Sugar Online User Group - January 24, 2017
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Customer Journey Plug-In Guest Speaker: Kristian af Sandeberg, CEO, Addoptify Online User Group January 24, 2017
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Transcript of Sugar Online User Group - January 24, 2017
Customer Journey Plug-InGuest Speaker: Kristian af Sandeberg, CEO, Addoptify
Online User GroupJanuary 24, 2017
© W-Systems www.w-systems.com
• Recap of Last User Group Webinar• SugarCRM Company and Sugar News
Roundup• Upcoming Sugar Training• Feature Topic: Customer Journey Plug-
In• Sugar Q&A Session
Agenda
© W-Systems www.w-systems.com
September 2016: SugarCRM Mobile• Streaming Video Recording Link on our blog (September
Archive)• https://
www.w-systems.com/blog/sugarcrm/september-2016-sugar-online-user-group-meeting-recap
• Webinar Archive: https://www.w-systems.com/company/webinar-archive/
Last Meeting Topic
© W-Systems www.w-systems.com
In our State of the W Report we created a fun look at our 2016 year in review: w-systems.com/company/about/state-of-the-w/2016/
‘State of the W’ 2016 Report
© W-Systems www.w-systems.com
Download our white paper which provides 10 things to consider when implementing a new CRM system to avoid project failure and increase user adoption.
Download White Paper: http://wsyste.ms/crm-ua
White Paper, Best Practices for CRM User Adoption
© W-Systems www.w-systems.com
Download our white paper, where we discuss the importance of integrating your CRM and marketing automation platforms, in an effort to maximize revenue.
Download White Paper: http://wsyste.ms/crm-dd
White Paper, The Dynamic Duo: SugarCRM + Act-On
© W-Systems www.w-systems.com
http://legalweekshow.com/legaltech/east/
News Roundup: LegalTech New York
© W-Systems www.w-systems.com
• Sugar 7.8.0https://www.w-systems.com/products/sugarcrm/releases/sugar-7.8.0.0/
• Changes Include:– A number of minor changes which are
detailed in the release notes– Performance updates in underlying
components– In Sugar Enterprise:
• More advanced Team-based Permissions
• Numerous enhancements and fixes to Advanced Workflow
News Roundup
© W-Systems www.w-systems.com
• SugarCRM Community– https://community.sugarcrm.com
• SugarCRM Support Page– https://support.sugarcrm.com
• Sugar University– http://university.sugarcrm.com/
• SugarCRM on YouTube– https://www.youtube.com/user/DiscoverSugarCRM
• W-Systems SugarCRM Blog– https://www.w-systems.com/blog
• W-Systems on Twitter– https://twitter.com/wsystemscorp
SugarCRM Resources
© W-Systems www.w-systems.com
• View the Sugar University catalog at university.sugarcrm.com – February 2nd – How to
Manage Your Teamhttps://www.w-systems.com/training/detail/how-to-manage-your-team/2017-02-02
– February 7th – End-User Webinar Series https://www.w-systems.com/training/detail/end-user-webinar-series/2017-02-07
• Live Classroom Training Schedule Updated: https://university.sugarcrm.com/upcomingclasses
Upcoming Training on Sugar University
© W-Systems www.w-systems.com
Customer Journey Plug-In
A New Way of Doing CRM
© W-Systems www.w-systems.com
Agenda
• A New Way of Doing CRM – changing the perspective
• Feature Highlights: Sugar Customer Journey Plug-In
• Customer Journey Concepts Overview• Live Demo• Key Benefits• Q & A
© W-Systems www.w-systems.com
A New Way of Doing CRM: Changing the Perspective
The Old Way– Internal processes before customer’s needs– Capture Data for command/control– Difficult user adoption – Silos between staff – lack of transparency– Focus on Channels, Systems and IT
The New Way:– Customer needs in sync with internal
processes– Capture data has a clear purpose– Alignments across entire organization– Faster adoption, more accuracy– Defining and visualizing any journey– Time and cost saving
© W-Systems www.w-systems.com
The Customer Impact Workshop is Built Around Four Pillars
Establish a new customer perspective
Build the Customer Decision
Journey(s)
Align with internal
processes
Apply into daily CRM practice
Learn how to see the world as the
customers do
Map the customer’s complete decision
journey(s)
Optimise internal processes
accordingly
Incorporate the new processes into
SugarCRM
© W-Systems www.w-systems.com
• A journey can be used and visualized across multiple GUIs, giving a common thread through all customer interactions
• Lead, Opportunity, Delivery, Case and Yearly Account Plan Journeys
Sugar Customer Journey Plug-In Product Feature Highlights
© W-Systems www.w-systems.com
• Journeys can be defined for any process– Journeys can be additive
• Useful for anyone responsible for success– Regardless of Journey, Process or Job function
• All activities identified and prioritized - Progress is always shown
Someone responsible
for leads could have their
Lead Journeys
Someone responsible
for Opportunities
could have their
Opportunity Journeys
Sugar Customer Journey Plug-In Product Feature Highlights
© W-Systems www.w-systems.com
A new way of measuring and reporting – no more guessing
Sugar Customer Journey Plug-In Product Feature Highlights
© W-Systems www.w-systems.com
Complete overview of decision
stages, tasks completed
and next step
Sugar Customer Journey Plug-In Product Feature Highlights
© W-Systems www.w-systems.com
• Easy to create Journeys• Visually shows all related activities to ensure a
Journey is successfully completed
Journey StagesJourney Progress • Responsible
Individuals
• Instant Updates for entered data
• Scheduling / Automated Follow Up
• Fully Integrated With Sugar (workflow, etc.)
Journey Template
Journey ActivitiesInternal Task
CallMilestoneMeeting
Customer TasksAgent/3rd Party
Sugar Customer Journey Plug-In Product Feature Highlights
© W-Systems www.w-systems.com
• For Admin, there is a powerful easy-to-use function to build and maintain Journey Templates
• All security and role-based features of Sugar are available
Sugar Customer Journey Plug-In Product Feature Highlights
© W-Systems www.w-systems.com
Customer Journey Concepts OverviewCustomer Journey Concepts OverviewBased on the leading work of Phil Winters
• Leading Customer Strategist• 30 years helping more than 300
organizations worldwide – Amazon, TripAdvisor, Panasonic and many more
• Empirical based methodologies from over 650 organizations that have reoriented their businesses around a deeper understanding of the customer’s decision processes.
• Special focus: complex customer decision cycles
• Strategic and practical approach – focuses organizations worldwide to reorient their internal business processes and customer interaction strategies
© W-Systems www.w-systems.com
Customer Journey Concepts OverviewCustomer Journey Concepts OverviewChallenges the traditional way of CRM
Traditional: • Understanding the interaction a
customer has with us for our product or services
• Focused normally on BtoC • Can turn into a large project with no
ability to execute/see benefit quickly
Modern: • Understands the Buying Journey is
never the same as the Selling Journey
• The Buying Journey begins long before the lead and continues long after the sale finishes.
• Defines and views that from the customer’s perspective
• Keeps it focused and straightforward• Possibly even more important for
BtoB than BtoC
© W-Systems www.w-systems.com
Customer Journey Concepts OverviewLive DemoDefining and visualizing any Journey – not just that of customers
© W-Systems www.w-systems.com
• An enabler for effective adoption, roll out and user motivation
• A powerful tool to align customers’ needs with internal processes
• The accelerator for correct data, time and place
Key Benefits
© W-Systems www.w-systems.com
• $12 per seat per month• 10 seat minimum for all new customers• No 1:1 seat minimum
Q4 Install Base Promo• $8 per user per month• 10 seat minimum applies• Purchase by January 31, 2017• Contact W-Systems for more
information
Customer Journey Plug-In Pricing & Promo
© W-Systems www.w-systems.com 31
Thank You
•
www.addoptify.com
www.w-systems.com/customer-journey
© W-Systems www.w-systems.com
Contact Information
Dennis Smith
VP of Sales dsmith@
w-systems.com
This event is being recorded. The recording will be posted on the W-Systems SugarCRM blog 24-48 hours post webinar, and a link will be sent out to all registrants.
Sarah Friedlander Garcia
W-Systems sarah@
w-systems.com
Kristianaf Sandeberg
© W-Systems www.w-systems.com
Contact Information
Host: Sarah Friedlander Garcia & Kristian af SandebergEmail: [email protected] & [email protected] Office: (201) 760-2565
This event is being recorded. The recording will be posted on the W-Systems blog in the next day or two and a link included in our next newsletter
