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.

1. THE POWER OF “i”
IN CUSTOMER-CENTRIC
ORGANIZATIONS
Jennifer Stagnaro
SVP Marketing

2. Customer Strategy Conundrum
2
Customer Strategies
are more important
than ever before
Fully Committed to
executing Customer
Experience Strategies
80%
19%

3. Customer Strategy Payoff
Non-committed companies
are 3X more likely to have
greater customer attrition
3X 5X
Fully committed companies
are 5X more likely to get
higher referral rates

4. CUSTOMER-CENTRIC
ORGANIZATIONS
The Power of “i”

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

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

8. Colleagues Experts Sale Rep Pre-sales Product
Manager
Sales
Manag

9. Individual Success Metric
Net Promoter Score
How likely is it that you would recommend
[your company] to a friend or colleague?
%
Promoters
%
Detractors
NPS
0 1 2 3 4 5 6 7 8 9 10
Detractors: 0 – 6 Passives: 7 – 8 Promoters: 9 – 10
50% Excellent

10. The Power of Promoters
Compared to detractors,
promoters are almost
• 6 times as likely to forgive
• More than 5 times as
likely to repurchase
• More than twice as likely
as detractors to actually
recommend a company

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

12. Is this a current
customer?
Are they our top
customer?
Have they paid
their bills?
Do they have any
outstanding issues
with us?
gues Experts Sale Rep Pre-sales Product
Manager
Sales
Manager
Lawyer Finance Logistics Service Supp

13. Insight Success Metrics
• Understand all issues with a prospect
before you pick up the phone
• Prioritize quickly based on the most
urgent and valuable project
• Put together a compelling customer
proposal by reviewing similar
projects
• Quickly identify cross-sell and upsell
opportunities

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

16. Sentiment Analysis
NPS
Response
Time
Delivery Time
Share of Voice
Open/Conversion
Rates
Recommendations
Funnel Velocity

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

18. THANK YOU
#SugarCon
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