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The Decade Ahead
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The Decade Ahead

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Top SugarCRM executives will explore the state of CRM in an exciting new era that will drive business optimization and set the stage for the decade ahead. SugarCRM has designated 2014 as the "Year of …

Top SugarCRM executives will explore the state of CRM in an exciting new era that will drive business optimization and set the stage for the decade ahead. SugarCRM has designated 2014 as the "Year of the Individual". The company is re-defining CRM by creating a unique customer user experience with the individual in mind, empowering every customer-facing employee to create extraordinary customer relationships. The company will demo its latest CRM solutions, discuss new product updates, as well as share insights and techniques from its growing community of innovative partners and customers who are leveraging the 'power of the individual' across their organizations to create more intelligent, immersive and engaging customer experiences.

Published in: Business, Technology

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Transcript

  • 1. CRM IN THE NEXT DECADE Larry Augustin CEO @lmaugustin
  • 2. Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  • 3. Provide Consistent Customer Insight Deliver Personalized Customer Interactions Empower Every Individual Employee
  • 4. Empower the INDIVIDUAL Jim, CMO • Our goal was to automate the entire customer lifecycle Elaine, Collateral Sales • No longer spends 80% of her time doing data entry Ed, Industrial Valuations • Compare new projects with profitability of similar ones Sandy, Accounting • Saves 1 ½ hours a day & accurate invoicing 86% of Hilco staff using Sugar
  • 5. Empower the INDIVIDUAL Dean, CEO • 30% increase in overall team efficiency Craig, Marketing & Technology Development • Provides real-time customer images, designs, specs to field sales team Heather, Accounting • Eliminates meetings, saving 20 hours per week Matt, Project Management • Resolves jobsite issues in minutes, not days 74% of Redglaze staff using Sugar
  • 6. Empower the INDIVIDUAL Decade Ahead – 70% Connected 20% 70%
  • 7. Empower Every Individual Employee Deliver Personalized Customer Interactions Provide Consistent Customer Insight
  • 8. Customer INSIGHT • Scores Customer Health – Aggregates data from Dunn & Bradstreet, Acuity and Sugar • Target lower scoring customers for help • Enables sales team to target customers with personalized solutions
  • 9. Customer INSIGHT
  • 10. Customer INSIGHT Decade Ahead - Predictive Insights
  • 11. 11 Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  • 12. Personalized Customer INTERACTIONS • VetAdvisor supports veterans in career, financial, physical and emotional fitness • Combines FitBit, Twilio, Milestone Velocity & Sugar to track fitness goals • VetAdvisor coaches give high-touch support to more veterans
  • 13. Personalized Customer INTERACTIONS
  • 14. Customer INTERACTIONS Decade Ahead – Internet of Customers Vufind Recognize result: "LouisVuitton"
  • 15. RECAP: The Next Decade
  • 16. Customer-Centric Companies Critical Success Factors Individual Insight Interactions 20% 70%
  • 17. Our Mission… Continuously Innovate a Market-Leading CRM that: – Empowers the Individual User – Connects ALL Customer- Facing Employees – Connects You With Your Customers the way they want to Engage – Provides True Insight
  • 18. THANK YOU @lmaugustin #SugarCon