"Open CRM" - Tom Schuster

Open CRM

Tom Schuster, VP Europe19th May 2011

Make your customers happier by using the Cloud and Social Media

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Change:Social CRM

©2010 SugarCRM Inc. All rights

2005 CRM Specs - Social?

5/24/2011

©2011 SugarCRM Inc. All rights reserved.

4

Change:Cloud Computing


2005 CRM Specs Cloud Computing?

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6

Unknown Prior to 2007

Change:Native Apps


2005 CRM Specs Native Clients

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

All applications will be Web based:

In three to five years, all applications will be delivered this way. -Phil Robinson, SVP SalesForce.

Or will they?

While RIM + Windows Mobile + Palm Losing Share

Note: Usage share represents % of total ad requests coming from the operating system, data may not be representative.Source: AdMob, 2/10. 44

USA Mobile Internet Usage Share by Smartphone Opearting System4/08 - 2/10

6% 8%

60%55%

44%

46%31%

13%12%

7%

32%

31%

6%

4%

2%

12%20%

42%

59%51%

29%

17%19%

27%

8%14%

23%

7%3%

0%

20%

40%

60%

80%

100%

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

Change From 2005 to Today

2005

MySpace, digg

Web Browser

SaaS

Today

FaceBook, Twitter

Native Apps

Cloud

-2016?

Control

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12


Open

The Future of Business is Open

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Development

Sales

Marketing

The Future of Business is Open

5/24/2011 15 ©2010 SugarCRM

Inc. All rights

Collaboration Social

CloudMobile

SugarCRMOpen Platform

Change:Social CRM



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 Customer rules!

Get Social

CRM: Enable a single customer view

SALES EDGE CUSTOMERSINNER CORE

SALES

CUSTOMER SERVICE

CALL CENTER

MARKETING

CRM Made Social: Enable the customer edge

SALES EDGE CUSTOMERSINNER CORE

CRM Made Social: Document Sharing

CRM Made Social: Online Meetings

CRM Made Social: Team Collaboration

Enhanced Activity StreamsBetter Team CollaborationTrack all team activities for leads, cases, contacts and opportunitiesSubscribe to favorite leads, cases , contacts and opportunitiesReply to or delete specific Activity StreamsMore Admin controls

CRM Made Social: Twitter and Facebook

Activity Streams Social StreamsAdmin can enable or disable

Change:Cloud Computing


Open Cloud

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

Change:Native Apps


CRM Made Mobile

CRM Made Mobile: iPhone

CRM Made Mobile: Android

CRM Made Mobile: Blackberry

CRM Made Mobile: Offline Sync

CRM Made Mobile: HTML5 Charts

SugarCRM: Social, Mobile, Cloud

SugarCRM Global Open Source CRM Leader

BusinessLeading provider of Open Source CRM SoftwareFounded April 2004 in Cupertino, California Europe Head Office in Munich, Germany

Market TractionAward winning products3rd largest global CRM Provider800,000+ users, 80,000+ organisations250+ 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

7,000+ SugarCRM Customers

5/24/2011 Copyright © 2010 SugarCRM, Inc. All rights reserved. 35

Value Of SugarCRM

Solve your business issues

Understand your goals

Fit around your processes

Help from local partners

Invested in your success

Key Customer Benefits

Flexible Intuitive Open

Brings YOU a simplified UI

Works the way YOU work

Integrates with YOUR environment

Solution Components

Marketing Automation

Campaign management

Web to lead capture

Email marketing

ROI measurement

Social media

Sales Automation

Customize sales stages

Team selling

Forecasting

Products, quotes, contracts

Sales process automation

Customer Service Automation

Support cases

Bug tracking

Email management

Knowledge base

Customer self-service portal

You Are In Control

Global, Mobile, Social

Open Cloud

Your Data is Yours

No vendor lock-in

Reporting and Integrations

Happy customers with social and cloud

5/24/2011 43©2010 SugarCRM Inc. All rights reserved.

Collaboration Social

CloudMobile

SugarCRMOpen Platform

The Sweeter RoadMicrosoftOracleSFDC

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Thank you

Tom Schuster, VP Europe [email protected]

Technology

"Open CRM" - Tom Schuster