Archives For January 2014

The SugarCRM alliances team is coming off a very productive few days in Orlando, Florida last week as part of our participation at IBM Connect 2014. Among the highlights of the week, SugarCRM was named as a finalist for IBM’s 2014 Collaboration Solutions Award in the “Best of Show and Chief Technology Officer (CTO)” category during the event.

The combined Best of Show/CTO Award recognizes visionary IBM business partners who use cross-IBM Software Group (SWG) capabilities in innovative, customer-focused ways. SugarCRM was named a top award contender after demonstrating how the Sugar-IBM solution helps customers maximize and improve social business efforts and increase bottom-line results.

The SugarCRM-IBM solution includes SugarCRM’s integrations to IBM SmartCloud for Social Business, IBM Notes and IBM Connections. In addition, SugarCRM’s integrations to IBM Campaign and IBM Interact further extends the IBM Smarter Commerce solution and brings the power of IBM Enterprise Marketing Management to customer-facing sales, support and marketing individuals. SugarCRM also runs on IBM DB2, IBM SmartCloud, IBM SoftLayer, IBM PureSystems and IBM PowerLinux.

The good news is, customers benefit the most from the SugarCRM-IBM connection. For example, SugarCRM customer Tollpost Globe, one of the Nordic region’s leading logistic companies, needed a platform that would increase internal efficiency as well as customer satisfaction. Since implementing SugarCRM and IBM Collaboration, Tollpost Globe has already seen a 70 percent increase in sales, a 40 percent increase boost in sales efficiency and a 30 percent rise in customer satisfaction numbers.

We are in a new era of CRM – one that is more intuitive, personalized and social, and our partnership with IBM underscores SugarCRM’s commitment to delivering solutions that enable our customers to engage in highly innovative social selling.  The SugarCRM and IBM relationship is gaining impressive momentum and underscores our commitment to further extending our social business solutions to new markets, products and customers around the globe. This recognition by IBM is an exciting and telling testament to that fact.

To learn more about how you can harness the power of Sugar and IBM technology visit sugarcrm.com/ibm

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Welcome to our roundup of customer relationship management (CRM) industry news from across the web. We’ll be hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Opportunities in the Democratization of CRM
“If you don’t use it, you don’t pay for it. But, since we all want to be successful, those that build a competitive capability here will pay more, and the consultants who introduce this capability will share in those successes.” – Mike Boysen

Mike Boysen further iterates the concept of “democratizing” or unbundling of CRM from a ‘pay-for-what-you-want’ viewpoint. His sentiment is that as certain components of CRM become commodities, we will be likely to see new services built on top of them that were previously only available through high-paid consulting engagements prior.
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Digital Disruption Replaces Brand Relationship With Digital Customer Relationship
Customers are looking to build deep digital relationships with brands, bringing them closer to the content they want, with a more efficient way to consume it. James McQuivey makes it clear that if you’re not working on building that “digital bridge” between you and your customer, somebody else out there is replacing you in creating the “ultimate customer relationship”.

“If you continue to focus on building a wonderful brand relationship with your customer, you will one day awake to find that someone else has taken your place in your customer’s life. Not with a more compelling brand relationship, but with a more compelling digital customer relationship.” – James McQuivey, Ph.D.
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To Win Against Increasing Competition, Equip your Salespeople with a Deeper Understanding of your Buyers
“Your only true differentiation comes from how your reps interact with your buyers” – Mark Lindwall, Senior Analyst at Forrester

Mark Lindwall drives the point home that in order to gain a competitive advantage in the sales environment, you must equip your salespeople to have a deep understanding of the buyer — a concept Forrester calls “buyer empathy”.
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Registration for SugarCon 2014 is Now Open!
SugarCon is the premier event for SugarCRM customers, users, and partners to experience a rare glimpse of CRM’s future while witnessing the intersection of innovation and technology with a renewed customer experience.
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Got ideas for other great articles we should include in future CRM Roundup posts? Let us know in the comments below!

CRM_Roundup_Banner_V4
Welcome to our all-new roundup of customer relationship management (CRM) industry news from across the web. We’ll be hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Your IT Group is at The Center of Your Customer Experience (and Your Business)
“Inside companies of all sizes, the issue of ‘silos’ – where walls have been erected between groups, divisions and departments – are both a common pain point and a significant cause of unmet customer expectations.” – Michael Hinshaw

As digital touch points increase and become more intelligent, the socially-savvy consumer will have an increased expectation of communication in these channels. This article proposes a shift in thinking, suggesting that IT as an organization needs to look at a business from the outside-in.
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Developing a Response Model in 5 Easy Steps
In an evolving digital landscape, the number of channels where customers interact with a brand continue to increase. How quickly do you respond in these channels? Do you have a response model? Every channel has its own audience — define that audience, and then find your voice there.
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The many benefits of integrating customer support into CRM
“While many organizations run some sort of customer help-desk or advice line, it’s surprising how often this function is supported by standalone technology rather than being part of the main CRM application.” – Richard Boardman

Implementing a system that spans sales, marketing, and support embraces a more open flow of information between all customer-facing employees.
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This is “How i CRM” – Redglaze Group 
Employees at Redglaze Group share their story about how they align teams across eight different companies to run seamlessly as a cohesive organization.

Aligning eight businesses is not for the faint-of-heart. By encouraging adoption to 74% of employees across CRM-deployed companies, Redglaze increases efficiency in all departments, streamlines resource-sharing, and increases consistency in all customer interactions across the company.
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Got other great articles we should include in future CRM Roundup posts? Let us know in the comments!