Archives For SugarCRM

Research image courtesy of Gartner, Inc.

Source: Gartner (June 2013) Research image courtesy of Gartner, Inc.

Found in a recent Gartner survey, 77% of American consumers go online looking for incentives relating to a purchase, and nearly one in two of them go online searching for effective problem solving. Meanwhile, as many as four times the number of people see a negative tweet as see a positive one. Wouldn’t it be better to see these people quickly and help them solve their problems, creating a positive brand awareness on social media rather than leave a negative perception of the brand?

By gaining visibility to customers’ social profiles, companies can discover who acts as brand advocates and influencers: who on Twitter posts positive messages (or negative ones) about customer service, who shares a particular buying experience by photographing a shirt or tie they recently bought on Instagram, or even who is connected to whom on LinkedIn to develop better in-roads into winning that all-important contract. The choices are endless.

Both B2B and B2C companies are relying on CRM to organise these insights about what customers are doing and buying, and to help establish predictive ability to know what and where to target next.

CRM gives this complete customer view by providing a single context of what the customer is doing — such as total wallet spend, or spending patterns — with a single entry point to not only analyse it, but to react to the information. Business rules and marketing drip campaigns can be driven off this data, but companies also gain the ability to see which individuals are brand ambassadors and who would be key to any successful loyalty programme integration.

Loyalty is a key theme at the moment, with many businesses seeking to not only maximize what they know about their customers, but to then enhance it with predictive behaviours and analysis that reward loyal customers and evangelists for the brand, and drive customers with similar behaviours to become stellar and vocal brand advocates.

At SugarCon 2014, I’ll be presenting on “Effective Social Media in your CRM” – we’ll be continuing this discussion on the use of social CRM to power effective loyalty programmes, as well as its application in targeted marketing campaigns and real-time customer support. Demonstrations of these systems in action will be showcased, along with customer stories of successful social CRM programmes for both B2B and B2C companies. I encourage you to attend this session to jumpstart your own consideration and integration of social CRM into your business!

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

FutureOS_Collaborator_badge_128Supported by 35 collaborating organizations (including SugarCRM), Black Duck Software and North Bridge, in partnership with Forrester Research Analyst Jeffrey Hammond, are teaming up to announce the 2014 Future of Open Source Survey! This is your chance to help shape the future of open source and be a part of an industry wide discussion sharing your views with today’s industry leaders.

Over the past eight years, this annual survey has sparked important discussions around open source adoption. Show your support for the open source community and share your perspective by taking the Future of Open Source Survey.

Take the survey here to voice your opinion and contribute to the conversation around:

  • Why companies engage directly with and contribute to open source communities
  • The importance and potential impact of upcoming new developments in open source
  • What business problems can be solved by open source now and in the future

Then, register for the live webinar, revealing the survey results on April 3, 2014. The results will also be shared on Twitter from the @FutureofOSS account, using the hashtag #FutureOSS.

Don’t miss the live panel discussion on the industry’s hottest trends and the future of open source survey results featuring:

  • Lou Shipley, CEO and President at Black Duck
  • Michael Skok, General Partner at North Bridge
  • Jeffrey Hammond, VP, Principal Analyst Serving Application Development & Delivery Professionals at Forrester Research
  • More to be added!

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

Forbes contributing writer Dan Woods recently caught up with SugarCRM’s CEO Larry Augustin for lunch in San Francisco for a discussion about the state of the customer journey.

florbes

Larry shared SugarCRM’s grander vision for Customer Relationship Management (CRM). “Instead of sales force automation,
CRM should live up to its name and start helping every single person who interacts with customers do a better job of serving them.”

As technology trends like social media and mobile both break down internal silos and help individuals better connect and interact with companies – the bounds of CRM must grow. For organizations to truly foster deeper, more effective and personalized relationships with their customers – they need to expand CRM beyond traditional sales and support professionals.

As Larry goes on to state in the article:

“It is ridiculous to limit CRM to sales. In my view, every clerk walking the floor of a store, every customer service rep, every repair technician, receptionists – essentially everyone that interacts with a customer should have a view of the customer provided by CRM.”

Well said, Larry.

To read the article in full, please click here.

SugarCRM is all over the news these days. We have seen lots of great coverage of our strong momentum and our recent financing news. The great news has resulted in SugarCRM CEO Larry Augustin appearing on Fox Business News, telling the story of how SugarCRM creates customer experts and is changing the CRM industry for the better.

Larry is beginning to be a cable news fixture, it seems. Following on the Fox appearance, Larry appeared today on Money Moves on Bloomberg TV. Larry talked about our recent funding from Goldman Sachs and how our customers across multiple industries are leveraging Sugar to improve their customer relationships. He also explained how SugarCRM is more nimble and agile in reacting to the changing needs of our customers versus all of the other rigid and non-innovative providers of CRM software in the market.

In case you missed it, here’s the clip.

We just hope Larry continues to focus on continuing to expand SugarCRM’s global business and not on a new television career.

Wow…that’s about all I can say. As I gather my bearings after what can only be called a whirlwind week on the east coast, I am reflecting on all the great moments with SugarCRM customers, industry influencers and media.

In all, we met with dozens of reporters, analysts and customers – and all of them were excited about our vision for where we see the CRM market going in the next year and beyond. We announced great news about our $40m funding from Goldman Sachs, which followed continued strong momentum.

Early in the week, both SugarCRM Clint Oram and CEO Larry Augustin presented on our vision for the call center and CRM in general, respectively, at the CRM Evolution conference in NYC. I also sat on a panel discussing “best practices for global CRM deployments” at the event. The incredible global adoption of Sugar and the global deployments performed by SugarCRM and our partners gave me great fodder for the event.

After the event, we yo-yoed up and down New England for some great meetings. And of course, in true Sugar fashion, we always like to make our presence known:

As news of our funding broke, major media outlets covered the story, including Fox Business News:

All told, between the CRM Evolution event, all of the great news coverage, and simply having our message validated by nearly all of the leading CRM influencers during our analyst tour, it has been an amazing week to be part of what we are trying to do here at SugarCRM. We are changing the CRM landscape, for the better in my opinion. And even with all this great momentum and validation, we are only just getting started.