The Decade Ahead

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Top SugarCRM executives will explore the state of CRM in an exciting new era that will drive business optimization and set the stage for the decade ahead. SugarCRM has designated 2014 as the "Year of the Individual". The company is re-defining CRM by creating a unique customer user experience with the individual in mind, empowering every customer-facing employee to create extraordinary customer relationships. The company will demo its latest CRM solutions, discuss new product updates, as well as share insights and techniques from its growing community of innovative partners and customers who are leveraging the 'power of the individual' across their organizations to create more intelligent, immersive and engaging customer experiences.

Business Technology

CRM IN THE NEXT DECADE
Larry Augustin
CEO
@lmaugustin

Empower Every
Individual Employee
Provide Consistent
Customer Insight
Deliver Personalized
Customer Interactions

Provide Consistent
Customer Insight
Deliver Personalized
Customer Interactions
Empower Every
Individual Employee

Empower the INDIVIDUAL
Jim, CMO
• Our goal was to automate the entire customer lifecycle
Elaine, Collateral Sales
• No longer spends 80% of her time doing data entry
Ed, Industrial Valuations
• Compare new projects with profitability of similar ones
Sandy, Accounting
• Saves 1 ½ hours a day & accurate invoicing
86% of Hilco staff using Sugar

Empower the INDIVIDUAL
Dean, CEO
• 30% increase in overall team efficiency
Craig, Marketing & Technology Development
• Provides real-time customer images, designs,
specs to field sales team
Heather, Accounting
• Eliminates meetings, saving 20 hours per week
Matt, Project Management
• Resolves jobsite issues in minutes, not days
74% of Redglaze staff using Sugar

Empower the INDIVIDUAL
Decade Ahead – 70% Connected
20% 70%

Empower Every
Individual Employee
Deliver Personalized
Customer Interactions
Provide Consistent
Customer Insight

Customer INSIGHT
• Scores Customer Health
– Aggregates data from
Dunn & Bradstreet, Acuity and Sugar
• Target lower scoring customers
for help
• Enables sales team to target
customers with personalized
solutions

Customer INSIGHT
Decade Ahead - Predictive Insights

11
Empower Every
Individual Employee
Provide Consistent
Customer Insight
Deliver Personalized
Customer Interactions

Personalized Customer
INTERACTIONS
• VetAdvisor supports veterans in
career, financial, physical and
emotional fitness
• Combines FitBit, Twilio, Milestone
Velocity & Sugar to track fitness goals
• VetAdvisor coaches give high-touch
support to more veterans

Customer INTERACTIONS
Decade Ahead – Internet of Customers
Vufind Recognize result:
"LouisVuitton"

Customer-Centric Companies
Critical Success Factors
Individual Insight Interactions
20% 70%

Our Mission…
Continuously Innovate a
Market-Leading CRM that:
– Empowers the Individual User
– Connects ALL Customer-
Facing Employees
– Connects You With Your
Customers the way they want
to Engage
– Provides True Insight

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