Archives For CRM

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.

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.

We’re excited to announce TOM. The Sale Closer. as the August 2013 SugarOutfitters App of the Month. TOM is a unique iPad app that uses advanced Constraint Management methods to help you to close your sales opportunities from SugarCRM in the most effective way. Join us for a live demo August 21st on the next Sugar Community Webinar.

Name, title and brief bio?

Simon is director of TOMfor BV and Partner & co-founder of BPI-Group BV.

BPI-Group BV is a management-consulting group specialized in strategy development and program management for complex (client related) business environments for Industry, ICT, Healthcare and Pharma. TOMfor BV is developer of the TOM APP combining the experience, processes and know-how of many years of sales and sales process engineering in software tools for all customer related processes. Simon is specialized in Sales and Business Management, process engineering based on TOC, LEAN and SixSigma.

When you designed and built this app, what problems were you looking to solve for SugarCRM users and how does TOM solve those problems?

We have seen that many Sales People have problems focusing on and eliminating the most important constraints in their sales campaigns. A lot of time is spent on issues, which are less important and at the end a major constraint is blocking their deal. A waste of precious sales effort and time, which cannot be spent on attractive business one can win.

This is why we created TOM. Our sales APPs combine professional Opportunity Management with TOC (Theory of Constraints from Dr Eli Goldratt, author of the Goal). They support Sales to identify and eliminate their sales Constraints. We implemented that in such a way that Sales and Business Managers get a view on their most frequent opportunity constraints. We help Sales focusing on winning their business and give management access to real time information to analyze the Constraints and eliminate the Root-Cause. This will add substantial value for both Sales and Business Management.

What unique or interesting ways does TOM make it easy for users to use?

We believe that CRM is necessary but not sufficient for a company to be successful in the future. CRM provides critical data for executives to manage their business. But Sales, one of the most important sources of this information doesn’t get much value from their CRM systems. Our objective is to add value to Sales make them benefit from and use CRM. We want to make it as easy as possible for sales to reach their goal, which means “Meet or exceed their sales target”. TOM will help sales with constraint based opportunity management navigating to the order and provides Executives with information they need to have to support sales in closing the most attractive business deals. This is why we believe TOM creates a breakthrough is Sales and Business management.

What attracted you to being a part of the SugarCRM ecosystem?

I’ve worked most of my corporate career for Hewlett-Packard in the period that HP endorsed open systems and focused on partners for creating value for customers. SugarCRM being an Open Source company does have the same philosophy and is easy to get access to. Beside that SugarCRM is one of the fastest growing companies with a large installed base.

For someone who wants to create their own SugarCRM apps, what resources would you recommend that helped you?

My recommendation would be to work with SugarCRM regional management and the SugarCRM partners and position the APP in line with the SugarCRM strategy to leverage on their marketing and messaging. In our case we did focus on adding value to the SugarCRM user by providing them with the necessary opportunity management and tracking tools.

What is your vision for TOM? What can we expect to see in the future?

We introduced the first version of TOM. We are planning to add extensions for Key Account Management and Product & Program Management in the near future.

Want to learn more?

Check out TOM. The Sale Closer. Available at a special discounted price for SugarCRM users at SugarOutfitters.

I had a great talk this week with the always enlightening Esteban Kolsky. I was briefing him about Sugar’s latest and greatest,101007_curve_sign and our evolving messaging, and he brought up a really nice point: SugarCRM acts as a “change agent” inside our customer companies.

So, what does this mean?

To explain, let’s assume that the majority of organizations out there have constant goals: acquiring customers, supporting customers, retaining customers, driving revenue, controlling costs, etc.  However, the path to those goals changes constantly. Macro-level trends, such as the economy, the explosion of social as a channel, the emergence of mobile as a preferred communication channel, etc. affect how your organization reaches its goals. On a more micro-level, executive management changes, enhancements to internal processes, reactions to customer demands, etc. also force change inside your organization.

The question becomes, then, how do we remain focused on our goals and work towards meeting them – without being either bewildered or bogged down amidst such rapid change at all levels? Many organizations rely on internal “change agents” to help see the proverbial curve in the upcoming road. These individuals are visionaries and usually go above and beyond in helping companies adapt to changes.

But – can a change agent be a thing, and not a person?

Esteban and I outlined how SugarCRM has been a change agent for a lot of our customers. Their goals, as stated above, were constant and solid. But the method for attaining them became more and more difficult. However, rather than get “stuck” trying to achieve their sales, marketing and support goals, many were able to adapt because their CRM technology was forward thinking, “future proof,” or in other words ultimately flexible.

Now, other products might offer “modern” CRM tools (think: social, mobile, cloud) – but very few offer the strategic advantage of being so deeply flexible and channel-agnostic that companies can adapt to the changing tide BEFORE the vendor releases packaged features to address these issues. Our customers, in a lot of areas, are adapting faster than our roadmap – because that’s the luxury deploying Sugar affords them.

And when you combine that flexibility with the kind of strong TCO Sugar provides – the combination makes Sugar an even more attractive change agent. Sure, many products can be customized or altered to fit changing needs, but at what cost? And on whose terms? Adapting to change is one thing, doing so in a strategic and cost-effective manner is another.

So, when thinking about deploying or upgrading your CRM, think about the state of change. And think about how you can adapt to changes with the tools you have, or are thinking to deploy. Again, goals stay the same, the path constantly changes. Is your CRM going to be a change agent seeing the curves far ahead in the road, or a road block on the path to CRM success?

Earlier this month, I was joined by Aberdeen Group’s Peter Ostrow for a discussion around “Amplifying the R in CRM.” Peter discussed how best-in-class sales & marketing organizations leveraged CRM and related technologies to create stickier customer relationships.

We discussed some best practices, outlined some of the ancillary tools and integrations that augment a core CRM deployment, and went over SugarCRM’s vision for helping organizations better market to, sell to and support customers and prospects.

Specifically, Peter and I outlined:

  • What Best-in-Class companies do differently
  • Pitfalls they avoid
  • Why they achieve greater success
  • Technologies and services they leverage to succeed

The webcast was one of the most highly attended we’ve ever done. If you missed it, or would like to hear the discussion again – Click Here.

A Case for cRm.

Martin Schneider —  June 6, 2013 — 3 Comments

The technology that supports the interactions between a customer and a business have gone through all sorts of changes over r-blogthe past several decades. Advancements in technology, buyer behavior, high-level phenomenon like social media, etc. have all left their mark on CRM technology.

One could argue that in different phases of its evolution, each of the three initials of C-R-M have been the focus. For example, when application software was a nascent market, the simple fact of managing the data around a sales person’s activities (the”M” in CRM) was the focus. Prior to early CRM systems, pen and paper, and early unwieldy databases were the status quo. In short, there was very little focus on the customer and the relationship – just managing and trying to standardize processes and capturing actions. And to keep the “management” conceit going, most early CRM systems benefitted managers more than actual users. Users were forced to enter data, which benefitted management reports around company performance, rather than actually helping users do their jobs better.

As the web, service oriented architectures, the cloud and social media became commonplace, CRM started to become more about customer data. The addition of “the customer” (or the “C” in CRM) sounds ironic, but it was a novel change. Most CRM systems, as noted above, focused on the sales or support agent’s activities and workflow process management, management-level reports, etc. – NOT on optimizing the insights around customer histories to create meaningful experiences at every touch point. Adding the C is a great evolutionary step.

So that brings us to the “R” in CRM. As an industry we have mastered the management of data, and have gotten much better at including rich customer insights into processes and interactions. Evolving further, I think we are starting to actually focus better on the relationships customer have with businesses. That means more of a focus on the point of engagement, not on post-call data entry, or on batch-level rollup reports that tell us nothing in true detail.

Focusing on the relationship benefits both the customer and the actual front line users of a CRM system. The customer benefits because we have the previous addition of their data in the equation, and a focus on solving their problems and generally better meeting their needs right at the point of any engagement, across any channel. That’s good stuff. And by empowering users with the tools they need to better provide that level of service not later, not through 17 screens – but in a single, intuitive user panel that is accessible on any device – sales, marketing and support professionals can do their jobs better and with less stress and manual efforts. Also good stuff.

So, I argue that we are in the era of cRm: focusing on the Relationship aspect of customer interactions. Wether it is a one-time interaction, or a lifelong bond between a buyer and a brand – SugarCRM is looking to help organizations of all sizes optimize those relationships, wherever and whenever.

To learn more about how you can enhance relationships with CRM and related tools, join us for a webinar with Aberdeen Research’s Peter Ostrow titled Amplify the “R” in your CRM on Thursday, June 13th.