SugarCon 2013: Every Customer | Every User | Every Time

1. every customer | every user | every time
Larry Augustin
CEO
SugarCRM

2. CRM Industry

3. billion dollars annual spend
million users of commercial CRM
18
22
CRM Industry

4. Do You Need CRM?

5. Do You Need CRM?
Do you have customers…?

6. CRM Potential

7. CRM Potential
918 Million
Corporate Accounts
450 Million
Customer Facing
3.6 Billion
Email Accounts
18 Million
CRM Users

8. The CRM Challenge
For every 1 person using CRM today, there are 25 other
people who face the customer and are not using CRM.

9. Why?

10. Who Does CRM Benefit?

11. The Way People Buy Has Changed
Assigned Departments
Records
Inside Out
Everyone
Engagement
Outside In
WHO
WHY
HOW
$

12. The Two Constituents Have Evolved
The User The Customer

13. The Challenge

14. The Challenge
How do we reach the 450 million?

15. Answer Three Fundamental Questions
 How can we better understand the needs of
every individual customer?
 How do we empower every user to engage
successfully with their customers?
 How can we deliver a consistent
experience every time?

16. Answer Three Fundamental Questions
 How can we better understand the needs of
every individual customer?
 How do we empower every user to engage
successfully with their customers?
 How can we deliver a consistent
experience every time?
every customer
every user
every time

17. every customer
every user
every time

18. Every Customer
Treat each customer as an individual
Make all of the customer’s information available
Deliver the customer’s information when it matters

19. Treat every customer as an individual by providing
users with the information they need when they
need to know it.
Every Customer

20. every customer
every user
every time

21. Every User
Help users do their job. Gather data
as a side-effect.
Deliver value to the user for every action
you ask them to take.
Help users decide what to do next.

22. Every User
Help every user in their day to day job, don’t force
them to enter information that doesn’t benefit
them, and help them understand what to do next.

23. every customer
every user
every time

24. Every Time
Every customer is important
Every user needs to be a customer expert
Every connection counts

25. Treat every customer as important, and make sure
every person in the company has the tools and
information to make every single customer
interaction seamless, consistent, and valuable.
Every Time

26. every customer
every user
every time

27. Our Mission
Make every user more effective every time they
engage 1-to-1 with every customer

28. every customer
every user
every time
SugarCRM

29. Sugar3Sugar 1Sugar 2Sugar4Sugar 5Sugar 6Sugar 7

30. Sugar 7 Preview Highlights
Smart…
 Single page access to business, online, and
social customer intelligence
 Personalizable intelligence pane for surfacing relevant
external and internal customer data
 Activity visualizations to help identify when to
engage customers

31. Sugar 7 Preview Highlights
Fast…
 Powered by HTML5, optimized for tablets, phones, and
browser UX
 Designed for the social user: filter, tag, and follow key
customer and deal activity
 Inline editing, rapid access, and no UI latency

32. Sugar 7 Preview Highlights
Social…
 Fully CRM integrated, searchable, in-context
activity streams
 Document sharing in the context of doing business
 Embedded activity intelligence engine to understand
what’s trending

33. SugarCRM Mission
Make every user more effective every time
they engage 1-to-1 with every customer

34. Thank you