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If you follow SugarCRM, you may remember we like to tout that Sugar is designed for the individual user, not just the management team.  We take immense pride in offering a CRM that helps the users do their jobs better. What is even more heartening is when our customers and partners carry over that spirit and deliver a user-focused approach using our products.

Sugar MACS

Last fall, we announced the availability of Sugar MACS which allows companies to customize the look and feel of our mobile app with a simple UI – a CRM industry first!

With Sugar MACS, our customers can deliver a unique brand-building experience to their users. Customers can leverage the power of the Sugar Mobile app and at the same time customize it so it feels like an extension of their company.  Best of all, there is no coding required.

Symphony Mobile CRM App

One of our OEM partners, Symphony, showcased the simplicity and power of Sugar MACS recently.

Symphony provides software and consultative services for accounting professionals. Symphony’s CRM offering is a central aspect of their business.

Symphony used Sugar MACS to re-skin the Sugar mobile app to give a look and feel that their accounting professional user base can relate to. After all, it is more intuitive for a Symphony CRM user to search and find the Symphony CRM mobile app on a Google Play or iTunes store than for a Sugar mobile app.

symphony-crm-1      sympony-crm-2

 

Sugar MACS makes it that much more easy for Symphony to deliver on their user-centric CRM promise. Here is the promise in their own words – the whole point of CRM is to make it so completely useable and useful that your people embrace it enthusiastically.

Industry game-changer

Every company has its own unique ways of using technology. Extending that premise, every company has a unique way of engaging with their customers as well. Custom mobile CRM apps are beneficial for the productivity of the mobile workforce. So, shouldn’t companies have the flexibility to easily customize their mobile CRM user experience as well?

The mobile CRM use cases of a telco offering white labeled SFA functionality will be vastly different from that of a CRM services company serving accounting professionals in a specific market. The affinity and needs of a mobile CRM user working for a large global financial company will be different from those of a customer facing employee in the shipping industry.

With Sugar MACS and Sugar mobile app, any company of any size can easily create a custom look and feel through a simple UI. Sales and customer operations leaders don’t have to worry about a learning curve for their mobile CRM users. On the contrary, a branded look and feel will increase mobile CRM adoption.

One of the primary reasons, SugarCRM customers choose us over our competitors is because of our application design (customers LOVE our user experience and our focus on building for the individual end-user first and the manager second). Sugar MACS embodies that spirit.

Learn more about Sugar mobile app and Sugar MACS. Contact your SugarCRM representative or SugarCRM partner for more information.

Introduction

By 2020, customer experience will outweigh the importance of price and product. Are you investing enough in building relationship with a customer?

This is the first in a new blog series on the role of customer relationships and how Relationship Analytics can improve your key sales and business metrics.

Complex B2B Sales and Customer Relationship

There is a common notion that once you have developed a superior product or service with a strong value prop, you don’t need to invest a whole lot in the sales process. It’s the whole “good products sell themselves” fallacy. Top performing B2B sales leaders and reps don’t buy into this myth, they know very well that going into a deal and simply showcasing a badass demo or offering lower prices than the competition are not good enough to close. This is true especially for B2Bs with a complex sales model.

B2Bs win by building relationships. A relationship based sales approach is not easy, but it is what sets winning companies apart from competitors. In fact, a Gallup study shows that a typical B2B company has optimal relationship with just one in five of its customers. But those fully engaged customers deliver a 23% premium over average customers in share of wallet, profitability, revenue, and relationship growth.

Let us look at sales scenarios where relationship building has far better returns than other commonly used sales approaches and tactics; or even worse, the absence of sales systems and process.

Often, sales reps rely on cold calling. But stats from various studies clearly suggest that this may not be effective use of the sales leader’s budget or the sales rep’s time. Consider that only 1% of cold calls result in meetings. Or that a staggering 90% of B2B decision makers don’t respond to cold sales outreach. 84% of B2B leaders start their individual buying journeys with referrals. Nearly 3 out of 4 business execs say that they prefer to work with sales professionals who were referred by someone they know.

These stats all mean that sales teams must evolve how they engage with prospects. On the flip side, buyers expect consistent engagement during their journey.

Relationships play a crucial role even with your existing customers. A concerted effort to build relationships improves the lifetime value of your customers – better subscription renewal rates, more referrals, customer advocacy and higher conversions in upsell or cross-sell scenarios.

CRM and Relationship Analytics

Now that we have reiterated the value of customer relationships, you may be asking, “isn’t my CRM meant to help me with relationship building? Especially, when the CRM acronym stands for Customer Relationship Management!” (A fair point).

As a sales leader, you know the effectiveness of a CRM system depends on the quality, accuracy and integrity of your prospect and customer data. At the same time, you want your sales members to focus on sales activities and spend minimal time on CRM data entry or CRM administrative tasks. As a result, CRM data can become incomplete from time-to-time.

Enter a Relationship Analytics solution. Imagine having a software app that will dig out the relationships between your employees in the entire organization and your customers. It doesn’t stop there. The software then automatically enters that relationship data and insights into the CRM system. We will share more details in the next post of the “Building Solid Relationships with Customers” blog series.

CRM is a foundation tool for sales. A Relationship Analytics solution will extend and enhance your core CRM system.

Summary

In this post, we talked about why you need to invest in building customer relationships and a sneak preview of Relationship Analytics. In the next post, we will share more details of an out-of-the-box Relationship Analytics solution for Sugar.

 

 

SugarCRM is pleased to announce the general availability of Sugar 7.8. Sugar 7.8 delivers on our platform’s core value pillars – empower individuals and industry’s most adaptable CRM platform. New enhancements in this release include:

  • Team-Based Permissions
  • Improvements to Advanced Workflow
  • UI navigation and List View enhancements
  • Upgrades to key libraries

With the new Team-Based Permissions feature, users can give special access privileges to specific colleagues outside of their designated teams. For example, a sales representative can now provide extra visibility to subject matter experts outside of their immediate team on a per-case basis.

With Sugar 7.8, Enterprise and Ultimate customers can more easily customize and extend Advanced Workflow. Sugar Administrators can design more complex business processes and create custom actions or triggers with the same level of flexibility they experience with Sugar Modules in general. Additionally, users now have greater flexibility enforcing which records or fields can be modified and by whom during a workflow approval process.

Sugar 7.8 also includes upgrades to key libraries and services to more recent versions that will allow developers to leverage newer features in those underlying libraries.

For more information on SugarCRM’s award winning CRM platform and to sign-up for a free trial of Sugar 7.8, please visit www.SugarCRM.com

Existing customers can review the documentation located in the SugarCRM Support Portal for a comprehensive list of improvements and other important information on Sugar 7.8. Please visit the Supported Platforms page for a complete list of supported configurations.

Contact your SugarCRM representative or SugarCRM partner for more information.

 

Want to customize the SugarCRM Mobile app? Want to improve your mobile user on-boarding experience?  Looking to manage your SugarCRM Mobile app using Mobile Device Management (MDM)?

We are excited to announce Sugar Mobile Application Configurator Service (MACS). With Sugar MACS, Sugar customers can now create and distribute custom-branded versions of the SugarCRM Mobile app.

Additionally, SugarCRM mobile now also supports integration and deployment through industry standard MDM solutions.

Customize

Sugar MACS is very dynamic and is designed for easy customization. We are happy to say  there is no coding required..

You can add your company name and logo,  and select the color you want to be displayed in the background of the login, splash, and loading screens. With few simple clicks, you can generate a new executable that supports your desired look and feel.

Here is a visual example of what you can do with Sugar MACS:

The image on the right shows the customized version which as you can see is a lot different from the standard version on the left. 

Improve User Experience

Enterprise organizations can now provide a better on-boarding experience for their SugarCRM Mobile users.

Previously, users had to enter server URL, email address, password and possibly, other configurations as part of a one-time setup. These manual configurations are a barrier the adoption and success of your SugarCRM mobile app initiatives.

In the case of larger organizations, this may result in users calling IT support during first time login. If you document configuration info, it needs to be updated as you roll out new updates. Both of which you can avoid with Sugar MACS now

Instead, you can now preset the configurations and automatically set remotely using MDM. This simplifies the setup process for end users, and alleviates the help desk and documentation overhead.

In a recent webinar, SugarCRM did a quick poll asking end users how beneficial it will be to have configuration info like Sugar Instance URL preset on their SugarCRM Mobile app.  More than 70% of the respondents replied as useful or very useful.

Mitigate BYOD Risks

Although bring your own device (BYOD) programs have clear merits, they can also be fraught with security risks and device management issues.

Enterprise customers now have a better, more secure way to distribute and manage SugarCRM mobile app with MDM support. By using “app wrapping”, you now have the flexibility to manage who gets the SugarCRM Mobile app and when.

You can deploy your customized SugarCRM Mobile app in one of three ways

  • Using your preferred MDM solution
  • Publicly via the App Store or Google Play
  • Privately on your internal app store

 

Curious to know more about Sugar MACS?

Learn in under 90 seconds!

 

You can also check out this and other SugarCRM videos on SugarCRM’s YouTube Channel.

For more details on Sugar MACS, check out the documentation on SugarCRM Support Portal.