"open crm" - tom schuster
DESCRIPTION
Make your customers happier by using the Cloud and Social Media.TRANSCRIPT
![Page 1: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/1.jpg)
Open CRM
Tom Schuster, VP Europe19th May 2011
Make your customers happier by using the Cloud and Social Media
![Page 2: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/2.jpg)
5/24/2011 2
![Page 3: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/3.jpg)
Change:Social CRM
©2010 SugarCRM Inc. All rights
![Page 4: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/4.jpg)
2005 CRM Specs - Social?
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
4
![Page 5: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/5.jpg)
Change:Cloud Computing
©2010 SugarCRM Inc. All rights
![Page 6: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/6.jpg)
2005 CRM Specs Cloud Computing?
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
6
Unknown Prior to 2007
![Page 7: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/7.jpg)
Change:Native Apps
©2010 SugarCRM Inc. All rights
![Page 8: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/8.jpg)
2005 CRM Specs Native Clients
when all software will be delivered over the internet. Does the arrival of Google Apps Premier Edition signal the death of desktop software dinosaurs like Microsoft Office? - Wired Magazine
All applications will be Web based:
In three to five years, all applications will be delivered this way. -Phil Robinson, SVP SalesForce.
Or will they?
![Page 9: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/9.jpg)
While RIM + Windows Mobile + Palm Losing Share
Note: Usage share represents % of total ad requests coming from the operating system, data may not be representative.Source: AdMob, 2/10. 44
USA Mobile Internet Usage Share by Smartphone Opearting System4/08 - 2/10
6% 8%
60%55%
44%
46%31%
13%12%
7%
32%
31%
6%
4%
2%
12%20%
42%
59%51%
29%
17%19%
27%
8%14%
23%
7%3%
0%
20%
40%
60%
80%
100%
4/08 6/08 8/08 10/08 12/08 2/09 4/09 6/09 8/09 10/09 12/09 2/10
Symbian iPhone RIM Windows Palm Hiptop Android
![Page 10: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/10.jpg)
Change From 2005 to Today
2005
MySpace, digg
Web Browser
SaaS
Today
FaceBook, Twitter
Native Apps
Cloud
![Page 11: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/11.jpg)
-2016?
![Page 12: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/12.jpg)
Control
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
12
![Page 13: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/13.jpg)
©2011 SugarCRM Inc. All rights reserved.
Open
![Page 14: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/14.jpg)
The Future of Business is Open
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
14
Development
Sales
Marketing
![Page 15: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/15.jpg)
The Future of Business is Open
5/24/2011 15 ©2010 SugarCRM
Inc. All rights
Collaboration Social
CloudMobile
SugarCRMOpen Platform
![Page 16: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/16.jpg)
Change:Social CRM
©2010 SugarCRM Inc. All rights
![Page 17: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/17.jpg)
©2010 SugarCRM Inc. All rights reserved.
CRM in the age of Social is based on the simple premise that you are able to Interact with your customers based on their needs, not your rules
The Customer rules!
Get Social
![Page 18: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/18.jpg)
CRM: Enable a single customer view
SALES EDGE CUSTOMERSINNER CORE
SALES
CUSTOMER SERVICE
CALL CENTER
MARKETING
![Page 19: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/19.jpg)
CRM Made Social: Enable the customer edge
SALES EDGE CUSTOMERSINNER CORE
![Page 20: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/20.jpg)
CRM Made Social: Document Sharing
![Page 21: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/21.jpg)
CRM Made Social: Online Meetings
![Page 22: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/22.jpg)
CRM Made Social: Team Collaboration
Enhanced Activity StreamsBetter Team CollaborationTrack all team activities for leads, cases, contacts and opportunitiesSubscribe to favorite leads, cases , contacts and opportunitiesReply to or delete specific Activity StreamsMore Admin controls
![Page 23: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/23.jpg)
CRM Made Social: Twitter and Facebook
Activity Streams Social StreamsAdmin can enable or disable
![Page 24: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/24.jpg)
Change:Cloud Computing
©2010 SugarCRM Inc. All rights
![Page 25: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/25.jpg)
Open Cloud
5/24/2011 ©2010 SugarCRM Inc. All rights reserved. 25
![Page 26: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/26.jpg)
Change:Native Apps
©2010 SugarCRM Inc. All rights
![Page 27: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/27.jpg)
CRM Made Mobile
![Page 28: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/28.jpg)
CRM Made Mobile: iPhone
![Page 29: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/29.jpg)
CRM Made Mobile: Android
![Page 30: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/30.jpg)
CRM Made Mobile: Blackberry
![Page 31: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/31.jpg)
CRM Made Mobile: Offline Sync
![Page 32: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/32.jpg)
CRM Made Mobile: HTML5 Charts
![Page 33: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/33.jpg)
SugarCRM: Social, Mobile, Cloud
![Page 34: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/34.jpg)
SugarCRM Global Open Source CRM Leader
BusinessLeading provider of Open Source CRM SoftwareFounded April 2004 in Cupertino, California Europe Head Office in Munich, Germany
Market TractionAward winning products3rd largest global CRM Provider800,000+ users, 80,000+ organisations250+ partners on five continents
Fastest Growing 50%+ billings growth 2010 over 2009> 9 Million downloads 2,500+ New customers in 80 countries
Leader Position in CRM for Midmarket - June 2010
![Page 35: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/35.jpg)
7,000+ SugarCRM Customers
5/24/2011 Copyright © 2010 SugarCRM, Inc. All rights reserved. 35
![Page 36: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/36.jpg)
Value Of SugarCRM
Solve your business issues
Understand your goals
Fit around your processes
Help from local partners
Invested in your success
![Page 37: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/37.jpg)
Key Customer Benefits
Flexible Intuitive Open
Brings YOU a simplified UI
Works the way YOU work
Integrates with YOUR environment
![Page 38: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/38.jpg)
Solution Components
![Page 39: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/39.jpg)
Marketing Automation
Campaign management
Web to lead capture
Email marketing
ROI measurement
Social media
![Page 40: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/40.jpg)
Sales Automation
Customize sales stages
Team selling
Forecasting
Products, quotes, contracts
Sales process automation
![Page 41: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/41.jpg)
Customer Service Automation
Support cases
Bug tracking
Email management
Knowledge base
Customer self-service portal
![Page 42: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/42.jpg)
You Are In Control
Global, Mobile, Social
Open Cloud
Your Data is Yours
No vendor lock-in
Reporting and Integrations
![Page 43: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/43.jpg)
Happy customers with social and cloud
5/24/2011 43©2010 SugarCRM Inc. All rights reserved.
Collaboration Social
CloudMobile
SugarCRMOpen Platform
![Page 44: "Open CRM" - Tom Schuster](https://reader034.vdocuments.us/reader034/viewer/2022051513/546ca651af79595d298b50cb/html5/thumbnails/44.jpg)
The Sweeter RoadMicrosoftOracleSFDC
44