The folks at Software Advice are performing an in-depth survey to better understand how individual users of CRM surveysystems interact with the software: what works, what could be improved, etc.

Since we here at SugarCRM are always looking to learn more about the industry, but especially looking to learn more about what individual users are looking to get out of the system, we wanted to help spread thew word.

Want to have your voice heard? Want to help shape the future of CRM? Take the survey HERE.

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 participating in the BoxWorks conference this week in San Francisco, the Imageannual event for collaboration and cloud file storage provider Box. During CEO Aaron Levie’s keynote – he cited some impressive growth numbers for the company. Box now has 180,000 companies using its offerings, with about 20 million individuals in that mix.

20 million. Think about that.

A lot of very successful business software providers, and I mean BIG companies with billions in revenue, only serve about 3-5 million users, tops.

Why is that?

The answer, in my opinion, is that tradition business software providers – the old guard of CRM, ERP, etc. – have typically been either too inflexible, too expensive, or a combination of both, which restricts the amount of employees in a company that can actually use the software.

Think about it. If you really map out a customer-facing process in a CRM usage scenario, for example, there are all kinds of potential touch points internally that get locked out of a typical CRM deployment. Product experts, fulfillment personnel, receptionists…anyone who might either interact with a customer, or have information that can help enhance the customer experience. But instead, CRM deployments are usually limited to quota carrying sales reps, managers, and support agents – in short, a limited set.

I believe Box is painting a picture of how businesses should be looking at technology and how they empower their employees to do their jobs better, and in turn serve customer better. And Box is showing how technology providers should be looking at their business models in fresh new angles. For users, Box’s technology both promotes collaboration and is super simple to use. On the business side, Box used freemium and openness to quickly get entrenched inside the largest and smallest companies – it did not rely only on expensive and inefficient enterprise sales models. Box’s technology quickly and easily proved its value to the USER, and management’s buy-in naturally followed.

We are in a new era of user empowerment in business software in my opinion. Powered by the convergence of consumer technology experiences, evolved distribution and business models, and an overall approach (hopefully) that favors getting the software into the hands of users versus simply “selling the expensive seat license” to decision-makers. The future is bright, and Box is proving that the right technology, with the right approach to distribution, can lead to great things…

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.

Using social collaboration tools? Want your opinions heard? Then take a few minutes to take a new survey by Aberdeen 500px-Collaboration-handsGroup  focused on social collaboration.

The enterprise social collaboration concept has been around for a few years, evolving from IM and other chat tools into activity streams, document sharing, web meeting, and other combined technologies to better enable cooperation in all kinds of workplaces.

We’d like to hear how Sugar users are connecting distributed workers, and those in the same campus, via enterprise collaboration tools. The more we learn, the more we can shape our product and integration strategy to best fit the true needs of the Sugar user.

Take the survey HERE.

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.

cal“Am I what!?”, you’re probably saying.  “But it’s only August.  2014 is five months away!”

Yep, and it’s time to start planning for next year.  We are in a global recovery and you need to be thinking about growth and taking full advantage of the economic recovery.  Here at SugarCRM Inc., our company has tripled in size since 2010.  We have three times the number of people and three times the amount of business.  We are barreling forward on this growth curve going into 2014.  Is your company growing too?  Are you figuring out now how to hit those growth goals?

At SugarCRM, we serve “Growth Companies” like yours everyday.  We talk to hundreds of companies every day who are enjoying great growth themselves.  As a result, their sales quotas are going up and management demands for visibility into the sales pipeline are also going up.  While the past few years were all about tightening the corporate belt, 2014 is going to be all about managing growth to full effectiveness.

The first question you have to ask yourself is, “Are you ready?”  Do your sales people have the tools they need to be more effective than the competition?  Have you built a sales strategy for maximizing growth?  Can your sales people qualify leads, manage sales cycles and close deals quickly and effectively?  Have you aligned your teams, processes and tools with that sales strategy?  Do you know what you need to hit your goals?

If not, talk to a SugarCRM solution expert today about how you can get ready for growth in 2014.