Integrating Human and Digital Touchpoints through the Customer Lifecycle

Presentation made by Jennifer Stagnaro at the DRI Marketing Automation event (http://marketing.automation.pt/) on October 30th 2014.

Marketing

Jennifer Stagnaro, CMO
CRM and the Power of “I”
#DRI2014MA

06/08/
2014
CRM AND THE POWER OF “I”!
© SugarCRM Inc. All rights reserved.
Jennifer Stagnaro, CMO

SUGAR MANIFESTO!
As SugarCRM talked to people who rely on Customer Relationship Management systems
to run their business, we recognized that most sales and support people hate using them.
We set out to free them from the tyranny of conventional CRM systems.
We knew that companies wanted more than just a recording and management
system. They wanted an indispensable tool that would help sales, marketing,
and customer support team members win more business and create
extraordinary customer relationships. Further, it needed to be
affordable so that they could put it in the hands of every employee who engages with
customers.
We decided to build an innovative CRM system designed for the individual
contributor, not just for the management team. We did away with the drudgery of endless
data entry, and focused on enabling people to do their job better by giving them the right
information, when they need it, before they even ask. And, we simplified the buying
process: one price, all-inclusive, with no hidden fees so you
know how much the system costs.
06/08/
2014
© SugarCRM Inc. All rights reserved.

Transform Perspective from Inside Out!
DEPARTMENTAL ORIENTATION CUSTOMER JOURNEY ORIENTATION
Sales Marketing Service
Field
Sales
06/08/
2014
CEO
Channel
Sales
© SugarCRM Inc. All rights reserved.

Multiple Individuals Across the Journey!
Colleagues Experts Sale Rep Pre-sales Product
06/08/
2014
© SugarCRM Inc. All rights reserved.
Manager
Sales
Manager
Lawyer Finance Logistics Service Support

Is this a current
customer?
06/08/
2014
Are they our top
customer?
© SugarCRM Inc. All rights reserved.
Have they paid
their bills?
Do they have any
outstanding issues
with us?
Colleagues Experts Sale Rep Pre-sales Product
Manager
Sales
Manager
Lawyer Finance Logistics Service Support
5

Legacy CRM Products!
Point Solutions Targeting the LOB
Marketing
Automation
06/08/
2014
© SugarCRM Inc. All rights reserved.
Salesforce
Automation
Customer
Service
Automation

Sugar!
Unifies the Customer Experience
Marketing
Automation
06/08/
2014
© SugarCRM Inc. All rights reserved.
Salesforce
Automation
Customer
Service
Automation

Sugar!
Unifies the Customer Experience
Market-Leading CRM
• Empowers the individual user
• Connects ALL customer-facing
employees to each individual at
a customer
• Enables companies to deliver
extraordinary customer
relationships
06/08/
2014
© SugarCRM Inc. All rights reserved.

Empower the Individual!
Dean, CEO
Craig, Marketing & Technology Development
Heather, Accounting
Matt, Project Management
06/08/
2014
• 30% increase in overall team efficiency
• Provides real-time customer images, designs,
specs to field sales team
• Eliminates meetings, saving 20 hours per week
• Resolves jobsite issues in minutes, not days
74% of Redglaze staff using Sugar
© SugarCRM Inc. All rights reserved.
9

Empower the Individual!
• Scores Customer “Health”
• Target lower scoring customers
for training & upsell opportunities
• Enables sales team to target prospects
with personalized solutions
06/08/
2014
– Aggregates data from
40+ sources, including Dunn & Bradstreet,
Acuity, and Sugar
Grew Revenue 3x using Sugar
© SugarCRM Inc. All rights reserved.
10

The CRM for Every Customer-Facing Employee!
INNOVATION FLEXIBILITY VALUE
06/08/
2014
The Most Innovative, Flexible CRM Solution
© SugarCRM Inc. All rights reserved.
at an Affordable Price

06/08/
2014
© SugarCRM Inc. All rights reserved.

Presentation made by Jeff Linton from Act-On Software at the DRI Marketing Automation event (http://marketing.automation.pt/) on October 30th 2014. There are several key considerations to successfully navigate the customer lifecycle. Act-On's goal is to optimize each step of the customer's experience through all stages of the funnel, from lead generation to closed deals and repeat sales. Jeff will take attendees through an in depth tour of each step of buyer's journey to help you better engage your customers.

Consumer Marketing Automation – The Next Horizon

The Full Potential of Marketing Automation

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Presentation made by Diogo Rebelo at the DRI Marketing Automation event (http://marketing.automation.pt/) on October 30th 2014. In this presentation, Diogo goes over the concept of Marketing Automation. Much more than a set of tools or a series of emails, Marketing Automation is a strategy that encompasses all the touchpoints between a company and a customer, throughout the whole customer lifecycle.

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CRM Acceleration Lisbon 2010 - A3ES SI

Apresentação de João Duarte Silva sobre o projecto de SugarCRM implementado na Agência de Avaliação e Acreditação do Ensino Superior(A3ES). Esta apresentação decorreu no dia 18 de Maio de 2010 no Fórum Tecnológico de Lisboa, enquadrada no evento CRM Acceleration Lisbon 2010, o evento dedicado ao SugarCRM e às novas tendências do marketing. Inserido nos eventos oficiais da SugarCRM na Europa, esta foi a sua terceira edição no Mercado Ibérico. Este evento foi organizado pela DRI (www.dri.pt), Gold Partner da SugarCRM em Portugal. O CRM Acceleration Lisbon 2010 contou com a presença recorde de cerca de 280 participantes e teve como principal objectivo a discussão das novas tendências do CRM (Customer Relationship Management), com especial destaque para as temрticas envolventes do xRM (eXtended Relationship Management) e Social CRM. Obtenha mais informações em www.eventocrm.com

A Certificação LPI