integrating human and digital touchpoints through the customer lifecycle
DESCRIPTION
Presentation made by Jennifer Stagnaro at the DRI Marketing Automation event (http://marketing.automation.pt/) on October 30th 2014.TRANSCRIPT
CRM and the Power of “I” Jennifer Stagnaro, CMO
#DRI2014MA
© SugarCRM Inc. All rights reserved. 06/08/2014
CRM AND THE POWER OF “I”!Jennifer Stagnaro, CMO
© SugarCRM Inc. All rights reserved. 06/08/2014
SUGAR MANIFESTO!As SugarCRM talked to people who rely on Customer Relationship Management systems to run their business, we recognized that most sales and support people hate using them.
We set out to free them from the tyranny of conventional CRM systems.
We knew that companies wanted more than just a recording and management system. They wanted an indispensable tool that would help sales, marketing, and customer support team members win more business and create extraordinary customer relationships. Further, it needed to be affordable so that they could put it in the hands of every employee who engages with customers.
We decided to build an innovative CRM system designed for the individual contributor, not just for the management team. We did away with the drudgery of endless data entry, and focused on enabling people to do their job better by giving them the right information, when they need it, before they even ask. And, we simplified the buying process: one price, all-inclusive, with no hidden fees so you know how much the system costs.
© SugarCRM Inc. All rights reserved. 06/08/2014
Transform Perspective from Inside Out!
DEPARTMENTAL ORIENTATION CUSTOMER JOURNEY ORIENTATION
CEO
Sales Marketing Service
Field Sales
Channel Sales
© SugarCRM Inc. All rights reserved. 06/08/2014
Multiple Individuals Across the Journey!
Colleagues Experts Sale Rep Pre-sales Product Manager
Sales Manager
Lawyer Finance Logistics Service Support
© SugarCRM Inc. All rights reserved. 06/08/2014
Is this a current customer?
Are they our top customer?
Have they paid their bills?
Do they have any outstanding issues
with us?
Colleagues Experts Sale Rep Pre-sales Product Manager
Sales Manager
Lawyer Finance Logistics Service Support
5
© SugarCRM Inc. All rights reserved. 06/08/2014
Legacy CRM Products!Point Solutions Targeting the LOB
Marketing Automation
Salesforce Automation
Customer Service
Automation
© SugarCRM Inc. All rights reserved. 06/08/2014
Sugar!Unifies the Customer Experience
Marketing Automation
Salesforce Automation
Customer Service
Automation
© SugarCRM Inc. All rights reserved. 06/08/2014
Sugar!Unifies the Customer Experience
Market-Leading CRM • Empowers the individual user • Connects ALL customer-facing
employees to each individual at a customer
• Enables companies to deliver extraordinary customer relationships
© SugarCRM Inc. All rights reserved. 06/08/2014
Empower the Individual!
Dean, CEO • 30% increase in overall team efficiency
Craig, Marketing & Technology Development • Provides real-time customer images, designs,
specs to field sales team Heather, Accounting
• Eliminates meetings, saving 20 hours per week Matt, Project Management
• Resolves jobsite issues in minutes, not days
74% of Redglaze staff using Sugar
9
© SugarCRM Inc. All rights reserved. 06/08/2014
Empower the Individual!
• Scores Customer “Health” – Aggregates data from
40+ sources, including Dunn & Bradstreet, Acuity, and Sugar
• Target lower scoring customers for training & upsell opportunities
• Enables sales team to target prospects with personalized solutions
Grew Revenue 3x using Sugar
10
© SugarCRM Inc. All rights reserved. 06/08/2014
The CRM for Every Customer-Facing Employee!
INNOVATION FLEXIBILITY VALUE
The Most Innovative, Flexible CRM Solution at an Affordable Price
© SugarCRM Inc. All rights reserved. 06/08/2014