Joe Harper, Harper, Inc.
Learn how a small family business implemented SugarCRM to reinvent their company in under 6 months and drive sales over 10 million dollars. Starting with a fully manual paper based business process, Harper Inc. implemented SugarCRM Professional and achieved results that most companies can only dream of. Using SugarCRM, they met all 4 of their business objectives: 1.GROW the business by 30% (Attain sales of $10 Million), 2.INCREASE customer service before, during, and after the sale 3.DRIVE sales growth with cross product marketing 4.MEASURE Everything! Then do something meaningful with what we measure.
Startupfest 2012 - The fastest growing tech company in Montreal – who knew?Startupfest
The best kept tech secret in Montreal is a company called Lightspeed. CEO, Dax Dasilva, will tell us how a relatively unknown tech company in Montreal got to where they are today - $30M of funding from Accel Partners announced this month and coined the fastest growing tech company in Quebec. The who and how they got to where they are, plus the reality of where they need to go now that they’ve received funding, will all be covered in this talk.
Startupfest 2012 - The fastest growing tech company in Montreal – who knew?Startupfest
The best kept tech secret in Montreal is a company called Lightspeed. CEO, Dax Dasilva, will tell us how a relatively unknown tech company in Montreal got to where they are today - $30M of funding from Accel Partners announced this month and coined the fastest growing tech company in Quebec. The who and how they got to where they are, plus the reality of where they need to go now that they’ve received funding, will all be covered in this talk.
Ecommerce UK Making Christmas Count eventPracticology
Slides from presenters at the Ecommerce UK LinkedIn Group's Making Christmas Count event:
- Martin Newman, Practicology
- John Bovill, Monsoon Accessorize
- Mo Syed, Amplience
- Nadine Sharara, Thomas Pink
- Kristian Bromley, Firebox
- Kerry Okikiade, Firebox
- Kana Butkovic, The Swiss Digital
- Neil Sansom, Moss Bros
- Myles Dawson, Adyen
LSA|14: The Ins and Outs of Starting Your Own Digital AgencyLocalogy
While at LSA|14, industry veterans from Search Influence, The Search Agency and Beyond Private Label talk about the process, products, support and training you will need when starting a digital agency.
Brisbane Shopify Meetup - 23rd February 2017Reload Media
Slides from the 2nd Brisbane Shopify Meetup. Special guest speakers include Mike Angell (Culture Kings), Jerko Grom (Google) and Jason Bowman (Shopify Plus).
John Lewis and Newsbrands - The untold story Newsworks
James Murphy, founding partner, Adam & Eve and Tim Pearson, executive director, Manning Gottlieb OMD, provide a new perspective on the most admired retail story, in which newsbrands play a lead role.
Ecommerce UK Making Christmas Count eventPracticology
Slides from presenters at the Ecommerce UK LinkedIn Group's Making Christmas Count event:
- Martin Newman, Practicology
- John Bovill, Monsoon Accessorize
- Mo Syed, Amplience
- Nadine Sharara, Thomas Pink
- Kristian Bromley, Firebox
- Kerry Okikiade, Firebox
- Kana Butkovic, The Swiss Digital
- Neil Sansom, Moss Bros
- Myles Dawson, Adyen
LSA|14: The Ins and Outs of Starting Your Own Digital AgencyLocalogy
While at LSA|14, industry veterans from Search Influence, The Search Agency and Beyond Private Label talk about the process, products, support and training you will need when starting a digital agency.
Brisbane Shopify Meetup - 23rd February 2017Reload Media
Slides from the 2nd Brisbane Shopify Meetup. Special guest speakers include Mike Angell (Culture Kings), Jerko Grom (Google) and Jason Bowman (Shopify Plus).
John Lewis and Newsbrands - The untold story Newsworks
James Murphy, founding partner, Adam & Eve and Tim Pearson, executive director, Manning Gottlieb OMD, provide a new perspective on the most admired retail story, in which newsbrands play a lead role.
Marketing Horror Stories: Unmeasured ROI (and What to Do Instead)imr_inbound
According to the recent 2014 CMO Survey, 37% of marketers do not quantitatively measure the return on their marketing spend, and 20% don't measure ROI at all. Those are the kind of statistics that could keep any CEO or company owner up at night (and should have marketers quaking in their booties).
This webinar discusses the current state of marketing analytics (data! analytics! ROI!), why some marketers aren't measuring ROI, and Do's and Dont's of measuring ROI.
This 45 minute webinar covers:
* Why measuring ROI will make your CEO love you
* Why so many marketers are currently avoiding reporting on ROI quantitatively
* Best practies for measuring REAL ROI (no more vanity metrics allowed)
To access to the full webinar recording with audio, go here: http://www.imrcorp.com/innovative-marketing-blog/the-curse-of-the-unmeasured-roi
CRM & Marketing Automation | Sales & Marketing AlignmentRichard Young
In a recent presentation at the #Techmap event I presented on Sales & Marketing alignment and how CRM and Marketing Automation can help with this process.
Are you wanting to shake things up in 2020? Do you want to expand your market place, or change your niche all together? Looking to switch from first-time homebuyers to luxury, move from buyers agent to being a listing agent or take on the town next door. Maybe your life has given you the opportunity to move halfway across the country. How do you start over and build from scratch?
We’ll be talking with Shannon King whose done this 5 times in 20 years from Texas to Hawaii with a few stops in between. She’s going to share with us her road map to taking on new markets. You’ll learn 10 tips all agents can implement into their current business to increase clients even if you’re not expanding or reinventing your niche. You’ll learn what you need to do now before you take the leap into a new market place. A perfect session for agents and brokers alike. Shannon is a selling broker, she will share how she moves into new markets and turns strangers into clients and will give insight into launching an impactful boutique brand that recruits and trains successful agents.
Customer Relationship Management is not just a software tool, it’s a strategy. APG has deployed a CRM strategy that has enabled them to improve the quality of each customer interaction and maximize the profitability of customer relationships. Using a 90% /10% model to project the likelihood of closing a sale, they have more accurate forecasts and simpler pipeline tools for their sales reps. APG is utilizing CRM technology that allows their reps to be 100% mobile—all forecasting activity, pipeline tracking, digital and print order entry, emailing and calendaring is done through the CRM, giving the reps more time in the field with their customers and prospects. David Fike (President, APG Chesapeake) and Amy Lindquist (Business Systems Development Director)
Similar to SugarCon2013: Marketing Through the Customer Lifecycle or Multi-touch (20)
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SugarCRM Integrated Solutions: A Recipe for SuccessSugarCRM
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Learn how you can automate business process integration between Sugar and third-party applications using the pre-built library of application and protocol adapters in the Magic xpi Integration Platform. Explore specific business process flows such as opportunity to order conversion between Sugar and third-party ERP systems. Discover the benefits of integration monitoring, synchronization, enterprise mobile mash-ups and more.
Empowering every employee with the tools to create extraordinary customer relationships is key to a successful CRM implementation. SierraCRM's Process Manager Enterprise workflow will enable your employees to spend more time delivering world-class sales and support and your company to deliver a consistent message to all customers. From simple automated workflow such as sending emails on customer birthdays to more advanced workflow such as contract and sales opportunity management, Process Manager is the key that unlocks the power of Sugar.
Crossing the Chasm – From Email Marketing to Marketing AutomationSugarCRM
Empowered buyers want to be enabled, not sold. This requires B2B marketers to shift focus from selling products to knowing and serving customers. Companies using standalone email are not able to garner insight and behavioral data to help facilitate the customer along the new buyer’s journey, as companies who have adopted marketing automation can. Why should you cross the chasm from email marketing to marketing automation? Join Act-On CMO, Atri Chatterjeee, & Christian Wettre, President of W-Systems – a top partner of both SugarCRM and Act-On, as they share challenges, best practices and lessons learned. This session will reference two innovative companies who have graduated from email to automation, and discuss how they have optimized marketing processes as a result.
The power of Sugar can be released by 4 simple add-on products that will make your sales team more productive. These add-ons improve user adoption by making Sugar work the way they do. Map-to-Lead lets your sales team visually map lead, contact, or target to plan their day better. Duplicate Detection Manager helps prevent duplicates from entering your system and keeps your Sugar environment free of duplicates. Advanced Support Manager simplifies the life of the support team by providing suggested solutions based upon the description of the problem. Finally, Starfish ETL, the highest rated ETL tools by G2 Crowd, can provide access to your customer ERP data just as sales history, payment, order / quote and invoices inside of Sugar.
Transforming Marketing Data into a Useful Sales PitchSugarCRM
Marketing automation technology offers a myriad of tools for marketers that facilitate lead generation and marketing optimization. As a stand alone technology, MAP's provide a strong value proposition to any company. However, when closely aligned with sales, and properly integrated at a deep level with CRM, a MAP can drive meaningful sales engagement and assist sales in connecting with the right prospective buyers at the right time. This session will highlight five common ways MAP's accomplish this.
How to Exceed the Expectations of Today's Digital CustomersSugarCRM
Let's face it -- from service and support to sales and marketing, today's customers expect a different type of engagement with the companies they care about. And they prefer to work with companies that recognize their changing expectations. In this practical session, Get Satisfaction and DRI will talk about how to create modern customer engagement infrastructure with Sugar at the core and a customer community as the friendly front-end. The value that your business will realize extends across the customer lifecycle -- reducing support cost with crowd-sourced knowledge, accelerating sales with better customer insight, and amplifying marketing automation with community interactions.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
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We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
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- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
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- How to build efficient development pipeline roles and component templates
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Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
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GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
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• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
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CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
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What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
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Orchestrator execution result
Defect reporting
SAP heatmap example with demo
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SugarCon2013: Marketing Through the Customer Lifecycle or Multi-touch
1. Looking Big
How a 2 person family business
reinvented its self in 6 months with
SugarCRM
2. Who is this guy?
Joe Harper
• COO – Harper Inc.
• VP of Marketing – Harper Inc.
• Accountant – Harper Inc.
• Director of Customer Service – Harper Inc.
• Sugar CRM “Guy” – Harper Inc.
Joe Harper
• Director Of Marketing – Milner / Comsquared
• Manager of CRM and Marketing Automation for a sales
team of over 100
5. Harper Inc. The leading supplier of in-store
manufacturing equipment for modern paint and coatings
retailers worldwide. With a focus on superior service and
sales support, Harper Inc. boasts a customer base of
over 30,000 retail locations.
• Computer aided color matching
• Manual and computer aided tint dispensing
• A full range of mixing and shaking equipment
6. Our Industry
• $120 Billion in sales for 2012
• Over 250,000 retail outlets world wide
• Growth every year during the economic down turn
• Consolidation is everywhere
• Environmental concerns are driving changes
7. Business was good
• 6.6 Million in sales
• Year over year growth for the past decade
But we had a problem
• 14+ hour days
• The majority of our days spent doing “work” involved with sales
• No value to our brand in our industry
• Growth not keeping pace with our industry
10. Our business B.S.
• 1,200 to 1,800 orders each year via:
– Email, Phone, and Trade Shows
• All typed on company letterhead in word
• Printed and faxed to our vendors
• End of the month reports hand typed into excel
• Month-end consolidation took a week
• Year end took nearly 3 weeks
• Marketing = 0%
• Misery - Won’t even work here…
(Before SugarCRM)
11. Our Goals
• GROW sales 30%
• INCREASE customer service and brand awareness
• DRIVE sales with email marketing
• MEASURE Everything!
– Then do something meaningful with what we measure.
*While DECREASING our work load and WITHOUT
increasing head count
12. Why SugarCRM
• Full disclosure – It’s the devil I know…
• Adaptability – Open Source
• Scalable
• Cloud based
• Marketing baked in
• Workflow management
• Solution cost
13. Our Business A.S.
• On pace for over 2,500 orders in 2013
• Order processing time reduced by over 90%
• End of the month reports sent to me auto-
magically!TM on the first of the month.
• Month end takes less than 2 hours
• Year end reports are also Auto-magical!TM
• Marketing = 100%
• Misery – Can’t Hack it at Harper Inc.
(After SugarCRM)
14. You are what you do most
0
10
20
30
40
50
60
Repeat customers
Average sale value
(in thousands)
Processing orders
(hours)
Average daily sales
volume
Husband and Daddy
15. Making “Work-Flow”
Sugar fixed it all right out of the box
Leads became accounts, accounts and orders
became reports. Auto-magicaly!TM
But it can do MORE!
• Customers buying solution A are now offered
companion solution B! Auto-magicaly!TM
19. Send the right message
Product A
Purchased
• Purchase
triggers
workflow
Relevant
email 1
• The
workflow
sends an
alert email
Relevant
email 2
• The
workflow
can go on
and on
“After time passes” workflow
At the end of each workflow,
the last “action” checks a box
triggering the next “after time
passes” workflow in the series.
So thanks for coming to my talk! Director of Marketing at Milner – 500 employees 100 sales peopleRolled out CRM to 2 of the 3 major sales groups.However, this is not where I work today. I Left to build the next phase of my family’s business in a partnership with my dad.He had built a company and it has grown to be the leader in his primary vertical market. To Grow more he needed Marketing, organization and some real technical know how. So now I am the COO of Harper Inc, and the Marketing Director, and the Accountant, and the Director of Customer Service and the CRM “Guy”Oh yeah and somewhere in all this I am also:
So what is Harper Inc.?We are the premier supplier of paint equipment for independent hardware dealers the world over. This includes retailer groups such as Ace Hardware, True Value, Do-it-Best and the like. We have over 30,000 retail customers the world over.So we sell the equipment that hardware stores use to create the custom paint colors that you want to make your walls match your couch, drapes or what have you..
Our industry may not seem big and it’s not. It’s HUGE!We are a tiny speck in a huge economy of paint manufactures, distributors, dealers and equipment makers. This is a huge deal as we have to really look big to stand out in such a big place. And we did a pretty good job at this by doing something novel, we offer store owners real actual personal service… but with such a big market how can 2 people continue to grow 30% without having service slip? This question is what lead to SugarCRM.
Business was good… when I joined the company we had annual sales of 6.6 Million and over a decade of year over year growth.However, as the business grew no processes were ever put in place to manage the ever growing workload. Which lead to 14 hour days, Tons of PAPER work and stunted growth due to a loss of focus on what we do best which is sell. And did I mention 14 hour days?With that work load, it was hard to find any time for my other ventures such as:
14 Hour days are pretty unacceptable with my co workers at my other job.
And don’t get me started with how my other boss felt about the long days…
Why we chose SugarCRM:We needed a solution that we could roll out in a short period of time. In a small company everyone has to contribute to deliver the results you need. I had implemented Sugar at a larger company for several teams with great success. The reason it was a fit for a company of 500 is the same reason it was a fit for my company of 2.Sugar is Adaptable – Right out of the box sugar is powerful and delivers the features that most users need. However as it is open source you can mold it to fit almost any business process. For our company, Sugar is our Line of business software.Sugar can scale - from my experience it scales up just as well as it scales down. Through customizations we were able to slim down sugar to cover our needs without having a solution that had way more features than we needed. Sugar offered the cloud based platform that my company needed. Not only do we not have servers and dedicated IP’s but we have no interest in having them! As you saw in my profile I have enough titles already. The position of CTO at Harper Inc. does not pay well.Marketing is baked right in! there is no immediate need to seek out a marketing solution to augment the offering from Sugar. (Though I cannot say enough about Pardot and what they have to offer! But that is another conversation)Sugar offers a robust and feature rich workflow environment. SugarCRM Workflow combined with alerts makes it possible to automate your marketing!Last but not least, Solution cost. With a small company ever aspect of your business must justify it’s self every day. Sugar has a fair and straight forward value that cannot be beat.
So from the chart here showing the amount of hours spent by different tasks in January. Harper Inc. was an order processing company that dabbled in sales. However with Sugar CRM we were able to implement a few sales and marketing initiatives that allowed us to quickly flip the script. By June we were a sales company that did a bit of processing here and there. The real win was finding ways to increase or real output while making room for my other job!
Google defines spam is either a noun used to describe canned meat which we wont be covering in this talk today. Or more appropriately as a verb used to describe large numbers or emails sent indiscriminately to recipients. Most marketing emails you see on an average day will truly be nothing more than this. To any email marketer out there I can assure you that even if you think your email is timely, relevant, specific, personalized and succinct. Most of the people receiving it think of it as nothing more than spam. So we as a company made some changes. We wanted to stop emailing our lists as if they were getting ads thrown at them. We wanted our customers to feel like they were having a conversation with our company about a product that they bought. This lead us to use the workflow manager in a different way that perhaps not all of you are doing today.
Sugar is a powerful CRM system but by using workflows and alert emails together you can accomplish tasks normally associated with expensive add-on solutions. The “after time passes” option can be leveraged to complete entire drip campaigns.
First off, even after carefully profiling our customers for blast emails (Sounds ridiculous but we really did try!) our open rates were abysmal. We would see 10-20% open rates and maybe 1%-2% click rates. As you can imagine this lead to nearly ZERO sales. The problem was not product and it was not