Make your customers happier by using the Cloud and Social Media.

1. Open CRM
Make your customers happier by using the
Cloud and Social Media
Tom Schuster, VP Europe
19th May 2011

2. 5/24/2011 2

3. Change:
Social CRM
©2010
SugarCRM Inc.

4. 2005 CRM Specs - Social?
5/24/20 ©2011 SugarCRM Inc. All rights 4
11 reserved.

5. Change:
Cloud Computing
©2010
SugarCRM Inc.

6. 2005 CRM Specs Cloud Computing?
Unknown Prior to 2007
5/24/20 ©2011 SugarCRM Inc. All rights 6
11 reserved.

7. Change:
Native Apps
©2010
SugarCRM Inc.

8. 2005 CRM Specs Native Clients
All applications will be Web
based:
Or will they?
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
In three to five years, all
applications will be
delivered this way. -
Phil Robinson, SVP
SalesForce.

9. While RIM + Windows Mobile + Palm Losing Share
USA Mobile Internet Usage Share by Smartphone Opearting System
4/08 -­ 2/10
100% 3%
7%
12%
20%
80% 8%
14% 6% 42%
32% 23% 4%
17% 13%
19% 12%
60% 31%
2%
7%
27%
40%
46% 59% 60%
31% 51% 55%
44%
20%
29%
8%
6%
0%
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
Note: Usage share represents % of total ad requests coming from the operating system, data may not be representative.
Source: AdMob, 2/10. 44

10. Change From 2005 to Today
2005 Today
MySpace, digg FaceBook, Twitter
SaaS Cloud
Web Browser Native Apps

11. -2016?

12. Control
5/24/20 ©2011 SugarCRM Inc. All rights 12
11 reserved.

13. Open
©2011 SugarCRM Inc. All rights
reserved.

14. The Future of Business is Open
Development
Sales
Marketing
5/24/20 ©2011 SugarCRM Inc. All rights 14
11 reserved.

15. The Future of Business is Open
Mobile Cloud
SugarCRM
Open Platform
Collaboration Social
5/24/2011 15 ©2010
SugarCRM

16. Change:
Social CRM
©2010
SugarCRM Inc.

17. Get Social 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
Custome
r rules!
©2010 SugarCRM
Inc. All rights

18. CRM: Enable a single customer view
INNER CORE SALES EDGE CUSTOMERS
SALES
CUSTOMER
SERVICE
CALL CENTER
MARKETING

19. CRM Made Social: Enable the customer edge
INNER CORE SALES EDGE CUSTOMERS

20. CRM Made Social: Document Sharing

21. CRM Made Social: Online Meetings

22. CRM Made Social: Team Collaboration
Enhanced Activity Streams
Better Team Collaboration
Track all team activities for leads, cases,
contacts and opportunities
Subscribe to favorite leads, cases , contacts
and opportunities
Reply to or delete specific Activity Streams
More Admin controls

23. CRM Made Social: Twitter and Facebook
Activity Streams
Social Streams
Admin can enable
or disable

24. Change:
Cloud Computing
©2010
SugarCRM Inc.

25. Open Cloud
5/24/2011 ©2010 SugarCRM Inc. All rights reserved. 25

26. Change:
Native Apps
©2010
SugarCRM Inc.

27. CRM Made Mobile

28. CRM Made Mobile: iPhone

29. CRM Made Mobile: Android

30. CRM Made Mobile: Blackberry

31. CRM Made Mobile: Offline Sync

32. CRM Made Mobile: HTML5 Charts

33. SugarCRM: Social, Mobile, Cloud

34. SugarCRM Global Open Source CRM Leader
Business
Leading provider of Open Source CRM Software
Founded April 2004 in Cupertino, California
Europe Head Office in Munich, Germany
Market Traction
Award winning products
3rd largest global CRM Provider
800,000+ users, 80,000+ organisations
250+ 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

35. 7,000+ SugarCRM Customers
5/24/2011 Copyright © 2010 SugarCRM, Inc. All rights reserved. 35

36. Value Of SugarCRM
Solve your business issues
Understand your goals
Fit around your processes
Help from local partners
Invested in your success

37. Key Customer Benefits
Flexible Intuitive Open
Works the way Brings YOU a Integrates with
YOU work simplified UI YOUR environment

38. Solution Components

39. Marketing Automation
Campaign management
Web to lead capture
Email marketing
ROI measurement
Social media

40. Sales Automation
Customize sales stages
Team selling
Forecasting
Products, quotes, contracts
Sales process automation

41. Customer Service Automation
Support cases
Bug tracking
Email management
Knowledge base
Customer self-service portal

42. You Are In Control
Global, Mobile, Social
Open Cloud
Your Data is Yours
No vendor lock-in
Reporting and Integrations

43. Happy customers with social and cloud
Mobile Cloud
SugarCRM
Open Platform
Collaboration Social
5/24/2011 ©2010 SugarCRM Inc. All rights reserved. 43

44. Microsoft The Sweeter Road
Oracle
SFDC
44

45. Thank you
Tom Schuster, VP Europe SugarCRM
tschuster@sugarcrm.com