every customer | every user | every timeLarry AugustinCEOSugarCRM
CRM Industry
billion dollars annual spendmillion users of commercial CRM1822CRM Industry
Do You Need CRM?
Do You Need CRM?Do you have customers…?
CRM Potential
CRM Potential918 MillionCorporate Accounts450 MillionCustomer Facing3.6 BillionEmail Accounts18 MillionCRM Users
The CRM ChallengeFor every 1 person using CRM today, there are 25 otherpeople who face the customer and are not using CRM.
Why?
Who Does CRM Benefit?
The Way People Buy Has ChangedAssigned DepartmentsRecordsInside OutEveryoneEngagementOutside InWHOWHYHOW$
The Two Constituents Have EvolvedThe User The Customer
The Challenge
The ChallengeHow do we reach the 450 million?
Answer Three Fundamental Questions How can we better understand the needs ofevery individual customer? How do we empower...
Answer Three Fundamental Questions How can we better understand the needs ofevery individual customer? How do we empower...
every customerevery userevery time
Every CustomerTreat each customer as an individualMake all of the customer’s information availableDeliver the customer’s i...
Treat every customer as an individual by providingusers with the information they need when theyneed to know it.Every Cust...
every customerevery userevery time
Every UserHelp users do their job. Gather dataas a side-effect.Deliver value to the user for every actionyou ask them to t...
Every UserHelp every user in their day to day job, don’t forcethem to enter information that doesn’t benefitthem, and help...
every customerevery userevery time
Every TimeEvery customer is importantEvery user needs to be a customer expertEvery connection counts
Treat every customer as important, and make sureevery person in the company has the tools andinformation to make every sin...
every customerevery userevery time
Our MissionMake every user more effective every time theyengage 1-to-1 with every customer
every customerevery userevery timeSugarCRM
Sugar3Sugar 1Sugar 2Sugar4Sugar 5Sugar 6Sugar 7
Sugar 7 Preview HighlightsSmart… Single page access to business, online, andsocial customer intelligence Personalizable ...
Sugar 7 Preview HighlightsFast… Powered by HTML5, optimized for tablets, phones, andbrowser UX Designed for the social u...
Sugar 7 Preview HighlightsSocial… Fully CRM integrated, searchable, in-contextactivity streams Document sharing in the c...
SugarCRM MissionMake every user more effective every timethey engage 1-to-1 with every customer
Thank you
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SugarCon 2013 Keynote: Larry Augustin, CEO SugarCRM

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SugarCon 2013: Every Customer | Every User | Every Time

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SugarCon 2013 Keynote: Larry Augustin, CEO SugarCRM

  1. 1. every customer | every user | every timeLarry AugustinCEOSugarCRM
  2. 2. CRM Industry
  3. 3. billion dollars annual spendmillion users of commercial CRM1822CRM Industry
  4. 4. Do You Need CRM?
  5. 5. Do You Need CRM?Do you have customers…?
  6. 6. CRM Potential
  7. 7. CRM Potential918 MillionCorporate Accounts450 MillionCustomer Facing3.6 BillionEmail Accounts18 MillionCRM Users
  8. 8. The CRM ChallengeFor every 1 person using CRM today, there are 25 otherpeople who face the customer and are not using CRM.
  9. 9. Why?
  10. 10. Who Does CRM Benefit?
  11. 11. The Way People Buy Has ChangedAssigned DepartmentsRecordsInside OutEveryoneEngagementOutside InWHOWHYHOW$
  12. 12. The Two Constituents Have EvolvedThe User The Customer
  13. 13. The Challenge
  14. 14. The ChallengeHow do we reach the 450 million?
  15. 15. Answer Three Fundamental Questions How can we better understand the needs ofevery individual customer? How do we empower every user to engagesuccessfully with their customers? How can we deliver a consistentexperience every time?
  16. 16. Answer Three Fundamental Questions How can we better understand the needs ofevery individual customer? How do we empower every user to engagesuccessfully with their customers? How can we deliver a consistentexperience every time?every customerevery userevery time
  17. 17. every customerevery userevery time
  18. 18. Every CustomerTreat each customer as an individualMake all of the customer’s information availableDeliver the customer’s information when it matters
  19. 19. Treat every customer as an individual by providingusers with the information they need when theyneed to know it.Every Customer
  20. 20. every customerevery userevery time
  21. 21. Every UserHelp users do their job. Gather dataas a side-effect.Deliver value to the user for every actionyou ask them to take.Help users decide what to do next.
  22. 22. Every UserHelp every user in their day to day job, don’t forcethem to enter information that doesn’t benefitthem, and help them understand what to do next.
  23. 23. every customerevery userevery time
  24. 24. Every TimeEvery customer is importantEvery user needs to be a customer expertEvery connection counts
  25. 25. Treat every customer as important, and make sureevery person in the company has the tools andinformation to make every single customerinteraction seamless, consistent, and valuable.Every Time
  26. 26. every customerevery userevery time
  27. 27. Our MissionMake every user more effective every time theyengage 1-to-1 with every customer
  28. 28. every customerevery userevery timeSugarCRM
  29. 29. Sugar3Sugar 1Sugar 2Sugar4Sugar 5Sugar 6Sugar 7
  30. 30. Sugar 7 Preview HighlightsSmart… Single page access to business, online, andsocial customer intelligence Personalizable intelligence pane for surfacing relevantexternal and internal customer data Activity visualizations to help identify when toengage customers
  31. 31. Sugar 7 Preview HighlightsFast… Powered by HTML5, optimized for tablets, phones, andbrowser UX Designed for the social user: filter, tag, and follow keycustomer and deal activity Inline editing, rapid access, and no UI latency
  32. 32. Sugar 7 Preview HighlightsSocial… Fully CRM integrated, searchable, in-contextactivity streams Document sharing in the context of doing business Embedded activity intelligence engine to understandwhat’s trending
  33. 33. SugarCRM MissionMake every user more effective every timethey engage 1-to-1 with every customer
  34. 34. Thank you

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