing leads directly into Sugar with web-to-lead forms and measure the ROI of marketing activities.
  • Sugar Sales Force automation makes reps more productive by giving them all the relevant information about sales opportunities and accounts in a single location. It also gives managers greater visibility into how sales teams are performing relative to goals.
  • Sugar Customer Support Is a central repository for customer cases which allows support reps to manage cases and product issues, resolve those cases through collaborative technology such as knowledgebase and project management. Sugar Customer Support can also help companies reduce costs by allowing customers to create cases and resolve issues online through the self-service portal.
  • If it is in Sugar, you can run a report on it. Sugar provides strong dashboard functionality which allows customers to create graphical reports that display key business metrics which update in real time. These dashboards can be displayed on your homepage and can be presented in a variety of formats. Users can also run and share reports on any module within the system to gain a better understanding of company performance.
  • Underlying all this great CRM functionality is strong collaboration functionality with promotes the sharing of information in the office or in a mobile environment. For power users, we offer a new Email Client which uses modern, AJAX technology for a great user experience. We also offer an Outlook Plug-In for users who want to inegrate Sugar with Microsoft’s popular email and calendaring application. Project Management helps teams work more effectively together. CHANGE this IMAGE to a DETAIL VIEW WITH EITHER the THE LINKEDIN BOX IN AN ACCOUNT – OR WORK WITH REEM FOR AN OUTLOOK PLUGIN SHOT Sugar mobile and offline client allows workers to access Sugar from smart phones and in disconnected environment.
  • SugarCRM business functionality is supported by a powerful platform that allows administrators to make changes to company processes fast. This includes creating teams and enforcing visibility rights, designing workflows that control how information flows through the organization, and the ability to create customer fields, objects and modules so that each CRM screen fits the way your company does business. REPLACE WITH WORKFLOW DEFINITIONS IMAGE FROM 6 DEMO
  • Since its founding, SugarCRM has always embraced interoperability and portability which is one of the reasons we have such a strong channel. We work with everything fro large providers to small consultancies to help them make their customers’ successful. One way we do this is by offering SugarCRM on a variety of cloud providers.
  • Copyright © 2005 SugarCRM, Inc. All rights reserved.
  • Copyright © 2005 SugarCRM, Inc. All rights reserved.
  • Copyright © 2005 SugarCRM, Inc. All rights reserved.

2010 corporate overview_sugar6 2010 corporate overview_sugar6 Presentation Transcript

  •  
  • SugarCRM Corporate Overview Copyright ©2010 SugarCRM Inc. All rights reserved.
  • About SugarCRM
    • Founded in April 2004
    • 6,000+ Customers in 30 countries
    • Over 600,000 users on 65,000 systems
    • 175,000 Community members
    • 200 Partners on five continents
    Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • About NEPO Systems
    • Founded in September 2008
    • Silver SugarCRM Partner
    • Sugar hosting, services & support
    • Sugar involvement since 2004
    • Customers across North America
  • CRM is about Growing and Retaining Customers Copyright ©2010 SugarCRM Inc. All rights reserved. 05/08/09 ©2009 SugarCRM Inc. All rights reserved. 04/28/11
  • Define your Processes, Deploy your Technology, Train your People 05/08/09 ©2009 SugarCRM Inc. All rights reserved. Copyright ©2010 SugarCRM Inc. All rights reserved. 05/08/09 ©2009 SugarCRM Inc. All rights reserved. 04/28/11
  • CRM Adoption Curve Manual Copyright ©2010 SugarCRM Inc. All rights reserved. CRM Process Differentiation Generic Unique Manual Optimized
    • Manual
    • Few defined processes
    • Data locked in emails & spreadsheets
    • No measurement or visibility
    04/28/11
  • CRM Adoption Curve Manual Managed Copyright ©2010 SugarCRM Inc. All rights reserved. CRM Process Differentiation Generic Unique Manual Optimized
    • Managed
    • Repeatable processes
    • Source of shared data
    • Limited measurement and visibility
    04/28/11
  • CRM Adoption Curve Managed Defined Copyright ©2010 SugarCRM Inc. All rights reserved. CRM Process Differentiation Generic Unique Manual Optimized
    • Defined
    • Automated processes
    • Scalable & shared knowledge
    • Clear measurement & visibility
    04/28/11
  • CRM Adoption Curve Defined Optimized Copyright ©2010 SugarCRM Inc. All rights reserved. CRM Process Differentiation Generic Unique Manual Optimized
    • Optimized
    • Differentiated best practices
    • Integrated and scalable systems
    • Quickly adapt to changing market dynamics
    04/28/11
  • Climb the CRM Adoption Curve Optimized Defined Managed Manual Copyright ©2010 SugarCRM Inc. All rights reserved. CRM Process Differentiation Generic Unique Manual Optimized 04/28/11
  • Where are you? Optimized Defined Managed Manual Copyright ©2010 SugarCRM Inc. All rights reserved. CRM Process Differentiation Generic Unique Manual Optimized
    • Only SugarCRM . . .
    • Understands the CRM Adoption Curve
    • Works with you to progress through the CRM Adoption Curve and gain competitive differentiation
    • Provides you with the tools to be successful with Social CRM
    • Allows seamless transition between on-site and cloud deployments
    • Gives you the flexibility you need to manage your valuable customer data in all circumstances
    04/28/11
  • Great Functionality in One Application Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Generate Higher ROI on Marketing Activities
    • Create and execute campaigns across marketing channels
    • Captures leads directly into CRM System
    • Measures return on investment of campaigns
    Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Increase the Productivity of Your Sales Force
    • Organize sales information into a single system
    • Improve the productivity of sales individuals and teams
    • Gain greater visibility into performance
    Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Create a Consistent Customer Experience
    • Central repository for customer support and product issues
    • Share knowledge and case resolutions across teams
    • Reduce costs through customer self-service
    Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Provide Better Visibility Across the Business
    • Create real-time reports and dashboards on any CRM metric
    • Monitor the effectiveness of marketing programs, sales opportunities, and support cases
    • Share/restrict access to reports and dashboards across teams
    Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Improve Communication and Information Sharing
    • Share calls, meetings, documents, calendars and email
    • Integrate Sugar with popular applications such as Microsoft Outlook
    • Capture information from cloud services in Sugar
    Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Create Powerful Business Processes Easily
    • Create custom fields, objects and modules
    • Design workflow processes to fit your business
    • Control visibility and access at the field level
    Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Open Source and Cloud Converge Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • The Sugar Open Cloud Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11 ©2009 SugarCRM Inc. All rights reserved. 04/28/11
  • Elements of the Sugar Open Cloud
    • Fast and scalable
    • Use web browsers and mobile devices
    • No hassle upgrades and updates
    Open Source & Standards Secure & Fault Tolerant Global Monitoring Integration Services
    • Cloud Connectors for data and 3 rd party services
    • Web Services for accessing data and processes
    • Deploy in private, partner or public clouds
    • Built on open source
    • Implements open standards
    • Powered by world-class data centers
    • Dynamic allocation of resources
    • Data backup and disaster recovery
    Copyright ©2010 SugarCRM Inc. All rights reserved. Application Delivery
    • 24x7 distributed global monitoring
    • Systems management for continual delivery of high-speed performance
    04/28/11
  • 6,000 Customers in 30 Countries Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Over 6,000 Customers Worldwide Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Over 1,000 European Customers Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Worldwide Partnerships Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Sugar Downloads: 7.4M Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Total Users: 600K Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Active Systems: 65K Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • Sugar Developers: 22.4K Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11
  • SugarForge ™ Projects: 800+ Copyright ©2010 SugarCRM Inc. All rights reserved. 04/28/11