Get the Most from Your CRMIntegrated apps add value to your bottom line

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CRM TodayIN NEARLY EVERY SALES ORGANISATION

Use of customer relationship management (CRM) platforms continues to

rapidly grow to meet the needs of businesses of all sizes, in all sectors.

Among businesses with more than 11 employees, 91% now use a CRM tool,

as do about 50% of businesses with 10 or fewer employees. Gartner predicts

continued CRM growth of almost 15% per year through 2017.

Forrester Research, in its CRM Playbook for 2016, terms CRM “a

foundational building block” in organisations’ customer experience strategy.

CRMs allow companies to do business more rapidly, with greater agility.

CRMs enable companies to achieve higher lead conversion, deeper

customer relationships, greater operational efficiency, improved customer

satisfaction, and increased revenues. Yet despite CRM’s transformative

capabilities, Forrester contends that “few companies tap into the power

of these solutions.”

Key CRM Trends

Source: Superoffice.com,July 29, 2016

Multi-deviceThe majority of CRM users (81%) now access

CRM software from multiple devices.

MobileAlmost 50% of users access their CRM from a

smartphone, which boosts adoption and use

of CRM, increasing sales reps’ productivity.

SaaS Gartner forecasts SaaS CRM will grow at

more than 22% per year through 2017 and

by 2025 will reach 80-85% of all CRM.

Device Used to Access CRM Platforms

LAPTOP DESKTOP SMARTPHONE TABLET

84% 76% 48% 45%

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Sales Today LEAN, OVERWORKED, MOBILE

In an increasingly competitive environment, sales leaders are focused on customers, speed, and leveraging technology to fuel their success.

Salesforce Research

identified four key trends

that are the new normal

for sales teams and that

separate thriving sales

leaders from the pack.

Sales Trends

Objectives ChallengesKey challenges in sales and sales operations, based on DocuSign’s interactions with sales leaders:

Source: 2015 State of Sales, Salesforce Research

Accelerate time to revenue

Improve the customer experience

Do business anytime, anywhere

Using analytics

High-performing sales teams are far more likely to use analytics.

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Using mobile apps

Top sales teams are more likely to use mobile apps to access information and close deals from anywhere.

Winning as a team

High performers work together as an organization and connect with customers in more and better ways.

Leveraging technology

High-performing sales team use technology to accelerate sales processes.

Top 3 sales objectives among 2,300 global sales leaders:

Source: 2015 State of Sales, Salesforce Research

Acquire new customers

Grow the value of existing customers

Create deeper customer relationships

80%

55%

46%

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CRM & Sales Tomorrow EXTENDING CRM WITH APPS

In companies large and small, CRMs are used across the organization in

sales, marketing, customer service, and other areas that touch end users.

CRMs help companies achieve their sales objectives, overcome their most

significant challenges, and capitalise on key trends.

Since there are millions of CRM users with many different use cases and

applications, companies often customise CRM platforms to meet their

specific needs. In addition, businesses are taking advantage of thousands of

business and social applications by integrating them into their current CRM.

All of the major CRMs, including Salesforce, Microsoft Dynamics CRM,

NetSuite, and SugarCRM have app stores, with thousands of apps that

integrate with, extend, and enhance the products. These apps

enable users to integrate added functionality with their ultimate aim

of creating an all-in-one solution specifically tailored to each

organisation’s work processes and business needs.

CRMs will evolve from sales-oriented tools to truly integrated marketing and sales platforms.

- Kathleen Booth,CEO, Quintain Marketing,

in CIO.com

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APP CATEGORIES AND CAPABILITIESFor every possible business function and task, there is an app that addresses it and integrates with your CRM. Shown below are some of Salesforce’s featured apps; many also integrate with other CRMs.

Customer Service

CLICKTOOLSSurvey tool for customer feedback

DIALSOURCEManages service cycle conversations

EMAIL TO CASE PREMIUMSupports agents in managing cases

Marketing

SALESGENIUSAutomation, demand gen, email marketing

ACT-ON MARKETINGOnline marketing

BIZIBLE MARKETING ANALYTICSData-driven marketing decisions

IT & Admin

INFORMATICA CLOUD INTEGRATIONOn-demand data integration

JITTERBITData migration

APSONACross-object, multi-termsearching, reporting

Finance

ACCOUNTING SEED FINANCIAL SUITECombines ERP and Accounting

Human Resources

JOBSCIENCEStreamlines staffing performance analytics

Collaboration

TASKRAY PROJECT MANAGEMENTTrack, manage, communicate efficiently

Analytics

FUNNELSOURCEForecasting and pipeline analytics

Sales

DOCUSIGNDigital transaction management (DTM)

CIRRUS INSIGHTIntegrates with Gmail and Outlook

CONGA COMPOSERCreate and deliver custom documents

Enterprise Resource Planning

ASCENTERPERP in Salesforce

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Going Digital to Close the Deal FasterOrganisations have invested significantly in CRM systems to manage critical customer-

facing processes. Yet at the moment of truth—when a contract needs to be executed—

many continue to rely on manual processes and printed documents. This slows the sales

cycle, hurts close rates, adds costs, and limits visibility.

Digital transaction management (DTM) enhances the value of CRM by eliminating manual,

paper-based processes. DTM accelerates time to revenue, lowers costs, increases security

and compliance, and delivers a better customer and sales rep experience.

Led by DocuSign, the global standard in digital transaction management and the most

popular electronic signature app on the Salesforce AppExchange, DTM enables preparation,

execution, and management of transactions in an all-digital environment. DocuSign’s

solution is a proven alternative to:

By digitising the most important step of the customer relationship—closing the deal—

companies can give customers what they want, when they want it. DocuSign is changing

how business gets done by empowering anyone to transact anytime, anywhere, on

any device. Companies that use DocuSign have dramatically decreased their sales cycles,

closing more contracts and increasing revenue.

Going digital can meaningfully

affect every part of the

organisation. DocuSignexperienced it first-hand

going completely digital in

its own operations.

Printing Faxing Scanning Overnight

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Enterprise-WideImpact of DocuSign

Marketing

IT/OperationsFinanceHuman ResourcesSales Legal

Facilities ProcurementProduct ManagementSupport

5.9xFaster turnaround of customer

100% 83% 5.5x

$63.31 $41.49 75% 70%

Reduction in errorsfor leasing

More efficient processing account

4 daysRemoved from release authorisation

Faster turnaround of MSAs, SOWs

Incremental revenueper sales contract

Saved for every candidate offer letter sent

Cost reduction per compensation adjustment

Reduction in time to complete asset audit for entire organisation

More efficient executing NDAs & contracts

13 to 2.5 days

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Results from DocuSign’s Solution

DocuSign is used across industries by more than 225,000 customers and 85 million users.

DocuSign is the #1 eSignature app on AppExchange and is #1 with all

analysts including Gartner, Forrester, Aragon, and Ombud. It’s the reason

why an average of 950,000 transactions are DocuSigned every day.

DocuSign’s technology solution improves the speed of closing deals, increases

the close rate and revenues, streamlines workflow processes, reduces

paper, decreases costs, reduces errors and improves compliance, produces

tremendous value, and delivers an extraordinary ROI. Users just DocuSign

and go to keep business moving forward.

Immediate ValueDelivering extraordinary ROI by making it easy, fast, and secure to collect and process contracts — all without ever leaving your CRM.

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Close More Deals Faster

With improved contract turnaround time

Increase AccuracyWith two way data flow

Cut Operating CostsExample: $19.53 savings per document

Be MobileClose deals anywhere, anytime

Maximize CRM Investment

Example: 300% increase in CRM usage organization-wide

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Just a few of the many examples of outstanding results achieved from DocuSign are:

Increased close rate by

30%

Eliminated paper from contract cycle by

85%

80% reductionin customer contract completion time, from 2 weeks to 2 days

100% increasein the number of centrally recorded contracts

Savings of $43.25per document

300% increasein Salesforce usage

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Value of Integration with Many Other Apps

One of the most powerful capabilities of the

integrated app model is the ability to incorporate

multiple complementary apps that work well

together into an organisation’s CRM.

For instance, as part of its own operations, Salesforce integrated

several apps that work seamlessly with DocuSign’s solution. It’s

a model that provides a good template for other businesses.

Using Jitterbit, a cloud-based integration app to pull everything

together, Salesforce merged the functions of DocuSign with a

Configure, Price, Quote (CPQ app (Apttus and a compensation

management tool from Xactly. The result is the ability to

manage deals from start to finish without leaving the

Salesforce platform.

DocuSign’s platform handles preparation, execution, and management of virtually any type of transaction in an all-digital environmental.

Before launching DocuSign, Salesforce averaged 2 days to close a deal.

With DocuSign:

15MINUTES

1HOUR

1DAY

90% of dealsare closed in 1 day

71% are closedin less than 1 hour

Almost 60% inless than 15 minutes

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DocuSign also integrates with other leading CRM solutions including Microsoft Dynamics CRM, NetSuite, Oracle Sales Cloud, and SugarCRM.

The DocuSign for NetSuite connector is the easiest way for NetSuite users to close more deals by collecting, tracking, and storing signatures from customers

within minutes.

DocuSign for Salesforce is the most popular eSignature app on AppExchange and ranked #1 by

analysts like Forrester, Gartner and Ombud!

DocuSign helps Microsoft Dynamics CRM customers send contracts for signature directly

from the application.

Close deals faster with a digitized process that streamlines sales

document signatures.

DocuSign for Sugar 7 takes advantage of the new Sugar 7 platform to help sales users close business completely in the cloud. Users can configure and send

envelopes from DocuSign; customers can sign documents from any browser

or device in minutes.

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Integrated Solutions that Enhance CRMs Even More

With Apposite’s integration for Dynamics CRM, users create DocuSign documents from within CRM just like any other CRM activity.

Carriersoft.com is the leading provider of customer management software for the auto transport industry.

DocuSign has identified and formed relationships with numerous solution providers whose apps and solutions enhance the value of CRMs.

ConvergeHub integrates DocuSign’s eSignature and transaction management capabilities into its customer engagement solution for small business.

FieldStorm mobilizes retail and FMCG sales teams and empowers management with real-time performance reporting.

LeadTrac™ is a web-based lead, client, and data management solution ideal for businesses that need a secure, feature-rich online system for importing, uploading, and managing leads, campaigns, agents, appointments, agreements, electronic files, appointments, and more.

NDA’s industry-leading quote configuration and creation, costing, geocoding, and sales automation solutions for telecom carriers, resellers, and agents increase quoting efficiency and customer satisfaction.

PS is a powerful merchant acquiring tool. It is an industry-specific CRM built on the Force.com platform.

Professional Advantage provides software solutions built in Microsoft Dynamics. The staffing Back Office solution provides a powerful pay/bill and financial system that is compatible with leading front office solutions.

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Integrated Solutions that Enhance CRMs Even More

SteelBrick provides easy-to-use Configure Price Quote (CPQ) apps for high-growth businesses that increase sales rep productivity.

Thunderhead.com helps maintain consistent conversations across all channels and touch points: digital (web, mobile, and social), print, and call center.

DocuSign has identified and formed relationships with numerous solution providers whose apps and solutions enhance the value of CRMs.

TinderBox is the leading sales automation solution that helps businesses own their sales process from presentation to close with data-driven online documents.

Vtiger CRM helps small and medium-sized businesses deliver a streamlined and meaningful customer experience across the entire customer life cycle by creating a single 360-degree historical view of each customer.

DocuSign and Xactly work together to build incentive programs for small and large businesses.

xSign™ is a plug-in for Microsoft Dynamics CRM that harnesses Microsoft Dynamics CRM, DocuSign, and Microsoft SharePoint into a powerful solution that helps companies close deals more quickly by automating key steps of the document-generation and document-signing processes.

Zuora works with DocuSign to increase the efficiency of a business’s subscription services.

DocuSign® is changing how business gets done by empowering more than 300 000 companies and more than 200 million users in 188 countries to send, sign

and manage documents anytime, anywhere, on any device with trust and confidence. DocuSign replaces printing, faxing, scanning and overnighting paper

documents to transact business. DocuSign enables organisations of every size, industry and

geography to make every decision, approval, workflow and signature fully digital.

DocuSign and Go to keep life and business moving forward.

For more information go to docusign.com.au