Archives For CRM Success

Going to Gartner Customer 360 Summit in San Diego next week, May 1-3rd? Find us at the event that’s all about creating a great customer experience.

–Visit Booth 106 to meet the Sugar team and see the latest, coolest CRM technology that is redefining the way companies interact with the people who choose to do business with them. Every Customer. Every User. Every Time. Gartner Summit

–Attend Sugar CEO Larry Augustin’s session, “SugarCRM: Death, Taxes, & Sales Forecasts: Transforming CRM for Real Users” on May 2nd from 11am-12pm. Find out how:

Traditionally accepted claims of CRM ROI – better forecasting visibility, better internal controls – are a testament to why the promise of CRM has fallen short. Even with today’s ease of deployment, CRM is still synonymous with low usage and the burden of mandatory forecasting. In this session, attendees will learn how to move away from the corporate-led CRM agenda and focus on the needs of real CRM constituents: the customer and the customer-facing user.

Learn more about Gartner 360 here. See you in San Diego!

Gartner Customer 360 Summit delivers complete coverage of the new strategies and technologies that are enabling organizations to better understand and engage their customers, build loyalty and grow the business.

This must-attend CRM event brings together senior business, marketing and IT leaders to focus on creating a strategic, unifying vision for customer engagement and experience management.

NetworkWorld’s Alan Shimel recently published his list of the 10 most successful open source projects of 2012, and SugarCRM is there on the list. Sugar earned kudos for its integrations with Sharepoint, Lotus Notes, Gmail, Yahoo Mail and Outlook, but beyond that, Shimel writes, SugarCRM has“emerged from Salesforce’s shadow and become a CRM power in its own right. With lots of ways to consume Sugar, there is a model and a price point for just about everyone. While continuing to innovate, Sugar has found its place.”

Of course, in order to find that place, SugarCRM’s had to focus on more than just being an open-source alternative. SugarCRM had to focus on addressing the top problem of its users better than the competition: enabling the entire organization to effectively engage with customers, and making every connection and call drive value for each customer. Recognizing the need for an organization-wide customer engagement platformgives Sugar’s internal team and those of its resellers partners direction to use the flexibility that the application’s open source heritage provides.

The others on the NetworkWorld list – Hadoop, MongoDB, OpenStack, Pentaho, PostgreSQL, Joomla, WordPress, DotNetNuke and Audacity – have also been keen observers of the business needs of their customers. To see the full list, visit Shimel’s slideshare deck outlining his 10 open source success stories.

 

 

 

Some may think that CRM is a tool used primarily by companies that lean toward high technology – and that means IT-oriented companies.  The reality is that all companies these days are leaning on high technology to become more efficient and to gain an edge in sales – and so, CRM is becoming a tool in the arsenals of companies in industries that might surprise technology chauvinists.

For an example, look no farther than KRAMSKI, a German stamping and insert/outsert molding manufacturer with a global client base that includes Delphi, Bosch and Lear and plants in Asia and North America. The company needed to introduce greater uniformity, transparency, and efficiency into its sales process. It was no longer enough to rely on on Excel spreadsheets to track leads, inquiries, and opportunities; these limited tools gave KRAMSKI executives little visibility into the sales pipeline.

Working with MyCRM Gmbh (SugarCRM’s November Partner of the Month)  MyCRM GmbH to improve sales monitoring and transparency and increase customer satisfaction, KRAMSKI’s new Sugar-based solution allows sales teams to now forecast a full nine months in advance rather than three — a 200 percent improvement. Sugar also accelerated decision making while reducing quote approval time by 20 percent for domestic customers and 25 percent for international customers.

MyCRM designed and implemented the solution and conducted user training. MyCRM also integrated Sugar with IBM Lotus Notes Groupware. In addition to improving sales monitoring processes and increasing the forecasting range, the MyCRM Sugar implementation:

  • Reduced quote approval time by 20 percent for domestic clients and 25 percent for international clients
  • Enabled KRAMSKI to optimize production resources
  • Improved opportunity management and quote generation
  • Standardized sale reporting across all company locations

For more information on KRAMSKI’s success with Sugar, visit the case study.

SugarCRM’s third quarter was yet another strong one. The company added 650 new customer companies and continued to grow its momentum in the enterprise market. Annual recurring revenue growth sustained its pace, coming in at more than 45 percent year-over-year, and SugarCRM notched its 12th consecutive quarter of year-over-year billings growth, with a 23 percent increase in the third quarter of 2012.

“As global demand increases for enterprise-wide CRM systems that equip all customer-facing professionals with the insight they need to drive deeper, more relevant customer engagement, SugarCRM is well positioned to carry on its global expansion,” said Larry Augustin, CEO of SugarCRM.

The company’s list of highlights for the quarter is a long one:

For those of you who follow the CRM space, last week provided for some real drama. Here’s a quick recap courtesy of TechCrunch

Oct 4: Larry Ellison Cancels Marc Benioff’s Keynote at Oracle’s OpenWorld
Oct 5: After A Cancelled Keynote, Benioff Strikes Back; Talks Future Of The Cloud
Oct 6: Ellison Reveals Oracle’s Public Cloud; Calls Salesforce The ‘Roach Motel’ Of Cloud Services

I don’t want to dwell on this cloud spat, but the one thing I do want to talk about is one of the points that Larry Ellison raises.  He warned customers: “Beware of false clouds“, and further goes on to state that salesforce.com “is a proprietary cloud, the ultimate vendor lock-in”.  It really delights me to see that Larry Ellison is now saying what we’ve been saying all along.  Salesforce.com is not cloud computing.  Salesforce.com is a 10 year old multi-tenant hosting technology.

True cloud computing allows customers to freely move their data between different clouds;
True cloud computing gives customers the choice where they want to deploy their CRM instance;
True cloud computing is open;
SugarCRM is the only CRM solution in the market today that is truly build for the cloud.

On Oct 12, we announced added support for IBM SmartCloud Enterprise to the set of public clouds that customers can deploy Sugar on.  In addition to the IBM SmartCloud, Sugar runs on Amazon EC2, Rackspace Cloud and Windows Azure.  Customers can also choose to deploy Sugar in the Sugar Cloud, in one of our partner clouds or in their own private cloud.  To learn more about the benefits of REAL cloud computing, take a look at the following:

By Andy Monshaw, General Manager, IBM Midmarket

Customer is king. Seems like a simple premise, but for most businesses, managing customer relationships is a means to an end – a way to reduce costs while increasing profitability. Customer Relationship Management, or CRM, allows businesses to solidify customer satisfaction, loyalty, and advocacy. Today’s challenge is how fast the right information can be put into the hands of those who need to know and know right now.

Today, cloud computing is creating new business opportunities in the world of CRM.  In fact, AMI Partners forecasts that in the U.S. alone, the SMB Cloud CRM market is set to triple by 2015.  Additionally, the global CRM applications market is expected to continue on this trajectory in 2011 with revenue approaching $18 billion on 7.6 percent year-over-year growth.

Through IBM SmartCloud, SugarCRM is making CRM on the cloud a reality for businesses of all sizes so clients can readily take advantage of these advanced capabilities in a matter of minutes and bring new efficiencies into their businesses.

True CRM brings together information from numerous data sources to give one, holistic view of customers. Also, methods for reaching customers are changing as social media channels are becoming more widely used by consumers. With the emergence of social business, consumers are empowered in more ways than ever before to access information that helps them make informed decisions on the products and services they choose to buy. As a result, organizations are rethinking the way they approach CRM and looking to the cloud to gain faster access to sales reports and data, as well as analytical tools to evaluate sales performance that would help deliver better consumer insight.

For any business looking to improve its customer relationship management, implementing a CRM system through the cloud is both efficient and cost effective. A CRM running in the cloud helps a company track data, such as orders, discounts, references, competitors and much more, without having to worry about any potential limitations of the underlying technology. The sky’s the limit!

Today’s small and medium-sized businesses are looking to the cloud to find answers about their customers. CRM running in the cloud makes it that much easier because at the end of the day, clients want innovative yet affordable technologies to make their business hum.

For people marketing some CRM tools, the job is easy. Well, easier, because most of the established CRM tools were purpose built around what we thought it meant to empower sales, marketing and support agents.

In a lot of ways, this made sense. We tried to hit as many business needs out of the box, and the rest was up to expensive consulting engagements and professional services projects to make a reality.

This is, pardon my French, a really crappy way of building software.

Here at SugarCRM, we have learned from the past mistakes of the application software industry in a lot of ways. Instead of playing “feature wars” with our competitors and thus overwhelming users with a ton of bells and whistles they may (or may not) really need – we are instead creating a highly intuitive platform for building applications they way YOU want to.

This is, really, a fundamental change. Out of the box software was very feature-driven in the past. Now, we want to give businesses tools to easily and quickly morph a blank canvas into a masterpiece of automation and information for their users.

I was reminded of this vision by a great example of how Sugar can be used for virtually anything. Barrett Powell uses Sugar to manage his Real Estate business – not his sales agents or contact center reps. Powell has flexed the Sugar platform to meet his unique processes, and integrated data and features from other systems, creating a very specialized deployment of Sugar that fits his needs perfectly.

For some users, straight SFA features will be perfect. For others, taking the tools we provide and quickly creating a new interaction platform is what makes sense. The best part is that regardless of the project – Sugar offers real value and benefits for the most simple, to the most sophisticated application deployment.