"open crm" - tom schuster
DESCRIPTION
Make your customers happier by using the Cloud and Social Media.TRANSCRIPT
Open CRM
Tom Schuster, VP Europe19th May 2011
Make your customers happier by using the Cloud and Social Media
5/24/2011 2
Change:Social CRM
©2010 SugarCRM Inc. All rights
2005 CRM Specs - Social?
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
4
Change:Cloud Computing
©2010 SugarCRM Inc. All rights
2005 CRM Specs Cloud Computing?
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
6
Unknown Prior to 2007
Change:Native Apps
©2010 SugarCRM Inc. All rights
2005 CRM Specs Native Clients
when all software will be delivered over the internet. Does the arrival of Google Apps Premier Edition signal the death of desktop software dinosaurs like Microsoft Office? - Wired Magazine
All applications will be Web based:
In three to five years, all applications will be delivered this way. -Phil Robinson, SVP SalesForce.
Or will they?
While RIM + Windows Mobile + Palm Losing Share
Note: Usage share represents % of total ad requests coming from the operating system, data may not be representative.Source: AdMob, 2/10. 44
USA Mobile Internet Usage Share by Smartphone Opearting System4/08 - 2/10
6% 8%
60%55%
44%
46%31%
13%12%
7%
32%
31%
6%
4%
2%
12%20%
42%
59%51%
29%
17%19%
27%
8%14%
23%
7%3%
0%
20%
40%
60%
80%
100%
4/08 6/08 8/08 10/08 12/08 2/09 4/09 6/09 8/09 10/09 12/09 2/10
Symbian iPhone RIM Windows Palm Hiptop Android
Change From 2005 to Today
2005
MySpace, digg
Web Browser
SaaS
Today
FaceBook, Twitter
Native Apps
Cloud
-2016?
Control
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
12
©2011 SugarCRM Inc. All rights reserved.
Open
The Future of Business is Open
5/24/2011
©2011 SugarCRM Inc. All rights reserved.
14
Development
Sales
Marketing
The Future of Business is Open
5/24/2011 15 ©2010 SugarCRM
Inc. All rights
Collaboration Social
CloudMobile
SugarCRMOpen Platform
Change:Social CRM
©2010 SugarCRM Inc. All rights
©2010 SugarCRM Inc. All rights reserved.
CRM in the age of Social is based on the simple premise that you are able to Interact with your customers based on their needs, not your rules
The Customer rules!
Get Social
CRM: Enable a single customer view
SALES EDGE CUSTOMERSINNER CORE
SALES
CUSTOMER SERVICE
CALL CENTER
MARKETING
CRM Made Social: Enable the customer edge
SALES EDGE CUSTOMERSINNER CORE
CRM Made Social: Document Sharing
CRM Made Social: Online Meetings
CRM Made Social: Team Collaboration
Enhanced Activity StreamsBetter Team CollaborationTrack all team activities for leads, cases, contacts and opportunitiesSubscribe to favorite leads, cases , contacts and opportunitiesReply to or delete specific Activity StreamsMore Admin controls
CRM Made Social: Twitter and Facebook
Activity Streams Social StreamsAdmin can enable or disable
Change:Cloud Computing
©2010 SugarCRM Inc. All rights
Open Cloud
5/24/2011 ©2010 SugarCRM Inc. All rights reserved. 25
Change:Native Apps
©2010 SugarCRM Inc. All rights
CRM Made Mobile
CRM Made Mobile: iPhone
CRM Made Mobile: Android
CRM Made Mobile: Blackberry
CRM Made Mobile: Offline Sync
CRM Made Mobile: HTML5 Charts
SugarCRM: Social, Mobile, Cloud
SugarCRM Global Open Source CRM Leader
BusinessLeading provider of Open Source CRM SoftwareFounded April 2004 in Cupertino, California Europe Head Office in Munich, Germany
Market TractionAward winning products3rd largest global CRM Provider800,000+ users, 80,000+ organisations250+ partners on five continents
Fastest Growing 50%+ billings growth 2010 over 2009> 9 Million downloads 2,500+ New customers in 80 countries
Leader Position in CRM for Midmarket - June 2010
7,000+ SugarCRM Customers
5/24/2011 Copyright © 2010 SugarCRM, Inc. All rights reserved. 35
Value Of SugarCRM
Solve your business issues
Understand your goals
Fit around your processes
Help from local partners
Invested in your success
Key Customer Benefits
Flexible Intuitive Open
Brings YOU a simplified UI
Works the way YOU work
Integrates with YOUR environment
Solution Components
Marketing Automation
Campaign management
Web to lead capture
Email marketing
ROI measurement
Social media
Sales Automation
Customize sales stages
Team selling
Forecasting
Products, quotes, contracts
Sales process automation
Customer Service Automation
Support cases
Bug tracking
Email management
Knowledge base
Customer self-service portal
You Are In Control
Global, Mobile, Social
Open Cloud
Your Data is Yours
No vendor lock-in
Reporting and Integrations
Happy customers with social and cloud
5/24/2011 43©2010 SugarCRM Inc. All rights reserved.
Collaboration Social
CloudMobile
SugarCRMOpen Platform
The Sweeter RoadMicrosoftOracleSFDC
44
Thank you
Tom Schuster, VP Europe [email protected]