Archives For Social CRM

SugarCRM is the first CRM provider to be named “Ready for IBM Smarter Commerce,” which means the Sugar platform r4_smarter_commerce.jpgsupports and inter-operates seamlessly with core IBM Smarter Commerce components, including IBM Campaign and Interact, IBM Websphere Commerce, and IBM Sterling Commerce. As the current state of business, fueled by advancements in social, mobile and cloud technologies changes the way companies market and sell, IBM’s Smarter Commerce portfolio combined with Sugar can help enterprises of all sizes better meet these current and future challenges.

IBM Smarter Commerce turns customer insight into action, enabling new business processes that help companies buy, market, sell and service their products and services to today’s modern customer. With deep integrations into key Smart Commerce offerings, SugarCRM puts the “i” in Smarter Commerce.

What does it mean to put the “i” in Smarter Commerce? It means that SugarCRM extends IBM Smarter Commerce to customer-facing individuals such as sales and service representatives. For example, with IBM and SugarCRM, campaign management programs can be driven down to specific, actionable, in-context leads placed in the daily activity stream of individual sellers. Or, individual customer care agents can view the entire history of a given customer’s interactions, and can see targeted real-time recommendations right from within their call center application.

The result: faster campaign-to-cash, more efficient marketing and sales processes, and higher customer satisfaction and value.

For more information on how SugarCRM complements IBM Smarter Commerce and other IBM products and services, see sugarcrm.com/ibm

CRM_Roundup_Banner_V4
Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup is dedicated to all things data related! We’ll be hunting the ‘net for the latest and greatest, and bringing them to you here, in one convenient weekly post.

Does Your Company Need a Chief Data Officer?
In the era of big data, the one-title-fits-all technology roles are slowly diminishing. The need for a Chief Data Officer (CDO) is a quickly emerging topic being discussed particularly within the enterprise. A CDO would not own the data in and of itself, although they would be responsible for governing enterprise data and leveraging customer data as an asset. Does your company need a CDO? The answer may be, yes.
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Turn Big Data into Smart Data: You’ll Have Happier Customers
Big data has no value. At least according to predictive analytics expert Ingo Mierswa, “To extract value from it, you have to employ advanced analytics. You can only unlock the true power of big data when you learn how to transform it into smart data, data that helps you understand why the world works as we know it.”
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Completeness Is the New Black
How complete is your data, and are you collecting enough? Perhaps, the correct question to ask is: Are you collecting the right data? Denis Pombriant, managing principal of the Beagle Research Group explains, “We should all be aware that the bar is being raised for this next level of data collection, and we must understand the importance of completeness and relevance. It’s a competitive world, and getting to completeness before your competition might be the new black.”
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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!

We’re bringing the top Sugar highlights from the Twitterverse right here to the Sugar blog every Friday. Hear what Sugar fans tweeted this week! For more, join the conversation and follow us @sugarcrm

Bruce Zimmerman tweeted, “Just demo’d @sugarcrm Super sweet product! Lovin the Sugar High :-) #crm”

Donna Sokolsky Burke tweeted, “Congrats @acquia @sugarcrm: 2013 OnDemand 100 Top Private Companies http://shar.es/lrpRG  via @alwayson”

Nigel Gasper tweeted, “@sugarcrm’s #Sugar 7 skips the lipstick, gets a full body makeover and looks more beautiful than ever http://t.co/c7Rp5jO2qt

Atcore Systems tweeted, “Save the date: @sugarcrm will be taking #SugarCon 2014 back to the West Coast! #LoveSanFran ow.ly/i/1XOmw”

Carla tweeted, “#SugarCRM #gartner360 great presentation @sugarcrm. Loved the user focus.”

Lisette tweeted, “Great customer names here MT @sugarcrm: See why major industry brands select SugarCRM for Sales Force Automation: http://bit.ly/151L5dL

Have a Sweet Friday!

Best,

Anshu Agarwal

VP of Marketing

We’re flying at 40,000 feet above the central California corridor on our way from Silicon Valley down to San Diego for what we expect to be an awesome Gartner Customer 360 Summit that kicks off tomorrow, May 1.

Understand. Engage. Deliver: Earning Customers for Life – that’s the theme of this year’s summit.  We’re really excited to be participating this year as a platinum sponsor. Gartner360CRMIt will be two-and-a-half intensive days chock-full of analyst presentations, workshops and peer interaction, giving business and IT leaders a complete view of the customer across the organization and across every touchpoint in every medium. Understanding what customers want, need and expect — and having the right people, processes, cultures and technologies in place to respond in real time — will be critical to every organization’s success, according to Gartner.

We agree completely. Our mantra is Every Customer. Every User. Every Time.

That’s the message we’re spreading, as a sponsor of this year’s Customer 360 Summit.  SugarCRM focuses its SFA messaging on empowering every sales user to be more effective every time they engage 1-to-1 with every customer. Sugar focuses on the point of interaction between a customer and sales professional. We enable sales professionals to have the knowledge and tools necessary to understand their accounts and prospects as individuals, identify what really matters and when it matters, and drive value and a superior experience every time they engage with their accounts.

We’ve planned multiple meetings with Gartner analysts, customers, partners and prospects over the next few days. Today, we hit the ground running attending the afternoon pre-event CRM Boot Camp.

Stay tuned as we’ll be sharing insights, perspectives and things we learned at this year’s exciting Gartner Customer 360 Summit.

Best,

Jay Mejia

Director of Communications

Sweet Tweets of the Week

anshua —  April 26, 2013 — Leave a comment

Get the latest buzz on all things Sugar! Join us here on the Sugar blog every Friday as we recap weekly highlights from the Twittersphere. Here are just a handful of tweets that caught our eye this week. Follow us on Twitter @sugarcrm and join the conversation!

Jason Levine tweeted, “Breakfast with @SugarCRM & Oosis – preview of #social integration in SugarCRM 7 is impressive. #SocialBiz”

https://twitter.com/jasonjLevine/status/327306613176295424

BrainSell tweeted, “Demoing @sugarcrm and @contivio #telephony integration, love the reactions from propects. Lots of ooos and ahhs”

https://twitter.com/BrainSell/status/326746486304043009

John Mertic tweeted, “Nice recap of #SugarCon by the gang over at @SugarOutfitters https://www.sugaroutfitters.com/blog/sugarcon-2013-our-highlights …. Thanks to @eggsurplus and @chadhutchins!”

https://twitter.com/jmertic/status/327238055931047938

Jacqi Levy tweeted, “Nice video from #ibmpartners @SugarCRM on how to go to market effectively with IBM http://bit.ly/11hHlhW

https://twitter.com/jacqilevy/status/326739704437428224

Mike Gee tweeted, “Thanks to @sugarcrm #Sugar 7 dashboard is now even more involved with what’s going on in your world pic.twitter.com/0xSM80tjly”

https://twitter.com/EnableITmike/status/326423414850080769

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.

Are you thinking about how to leverage “social” in your business?  Are you wondering how to use social collaboration tools to communicate better with your customers and your employees?  Are you preparing to become a social business?  Most SugarCRM customers I talk with are still at the front end of this journey.  Many are still trying to figure out why social CRM is relevant to their business.

Here are some thoughts to consider. The social business is the next step in how we, as a globally interconnected society, do business together.  A vibrant, energized social business is one that interacts with its customers everyday across every possible channel of communication.  From store fronts to telephones to Twitter, your customers want to know what you can do for them and they will engage in that dialogue in ways we couldn’t even envision in the past.

But why should your customers and prospects look to you instead of your competitor who is just one Google search away?  It’s simple.  Your best customers, your most loyal customers, will demand to have a relationship with you.  They want you to know who they are.  They want you to understand how your products and solutions can help them.  And once they identify with your solutions to their business problems, your vision for making them successful, you will gain their loyalty.

But how do you build that loyalty?  By building a relationship with your customers based on communication and trust.  The first step in creating a social business is to engage in a completely interconnected, actively engaged, “always on” dialogue around your business.  But once you connect, how do you build loyalty?  By building trust.  You must become an open business by embracing  transparency in how you interact with your customers, how you build your products, how you create an ecosystem around your business.

Customers want to know why you make the pricing decisions you make, how you are going to educate them on new products, what process you are using for creating and delivering your products and services.  Today’s “always on” customer has a world of data at their fingertips, but what they truly want is to buy from somebody truly knows their needs and gives them maximum value for the investment.

Here is a simple formula for creating a loyal customer base in this new age of the social business.  (Hint: it’s nothing you didn’t already know.)

Openness drives accountability.  Accountability builds trust. Trust is the foundation of a relationship.

An open, accountable and trusting customer/vendor relationship creates loyalty.

Because you are now communicating with your customers on a global stage with every word recorded, blogged, posted and retweeted around the world, you must approach your customers with openness and transparency.  By embracing openness and transparency in this “always on” dialogue between your customers and your employees, you will create a successful social business.    Because never doubt with Twitter one mouse-click away, your prospects, your customers and even your employees will drive force that openness whether you are prepared or not.

–Clint