SugarCon 2010: Using Sugar to Discover Value
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It’s All About Discovery Using Sugar to Uncover Customer Value
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Transcript of SugarCon 2010: Using Sugar to Discover Value
It’s All About Discovery
Using Sugar to Uncover Customer Value
Welcome
Jan Sysmans
Director Product Marketing
SugarCRM
Objective: Sugar => Uncover Customer Value
John and Paul
What Is CRM Really About
Asking the Right Questions
Reinforcement
John and Paul
Meet John
The UC Shack
“All The Tools to Satisfy Your Unified Communication Needs”
VoIPIP TelephonySIPUC802.11gSNR
Meet Paul
HoloNext Communications
“Delivering the promise of instantaneous communications to any company …
Listen I Will, Value To Fill
not just the empire …”
What Is CRM Really About
Customer Relationship Management
05/08/09©2009 SugarCRM Inc. All rights reserved.
Customers
05/08/09©2009 SugarCRM Inc. All rights reserved.
05/08/09©2009 SugarCRM Inc. All rights reserved.
Customers
GoalsProcessesPeopleTechnology
05/08/09©2009 SugarCRM Inc. All rights reserved.
ServicesServices
Sales
Customers
Marketing
GoalsProcessesPeopleTechnology
05/08/09©2009 SugarCRM Inc. All rights reserved.
GoalsProcessesPeopleTechnology
Marketing
Services
Sales
Customers
05/08/09©2009 SugarCRM Inc. All rights reserved.
GoalsProcessesPeopleTechnology
Services
Marketing
Services
Sales
Customers
Asking the Right Questions
Discovery = Asking the Right Questions
“We have two ears and one mouth so that we can listen twice as much as we speak.”
Epictetus (Eπίκτητος)AD 55–AD 135)
So Many Questions….
Open Ended
Closed (yes/no)
Qualifying
Probing
Dialoguing
Clarifying
Verifying
Annoying
5 Key Questions To Start Any Discovery
Can you tell me more about your business and the issues you face today?
What is your business goal?
What is preventing you from reaching your goal?
What are your people using/doing today?
If you had a magic wand, what would the ideal solution so that you could reach your goal?
Other Things You Need To Discover
Timelines
Project Importance
Influencers
Decision Makers
Budget
Reinforcement
John’s CRM
Paul’s CRM
Making Sure the Technology Fits the Business Process…
Summary
Thank You
Jan Sysmans
Director Product Marketing
SugarCRM
Te.: +1 408 454 6942
