Different companies at different stages of CRM initiatives require a specific set of processes and tools. Discover where you are in your CRM adoption and how to climb that adoption curve. Presented at SugarCon 2011 by Jan Sysmans, Senior Director Product Marketing at SugarCRM

2. CRM Made SuccessfulClimbing the Adoption Curve Jan Sysmans Wednesday April 6 - 10:25 am ©2011 SugarCRM Inc. All rights reserved.

3. Increase Sales Productivity “In just 12 months, we shortened our sales cycles by 20 percent& increased our new business by 15 percent” MassimilianoPianigiani, Sales Director, Mia Energia(Italy) “We’ve experienced productivity gains of 30-50 percent” Erica Vorsay, General Manager, Trans-Tasman Business Circle (Australia) “Our sales team has increased productivity by 30 percent while our customer service team has improved its response time by 50 percent.” MahzanMiskam, Head of Information Communication Technology, UEM Land Group (Malaysia) 4/6/11 3 ©2011 SugarCRM Inc. All rights reserved.

4. Improve Customer Service “The integration of SugarCRM throughout the business has reduced order processing from a half a day to less than one hour.” Naomi Simson, CEO, Red Balloon (Australia) “Our switch to SugarCRM means that we are now even better equipped to deliver excellence in customer service” Alex Pettefer, UK Group Marketing Director, Loomis (UK) 4/6/11 4 ©2011 SugarCRM Inc. All rights reserved.

5. Better Visibility and Cost Savings “We have tripled the number of web leads, and increased the visibility into our business” Jennifer Maitland, Marketing Operations Manager, CaplinSystems (UK) “In just over a year we have reduced employer’s health care costs by 20 percent and reduced membership information processing time by 60 percent.” Marty Heaner, CTO, TenzingHealth (USA) “SugarCRM’s customization and integration capabilities have saved us tens of thousands in operational costs thanks to its ability to tie sales and back-office operations together.” Martin Ross, VP of Technology, Healthscreen (Canada) 4/6/11 5 ©2011 SugarCRM Inc. All rights reserved.

6. Agenda What is CRM CRM Adoption Curve Social CRM Adoption Curve 4/6/11 6 ©2011 SugarCRM Inc. All rights reserved.

7. CRM Customer Relationship Management 4/6/11 7 ©2011 SugarCRM Inc. All rights reserved.

8. CRM CRM is about Customers 4/6/11 8 ©2011 SugarCRM Inc. All rights reserved.

9. CRM CRM is about Growing andRetainingCustomers 4/6/11 9 ©2011 SugarCRM Inc. All rights reserved.

10. The Business World Is Changing Customers Are More Demanding 4/6/11 10 ©2011 SugarCRM Inc. All rights reserved.

11. How To Respond To This Change Putting The Customer First 4/6/11 11 ©2011 SugarCRM Inc. All rights reserved.

12. How Do You Do That? 4/6/11 12 ©2011 SugarCRM Inc. All rights reserved.

13. All Customer Facing Organizations Sales Support Marketing 4/6/11 13 ©2011 SugarCRM Inc. All rights reserved.

14. Customers 4/6/11 14 ©2011 SugarCRM Inc. All rights reserved. 05/08/09

15. Goals Processes People Technology Customers 4/6/11 15 ©2011 SugarCRM Inc. All rights reserved. 05/08/09

16. Goals Processes People Technology Sales Marketing Customers Services Services 4/6/11 16 ©2011 SugarCRM Inc. All rights reserved. 05/08/09

17. Goals Processes People Technology Marketing Sales Customers Services 4/6/11 17 ©2011 SugarCRM Inc. All rights reserved. 05/08/09

18. Goals Processes People Technology Marketing Sales Customers Services Services 4/6/11 18 ©2011 SugarCRM Inc. All rights reserved. 05/08/09

19. Think Big, Start Small and Move Fast Sales Support Marketing 4/6/11 19 ©2011 SugarCRM Inc. All rights reserved.

21. Different Stages 4/6/11 21 ©2011 SugarCRM Inc. All rights reserved.

22. Unique Differentiation CRM Adoption Curve Generic CRM Process Optimized Manual 4/6/11 22 ©2011 SugarCRM Inc. All rights reserved.

23. 4/6/11 23 ©2011 SugarCRM Inc. All rights reserved.

25. Data locked in emails & spreadsheets

26. No measurement or visibility 1. Generic CRM Process Optimized Manual 4/6/11 24 ©2011 SugarCRM Inc. All rights reserved.

27. 4/6/11 25 ©2011 SugarCRM Inc. All rights reserved.

29. Source of shared data

30. Limited measurement and visibilityGeneric CRM Process Optimized Manual 4/6/11 26 ©2011 SugarCRM Inc. All rights reserved.

31. 4/6/11 27 ©2011 SugarCRM Inc. All rights reserved.

33. Team Collaboration

34. Accurate measurement and clear visibility3. Differentiation Generic CRM Process Optimized Manual 4/6/11 28 ©2011 SugarCRM Inc. All rights reserved.

35. 4/6/11 29 ©2011 SugarCRM Inc. All rights reserved.

37. Integrated and scalable systems

38. Quickly adapt to changing marketUnique Differentiation Generic CRM Process Optimized Manual 4/6/11 30 ©2011 SugarCRM Inc. All rights reserved.

39. CRM Adoption Curve Optimized 4. Unique Defined 3. Differentiation 2. Managed Manual 1. Generic CRM Process Optimized Manual 4/6/11 31 ©2011 SugarCRM Inc. All rights reserved.

40. Evolution of the CRM Landscape 4/6/11 32 ©2011 SugarCRM Inc. All rights reserved.

41. Traditional Buying Model 4/6/11 33 ©2011 SugarCRM Inc. All rights reserved.

42. Complex Social Buying Model 4/6/11 34 ©2011 SugarCRM Inc. All rights reserved.

43. Introducing Social CRM 4/6/11 35 ©2011 SugarCRM Inc. All rights reserved.

44. Social CRM Adoption Curve Engage 4. Unique Talk 3. Social Sophistication 2. Listen Manual 1. Generic SCRM Process Optimized Manual 4/6/11 36 ©2011 SugarCRM Inc. All rights reserved.

45. OK, So How Do You Do That? 4/6/11 37 ©2011 SugarCRM Inc. All rights reserved.

46. Introducing 4/6/11 ©2011 SugarCRM Inc. All rights reserved. 38

47. Selling to Mark 4/6/11 ©2011 SugarCRM Inc. All rights reserved. 39

48. Manual Stage: Mark Hinkle at Cloud.com 4/6/11 40 ©2011 SugarCRM Inc. All rights reserved.

49. Manual Stage: Mark Hinkle at Cloud.com 4/6/11 41 ©2011 SugarCRM Inc. All rights reserved.

50. SugarCRM = Social CRM 4/6/11 42 ©2011 SugarCRM Inc. All rights reserved.

51. Listen: LinkedIn 4/6/11 43 ©2011 SugarCRM Inc. All rights reserved.

52. Listen: Twitter 4/6/11 44 ©2011 SugarCRM Inc. All rights reserved.

53. Listen: Social Map 4/6/11 45 ©2011 SugarCRM Inc. All rights reserved.

54. Listen: Blog 4/6/11 46 ©2011 SugarCRM Inc. All rights reserved.

55. Listen: Social Profile / Sales Intelligence 4/6/11 47 ©2011 SugarCRM Inc. All rights reserved.

56. Talk/Engage: Document Sharing 4/6/11 48 ©2011 SugarCRM Inc. All rights reserved.

57. Talk/Engage: Online Meetings 4/6/11 49 ©2011 SugarCRM Inc. All rights reserved.

58. In Summary Implementing Social CRM takes a strategy Don’t try to do everything at once Think Big, Start Small, Move Fast Social CRM is a component of CRM 4/6/11 50 ©2011 SugarCRM Inc. All rights reserved.

59. The Future of Business is Open 4/6/11 51 ©2010 SugarCRM Inc. All rights reserved. Cloud Mobile SugarCRM Open Platform Collaboration Social