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The Future of CRM
  Larry M. Augustin, CEO
       @lmaugustin
   lma@sugarcrm.com
Change

                   Mobile
  Social




           Cloud
Change:
  Social


©2010
2005 CRM Specs - Social?
2012 CRM Specs - Social?



     Should you now spec
     Tumblr, Pinterest and
     Google+ integrations
     in your CRM?
2012 CRM Specs – Does Social = Mobile?
Change:
  Mobile


©2010
2005 CRM Specs – Mobile Devices?
   All applications will be Web
   based:
                                     Or will they?
…visions of a possible future
when all software will be
delivered over the internet.
Does the arrival of Google Apps
Premier Edition signal the death
of desktop software dinosaurs like
Microsoft Office? - Wired
Magazine


   In three to five years, all
   applications will be
   delivered this way. -
   Phil Robinson, SVP
   SalesForce.
0
          10
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Sep-09
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 Jul-12
                                                                                                      Share (%) of Smartphone Subscribers in USA




                       RIM
                             Palm


               Other
                                                               Android


                                    Symbian
                                                                         iOS (Apple)


                                              Windows Mobile
Change:
  Cloud


©2010
2005 CRM Specs – Cloud Computing?




Unknown Prior to 2007
Change From 2005 to Today

       2005                 Today


MySpace, digg       Facebook, Twitter


SaaS                Cloud


Web Browser         Mobile Apps
Change

                   Mobile
  Social




           Cloud
What’s Next?
SugarCRM Vision

•  Open Platform
  –  Enables anyone to integrate, extend
  –  Future proof

•  User First
  –  Focus on the customer facing professional
  –  Enable everyone who interacts with
     customers to do their job better
Open Platform
Open Ecosystem



            Mobile                                                 Cloud




                                               SugarCRM
                                             Open Ecosystem




          Integrations                                             Social

9/17/12           ©2012 SugarCRM Inc. All rights reserved.    17
Open Cloud




9/17/12   ©2009 SugarCRM Inc. All rights reserved.   18
User First
CRM For Everyone


                                                     We help
                                                     everyone who
                                                     interacts with
                                                     customers do
                                                     their job better.


9/17/12   ©2011 SugarCRM Inc. All rights reserved.         20
Open Platform that puts User First



          User First                                                  Open Ecosystem




                                                    Open Cloud

9/17/12           ©2012 SugarCRM Inc. All rights reserved.       21
SugarCRM – Fastest Growing CRM Company
            •  Business
               –  Leading provider of CRM Software
               –  Founded April 2004 in Cupertino, California
               –  EMEA HQ in Munich, offices in UK and France

            •  Market Traction/Global Footprint
               –  3rd largest global CRM Provider
               –  Largest single CRM implementation (70K users
                  worldwide)
               –  1M+ users, 80,000+ organizations
               –  11+ Million downloads
               –  115+ Countries, 25+ languages
               –  400+ partners on six continents
               –  30,000+ registered developers
            •  Fastest Growing
               –  112% YoY billings growth
               –  120% YoY install base growth
               –  2,500 YoY customer growth
Analyst Validation
Analyst Reviews - Forrester

•  “Key strengths include low application and
   implementation costs and strong internationalization
   support, usability, and sales functionality.”
•  “It offers sound support for mobile CRM.”
•  “The technical skill sets required to support the
   application tend to be more widely available than for
   other CRM solutions, thereby lowering resource support
   costs.”

         --Forrester Research,
         Forrester Wave report, July 2012


                                       24
Forrester Wave 2012 – LEADER in Mid Market




                               25
Analyst Reviews - Gartner

•  “A cloud-agnostic strategy enables customers to run
   SugarCRM on a variety of cloud infrastructures such as
   Amazon, and IBM Cloud.”
•  “Attractive easy to understand pricing model delivery models,
   customers pay the same subscription price regardless of
   model.”
•  “IBM partnership provides improved delivery services and
   market reach, and for those companies who have adopted an
   IBM technical stack such as Lotus Notes a CRM option.”

           --Gartner,
           Magic Quadrant for SFA, July 2012




                                            26
7,000+ Global Customers


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Conclusion



          User First                                                  Open Ecosystem




                                                    Open Cloud

9/17/12           ©2012 SugarCRM Inc. All rights reserved.       28
Thank You
Larry M. Augustin, CEO
     @lmaugustin
 lma@sugarcrm.com

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Keynote CRM Acceleration - The Future Of CRM

  • 1. The Future of CRM Larry M. Augustin, CEO @lmaugustin lma@sugarcrm.com
  • 2. Change Mobile Social Cloud
  • 4. 2005 CRM Specs - Social?
  • 5. 2012 CRM Specs - Social? Should you now spec Tumblr, Pinterest and Google+ integrations in your CRM?
  • 6. 2012 CRM Specs – Does Social = Mobile?
  • 8. 2005 CRM Specs – Mobile Devices? All applications will be Web based: Or will they? …visions of a possible future when all software will be delivered over the internet. Does the arrival of Google Apps Premier Edition signal the death of desktop software dinosaurs like Microsoft Office? - Wired Magazine In three to five years, all applications will be delivered this way. - Phil Robinson, SVP SalesForce.
  • 9. 0 10 20 30 40 50 60 Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Share (%) of Smartphone Subscribers in USA RIM Palm Other Android Symbian iOS (Apple) Windows Mobile
  • 11. 2005 CRM Specs – Cloud Computing? Unknown Prior to 2007
  • 12. Change From 2005 to Today 2005 Today MySpace, digg Facebook, Twitter SaaS Cloud Web Browser Mobile Apps
  • 13. Change Mobile Social Cloud
  • 15. SugarCRM Vision •  Open Platform –  Enables anyone to integrate, extend –  Future proof •  User First –  Focus on the customer facing professional –  Enable everyone who interacts with customers to do their job better
  • 17. Open Ecosystem Mobile Cloud SugarCRM Open Ecosystem Integrations Social 9/17/12 ©2012 SugarCRM Inc. All rights reserved. 17
  • 18. Open Cloud 9/17/12 ©2009 SugarCRM Inc. All rights reserved. 18
  • 20. CRM For Everyone We help everyone who interacts with customers do their job better. 9/17/12 ©2011 SugarCRM Inc. All rights reserved. 20
  • 21. Open Platform that puts User First User First Open Ecosystem Open Cloud 9/17/12 ©2012 SugarCRM Inc. All rights reserved. 21
  • 22. SugarCRM – Fastest Growing CRM Company •  Business –  Leading provider of CRM Software –  Founded April 2004 in Cupertino, California –  EMEA HQ in Munich, offices in UK and France •  Market Traction/Global Footprint –  3rd largest global CRM Provider –  Largest single CRM implementation (70K users worldwide) –  1M+ users, 80,000+ organizations –  11+ Million downloads –  115+ Countries, 25+ languages –  400+ partners on six continents –  30,000+ registered developers •  Fastest Growing –  112% YoY billings growth –  120% YoY install base growth –  2,500 YoY customer growth
  • 24. Analyst Reviews - Forrester •  “Key strengths include low application and implementation costs and strong internationalization support, usability, and sales functionality.” •  “It offers sound support for mobile CRM.” •  “The technical skill sets required to support the application tend to be more widely available than for other CRM solutions, thereby lowering resource support costs.” --Forrester Research, Forrester Wave report, July 2012 24
  • 25. Forrester Wave 2012 – LEADER in Mid Market 25
  • 26. Analyst Reviews - Gartner •  “A cloud-agnostic strategy enables customers to run SugarCRM on a variety of cloud infrastructures such as Amazon, and IBM Cloud.” •  “Attractive easy to understand pricing model delivery models, customers pay the same subscription price regardless of model.” •  “IBM partnership provides improved delivery services and market reach, and for those companies who have adopted an IBM technical stack such as Lotus Notes a CRM option.” --Gartner, Magic Quadrant for SFA, July 2012 26
  • 27. 7,000+ Global Customers The image cannot be displayed. Your computer The image cannot be may not have enough displayed. Your computer may memory to open the image, not have enough memory to or the image may have been open the image, or the image corrupted. Restart your may have been corrupted. computer, and then open the Restart your computer, and file again. If the red x still then open the file again. If the appears, you may have to The image cannot be The image displayed. Your The image cannot be cannot be computer may not displayed. Your The image cannot displayed. have enough memory computer may not be displayed. Your Your to open the image, or have enough memory computer may not computer the image may have to open the image, or have enough The image cannot be may not been corrupted. the image may have memory to open displayed. 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  • 28. Conclusion User First Open Ecosystem Open Cloud 9/17/12 ©2012 SugarCRM Inc. All rights reserved. 28
  • 29. Thank You Larry M. Augustin, CEO @lmaugustin lma@sugarcrm.com