"Open CRM" - Tom Schuster

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Make your customers happier by using the Cloud and Social Media.

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"Open CRM" - Tom Schuster

  1. 1. Open CRMMake your customers happier by using the Cloud and Social Media Tom Schuster, VP Europe 19th May 2011
  2. 2. 5/24/2011 2
  3. 3. Change: Social CRM©2010SugarCRM Inc.
  4. 4. 2005 CRM Specs - Social? 5/24/20 ©2011 SugarCRM Inc. All rights 4 11 reserved.
  5. 5. Change: Cloud Computing©2010SugarCRM Inc.
  6. 6. 2005 CRM Specs Cloud Computing?Unknown Prior to 2007 5/24/20 ©2011 SugarCRM Inc. All rights 6 11 reserved.
  7. 7. Change: Native Apps©2010SugarCRM Inc.
  8. 8. 2005 CRM Specs Native Clients All applications will be Web based: Or will they?when all software will bedelivered over the internet.Does the arrival of Google AppsPremier Edition signal the deathof desktop software dinosaurs likeMicrosoft Office? - WiredMagazine In three to five years, all applications will be delivered this way. - Phil Robinson, SVP SalesForce.
  9. 9. While RIM + Windows Mobile + Palm Losing Share USA  Mobile  Internet  Usage  Share  by  Smartphone  Opearting  System 4/08  -­  2/10100% 3% 7% 12% 20%80% 8% 14% 6% 42% 32% 23% 4% 17% 13% 19% 12%60% 31% 2% 7% 27%40% 46% 59% 60% 31% 51% 55% 44%20% 29% 8% 6% 0% 4/08 6/08 8/08 10/08 12/08 2/09 4/09 6/09 8/09 10/09 12/09 2/10 Symbian iPhone RIM Windows Palm Hiptop Android Note:  Usage  share  represents  %  of  total  ad  requests  coming  from  the  operating  system,  data  may  not  be  representative. Source:  AdMob,  2/10. 44
  10. 10. Change From 2005 to Today 2005 TodayMySpace, digg FaceBook, TwitterSaaS CloudWeb Browser Native Apps
  11. 11. -2016?
  12. 12. Control 5/24/20 ©2011 SugarCRM Inc. All rights 12 11 reserved.
  13. 13. Open ©2011 SugarCRM Inc. All rights reserved.
  14. 14. The Future of Business is Open Development Sales Marketing 5/24/20 ©2011 SugarCRM Inc. All rights 14 11 reserved.
  15. 15. The Future of Business is Open Mobile Cloud SugarCRM Open Platform Collaboration Social5/24/2011 15 ©2010 SugarCRM
  16. 16. Change: Social CRM©2010SugarCRM Inc.
  17. 17. Get Social CRM in the age of Social is based on the simple premise that you are able to Interact with your customers based on their needs, not your rules The Custome r rules!©2010 SugarCRMInc. All rights
  18. 18. CRM: Enable a single customer view INNER CORE SALES EDGE CUSTOMERS SALES CUSTOMER SERVICE CALL CENTER MARKETING
  19. 19. CRM Made Social: Enable the customer edgeINNER CORE SALES EDGE CUSTOMERS
  20. 20. CRM Made Social: Document Sharing
  21. 21. CRM Made Social: Online Meetings
  22. 22. CRM Made Social: Team Collaboration Enhanced Activity Streams Better Team Collaboration Track all team activities for leads, cases, contacts and opportunities Subscribe to favorite leads, cases , contacts and opportunities Reply to or delete specific Activity Streams More Admin controls
  23. 23. CRM Made Social: Twitter and FacebookActivity Streams Social Streams Admin can enable or disable
  24. 24. Change: Cloud Computing©2010SugarCRM Inc.
  25. 25. Open Cloud5/24/2011 ©2010 SugarCRM Inc. All rights reserved. 25
  26. 26. Change: Native Apps©2010SugarCRM Inc.
  27. 27. CRM Made Mobile
  28. 28. CRM Made Mobile: iPhone
  29. 29. CRM Made Mobile: Android
  30. 30. CRM Made Mobile: Blackberry
  31. 31. CRM Made Mobile: Offline Sync
  32. 32. CRM Made Mobile: HTML5 Charts
  33. 33. SugarCRM: Social, Mobile, Cloud
  34. 34. SugarCRM Global Open Source CRM Leader Business Leading provider of Open Source CRM Software Founded April 2004 in Cupertino, California Europe Head Office in Munich, Germany Market Traction Award winning products 3rd largest global CRM Provider 800,000+ users, 80,000+ organisations 250+ partners on five continents Fastest Growing 50%+ billings growth 2010 over 2009 > 9 Million downloads 2,500+ New customers in 80 countriesLeader Position in CRM for Midmarket - June 2010
  35. 35. 7,000+ SugarCRM Customers5/24/2011 Copyright © 2010 SugarCRM, Inc. All rights reserved. 35
  36. 36. Value Of SugarCRM Solve your business issues Understand your goals Fit around your processes Help from local partners Invested in your success
  37. 37. Key Customer Benefits Flexible Intuitive OpenWorks the way Brings YOU a Integrates with YOU work simplified UI YOUR environment
  38. 38. Solution Components
  39. 39. Marketing Automation Campaign management Web to lead capture Email marketing ROI measurement Social media
  40. 40. Sales Automation Customize sales stages Team selling Forecasting Products, quotes, contracts Sales process automation
  41. 41. Customer Service Automation Support cases Bug tracking Email management Knowledge base Customer self-service portal
  42. 42. You Are In Control Global, Mobile, Social Open Cloud Your Data is Yours No vendor lock-in Reporting and Integrations
  43. 43. Happy customers with social and cloud Mobile Cloud SugarCRM Open Platform Collaboration Social 5/24/2011 ©2010 SugarCRM Inc. All rights reserved. 43
  44. 44. Microsoft The Sweeter RoadOracleSFDC 44
  45. 45. Thank youTom Schuster, VP Europe SugarCRM tschuster@sugarcrm.com

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