CRM IN THE NEXT DECADE
Larry Augustin
CEO
@lmaugustin
Empower Every
Individual Employee
Provide Consistent
Customer Insight
Deliver Personalized
Customer Interactions
Provide Consistent
Customer Insight
Deliver Personalized
Customer Interactions
Empower Every
Individual Employee
Empower the INDIVIDUAL
Jim, CMO
• Our goal was to automate the entire customer lifecycle
Elaine, Collateral Sales
• No lon...
Empower the INDIVIDUAL
Dean, CEO
• 30% increase in overall team efficiency
Craig, Marketing & Technology Development
• Pro...
Empower the INDIVIDUAL
Decade Ahead – 70% Connected
20% 70%
Empower Every
Individual Employee
Deliver Personalized
Customer Interactions
Provide Consistent
Customer Insight
Customer INSIGHT
• Scores Customer Health
– Aggregates data from
Dunn & Bradstreet, Acuity and Sugar
• Target lower scorin...
Customer INSIGHT
Customer INSIGHT
Decade Ahead - Predictive Insights
11
Empower Every
Individual Employee
Provide Consistent
Customer Insight
Deliver Personalized
Customer Interactions
Personalized Customer
INTERACTIONS
• VetAdvisor supports veterans in
career, financial, physical and
emotional fitness
• C...
Personalized Customer
INTERACTIONS
Customer INTERACTIONS
Decade Ahead – Internet of Customers
Vufind Recognize result:
"LouisVuitton"
RECAP:
The Next Decade
Customer-Centric Companies
Critical Success Factors
Individual Insight Interactions
20% 70%
Our Mission…
Continuously Innovate a
Market-Leading CRM that:
– Empowers the Individual User
– Connects ALL Customer-
Faci...
THANK YOU
@lmaugustin #SugarCon
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 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.

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The Decade Ahead

  1. 1. CRM IN THE NEXT DECADE Larry Augustin CEO @lmaugustin
  2. 2. Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  3. 3. Provide Consistent Customer Insight Deliver Personalized Customer Interactions Empower Every Individual Employee
  4. 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. 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. 6. Empower the INDIVIDUAL Decade Ahead – 70% Connected 20% 70%
  7. 7. Empower Every Individual Employee Deliver Personalized Customer Interactions Provide Consistent Customer Insight
  8. 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. 9. Customer INSIGHT
  10. 10. Customer INSIGHT Decade Ahead - Predictive Insights
  11. 11. 11 Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  12. 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. 13. Personalized Customer INTERACTIONS
  14. 14. Customer INTERACTIONS Decade Ahead – Internet of Customers Vufind Recognize result: "LouisVuitton"
  15. 15. RECAP: The Next Decade
  16. 16. Customer-Centric Companies Critical Success Factors Individual Insight Interactions 20% 70%
  17. 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. 18. THANK YOU @lmaugustin #SugarCon

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