CRM Acceleration - Social CRM One Step at a Time

Social CRMOne Step at a Time

Clint OramVP Products and Co-founder

Agenda

• Introduction to SugarCRM• What is “Social” All About?• Why Should You Care?• Implications on Corporate/IT Structure• Where are We Today?• Glimpse at the Future• Q & A

About SugarCRM• Founded in April 2004• 6,000 Customers in 30 Countries• 175,000 Community Members• 130 Employees Worldwide

Broad CRM Functionality

04/12/2023 4

Company Momentum

04/12/2023©2009 SugarCRM Inc. All rights reserved. 5

Over 60,000 Paid Subscriber Seats

More than 60,000 CE Downloads/Month

Approaching 600,000 End Users

Nearly 600 New Customers Signed in Q1

Over 6,000 Customers Worldwide

04/12/2023 6

Social CRM According To…

Paul Greenberg

The customer is in control of the conversation.

SCRM is the company’s response to the customer’s control of the conversation.

There is no joint ownership of the conversation. But there is no control by one or the other of the relationship between them.

Though the “power balance” can lean toward one or the other. Right now it leans to the customer.

Martin Walsh

Social CRM is the process of converting content into conversations and extending these conversations into

collaborative experiences and then transforming those experiences into

meaningful relationships.

Evolution of the CRM Landscape

Traditional Buying Model

Complex Social Buying Model

Are You As Confused As I Am?

05/08/09©2009 SugarCRM Inc. All rights reserved.

GoalsPeopleProcessesTechnology

Services

Marketing

Services

Sales

Customers

Talk

Engage

SCRM Process

Soc

ial S

ophi

stic

atio

n

Generic

Unique

Manual Optimized

Manual1.

2.

3.

4.

Your Sales Team Uses SCRM to Listen to its Customers

Listening to Your Customer TodaySugarCRM Company Website Google Search

LinkedIn Profile Twitter Blog

Introducing Sugar 6

In Summary

• Social CRM is a component of CRM

• Your prospects and customers are already using Social Media – Take Advantage!

• Don’t try to do everything at once

• Start with basics, allowing your sales team to gather more relevant information on your customers

Remember, it all starts with…Sugar 6!

Thank You

Clint Oramclint@sugarcrm.com