Turn Big Data Into Actionable Insights With Sugar 7

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Today, there is so much data available about your prospects and customers that it can seem overwhelming. However, by leveraging the new framework in Sugar 7, users can more easily turn oceans of social and system data into actable insights. In this informative session, SugarCRM principal product manager Chian Robinson will outline how Sugar 7 users can turn both external and internal system data from various sources into actionable intelligence. Together with a guest speaker, she will also discuss the new realm of data intelligence and how Sugar can possibly leverage these cutting-edge data technologies to further empower both individual users as well as business leaders to make more informed decisions and to better understand every customer.

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Turn Big Data Into Actionable Insights With Sugar 7

  1. 1. TURN BIG DATA INTO ACTIONABLE INSIGHTS WITH SUGAR 7 Chian Robinson Principal Product Manager SugarCRM Narayan Bharadwaj Guest Speaker Head of Products, ClearStory Data @TwitterHandle #SugarCon
  2. 2. Story of Chris Oliver Senior ISR, NA Works for a B2B software company that develops and sells HR management software to SMBs. Quota $20,000 Closed Won $14,154 Deficit $5,846
  3. 3. Story of Chris Oliver Senior ISR, NA Works for a B2B software company that develops and sells HR management software to SMBs. Opportunity Name Account Name Expected Close Date Product Stage Probability Amount Southern Reality Southern R… 06/20/2014 Bennie Gad… Closed Won 100 $7,730.00 B.H. Edwards,… B.H. Edwar… 05/06/2014 Ilene Gadget… Closed Won 100 $6,424.00 Underwater M… Underwate… 06/25/2014 Marcellus G… Negotiation/Re view 80 $5,984.00 AtoZ Co Ltd AtoZ Co ltd 06/20/2014 Mindy Gad… Negotiation/Re view 80 $6,100.00 360 Vacation… 360 Vacati… 06/15/2014 Bennie Gad… Negotiation/Re view 80 $5,849.00
  4. 4. Story of Chris Oliver Which one of these three opportunities should I pursuit? Sales Stage = Negotiation/Review Probability = 80% Expected Close Date = End of May Sales Amount > $5,846
  5. 5. Story of Chris Oliver
  6. 6. DATA AND SUGARCRM Chian Robinson Principal Product Manager SugarCRM
  7. 7. Growth of Data - Volume and Velocity “We now create as much information every two days as we did from the dawn of civilization to 2003.” - Eric Schmidt, TechCrunch, August, 2010 Two Days 20 K Years 7.3 M Days
  8. 8. Growth of Data - Variety • Various formats • Various channels • Various devices
  9. 9. Impact on CRM Source: Forrester Research, Inc
  10. 10. Growth of Transaction Data of Sugar OD Customers Total number of records created within a year
  11. 11. How about Unstructured Data Source: Forrester Research Inc, 2012 Unstruc tured 66% Semi- structur ed 4% Structur ed 30% 0% SMBs Unstru ctured 58%Semi- structu red 4% Struct ured 38% 0% LEs
  12. 12. How about Unstructured Data Source: International Data Corporation (IDC), 2012 Unstructur ed Data 85% Structured Data 15% 0% 0%
  13. 13. Total Customer Data by 2020 • The volume of unstructured data is roughly 3x structured data. • Data volumes are expected to grow 44x by 2020. The growth in unstructured data will be 3x structured data. – EMC • The volume of structured data of a typical Sugar customer will be 1.6B and the volume of unstructured data will be 14.4 B.
  14. 14. Story of Chris Oliver 1.6 B 14.4 B
  15. 15. Story of Chris Oliver Which one of these three opportunities should I pursuit? Sales Stage = Negotiation/Review Probability = 80% Expected Close Date = End of May Sales Amount > $5,846 decision makers Influencers Relationship between Chris and decision makers Opinions Sentiment Availability Locations
  16. 16. Sugar’s Product Goal • Supply users with deep knowledge of their customers so that they can have deep engagement with their customers.
  17. 17. Applying Insights AdaptCapturing Analyzing Product Offerings • Activity Streams: breaking internal silos • Twitter integration: capturing sentiments, trends • D&B integration • Notifications • Mobile location Context • Single page view of customer data • RHS Intelligence Panel • Integration with BI tools • Plugin Side Panel
  18. 18. Activity Streams • Internal social collaboration platform • Allows text-based updates, posts, mentions, references, and notifications • User can share images, videos, URLs with colleagues • Data is unstructured
  19. 19. Activity Streams
  20. 20. Activity Streams
  21. 21. Activity Streams
  22. 22. Data from External Social Channels • Twitter integration • View tweets in record view • Re-tweet, Reply in record view • Pull tweets into activity streams • Tweet to cases, tweet to bugs
  23. 23. Data from External Social Channels
  24. 24. Data from External Social Channels
  25. 25. Data from Trusted Partners • D&B for Sugar Connector – Pull data from D&B during account creation – Enrich existing accounts – Pull contacts from D&B – Build a list (BAL)
  26. 26. Data from Trusted Partner – D&B
  27. 27. Data from Trusted Partner – D&B
  28. 28. Data from Trusted Partner – D&B
  29. 29. Sugar Intelligence Panel • Single page view of a record and its related record information • Context sensitive history and analytical data • Customizable dashlets • D&B dashlets
  30. 30. Sugar Intelligence Panel
  31. 31. Sugar Intelligence Panel
  32. 32. Sugar Intelligence Panel
  33. 33. Sugar Plugin Side Panel • Bring Sugar Data to user’s favorite app – Gmail Plugin – Outlook Plugin – IBM Notes Plugin
  34. 34. Sugar Plugin Side Panel
  35. 35. Applying Insights AdaptCapturing Analyzing Next Step • Data Analytics • Predictive Intelligence • Content Analytics• Tagging • Keyword Search • More integrations: Google, Facebook
  36. 36. DATA INTELLIGENCE Narayan Bharadwaj Head of Products ClearStory Data @nadubharadwaj
  37. 37. New Requirements in The Data World • More Data – More internal sources and data types – Plus external data sources: public and premium • More Speed – Automates data convergence for fast time-to-answers – On the fly exploration of new insights • More People – New user model for any business user – Rich collaboration on insights for faster decisions
  38. 38. What Is Needed? A data intelligence solution for the enterprise Need speedy insights over private & external data, with an easy, collaborative user model for everyone. Distributed Teams Business Users Data Analysts Data Stewards
  39. 39. What constitutes a Data Intelligence solution? • Enables fast-cycle analysis converging and harmonizing internal and external data sources • An interactive way for business users to see, explore and stay up-to-date on new data and insights. • Allows users and globally distributed teams to actively collaborate for faster analysis and data-driven decisions. • An easy, intuitive user experience that requires no IT or technical skills.
  40. 40. Data Sources ClearStory Platform ClearStory Application Data Inference & Profiling Harmonization Visualization Collaboration Data Convergence A new data platform Solve for scale, variety and speed
  41. 41. Data Harmonization Combine internal and external data
  42. 42. Data-aware collaboration Crowd source to insights
  43. 43. Story of Chris Oliver Which one of these three opportunities should I pursuit? Sales Stage = Negotiation/Review Probability = 80% Expected Close Date = End of May Sales Amount > $5,846 decision makers Influencers Linkage between Chris and decision makers Opinions Sentiment Availability Locations How quick to close Impact on pipeline deals Upsell opportunity
  44. 44. THANK YOU CHIAN ROBINSON ROBINSONC@SUGARCRM.COM @ChianRobinson #SugarCon @nadubharadwaj

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