Pre Workshop

Once the CRM Health Check was purchased, the first step was to have a call (over Zoom) with the key people in the business, in this case this was the CRM system administrator and the heads of Sales and Marketing. The call was to ascertain at a high level what the business does, what are the main uses of Sugar and what are the key pain points they have already identified.

“It’s important to send a bespoke survey because a generic one will be difficult in uncovering feedback that will assist us in disocovering what changes can make large impacts.”

Following the initial call, we curated a survey to all key users of Sugar. The customer opted for us to send this out, it was deduced that if the responses were sent to us directly being external from the business we’d hope to receive accurate and honest feedback, having this honest feedback is invaluable to ensuring that the key areas of discussion on the upcoming workshop day are not only relevant but that any areas identified for improvement are acknowledged by the users that are actually using Sugar for their day to day work. 

Example snipped of our survey, crafted specifically for our customer:

Upon receiving the questionnaire responses, we compiled the results into a readable data format and with the feedback given from the questionnaire and the original kick-off call we then compiled an agenda for the following Health Check workshop day. This ensures that we cover all relevant points specific to this customer.

The key pain points/areas to improve that we identified for the Agenda for our manufacturing customer were; inventory management, supply chain management, extended customer lifecycle and how to boost customer satisfaction. 

Day of Workshop

Based on the agenda we discussed at length all pain points and areas for improvement and what can be done to improve these, the options range from simple field creations/changes and layout updates to building custom modules, building automated flows to take care of the menial logical tasks/processes and setting reminders for users to ensure items aren’t forgotten to discussing integrating ERP systems. We also detailed plans on how to ensure that Sugar can be the main source of truth the use of custom dashboards per user group which allows each team to plan their days, see their current work, track processes and boost productivity, user adoption and ultimately customer satisfaction.

ERP Integration

We also proposed the exploration of Sales-i as one of the easiest ways to present “what have I sold you?”, “what haven’t I sold you?” and “what can I sell you?” with their ERP to Sugar integration solution. They were impressed with the detailed knowledge that their sales team can get, at-a-glance, when reviewing their accounts.

Post Workshop

All of the information gathered and improvements discussed were then provided to the customer via an Audit Report this will clearly illustrate all key points discussed along with the feedback and include a roadmap to start the journey of improving their CRM.

Is your SugarCRM project meeting expectations?
If you think you would benefit from discovering the untapped possibilities within your SugarCRM system with our tailored SugarCRM Health Check, please follow this link: https://www.sugaroutfitters.com/addons/crm-healthcheck-workshop

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In the first ever CRM and Sales Impact Report, SugarCRM asks 1,000 sales leaders critical questions about their CRM, sales, technology and ability to uncover crucial customers insights. Broken down into four sections, their research reveals a picture of companies struggling with platforms and data practises riddled with blind spots and roadblocks.

The State of CRM

With CRM at the heart of customer experience, this report exposes the issue with CRM systems and the data it contains. A considerable number of those surveyed admitted that their CRM is too complex, unintuitive and not user-friendly costing them potential revenue opportunities.

The Cost of the Status Quo

So if the CRM is holding companies back, how does this affect the day-to-day? SugarCRM shows the cost of wasting valuable time, counter-productivity and poor return on investment when breaking down the problem behind their CRM systems. Asking the most important question, can companies afford to leave their sales people without the tools they need to compete?

Churn Rates

An important finding in their research are the difficulties that arise when companies are unable to extract the full value from their CRM system. The overall consensus here was that the low resolution leads from lack of insightful customer data across their marketing, sales and service systems results in higher churn rates. Do you know how much on average it is costing organisations in churn alone?

Customer Clarity & AI

In order to stay competitive, companies need to significantly improve the accuracy and completeness of their customer data to improve retention, revenue and business outcomes. To find out if artificial intelligence (AI) is the way forward, download the report here.

Download the Report Here

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Part 1: Sugar Sell

This post is all about Sugar Sell, a low-touch customer relationship management platform that expertly drills into your sales cycle to form a collaborative and customer orientated solution. Using actionable data, Sugar Sell transforms stale, “faceless” customers into lifelong relationships with enhanced profiles.

What impressed me?

In my opinion, two of the main features that sets this CRM apart from the competition is a business process automation function called SugarBPM and an advanced reporting module that gives users a range of quantifiable, customisable and detailed insights into the business activities. 

Starting with SugarBPM, I feel this is an important tool as it directly resolves what most companies may seek initially to use a CRM for – saving time by reducing the amount of manual data entry and increased interaction with customers essentially reducing costs and streamlining the selling process.

By virtually automating any business process such as lead routing, quote approvals, and email notifications, you can successfully reduce manual effort whilst maintaining that all-important regular and personal communication with each customer.

The reporting module gives context and insight into any aspect of your business through “out of the box” reports created by Sugar or by custom reports built by you. There are four varying types of reports so users can display their information in the best way possible. Team members in leadership positions will find this particularly useful when making important business decisions, strategizing, and monitoring success. 

SugarCRM’s goal is to bring organizations together collaboratively so that every user is on the same page and the reporting module is a perfect example. Any report that has been created can be shared with other Sugar users, printed, emailed, exported or used in a “dashlet” on the home dashboard for quick and regular viewing. 

How will this help our new customers?

Sugar Sell is a CRM that works for you and not the other way around bringing important customer data to the forefront. It has been thoughtfully designed to enhance the customer experience by bringing people to work together and revealing the whole picture, strengthening existing customer relationships and helping to create new ones.

New customers will not only have access to past and present data, but sales forecasting is also one of SugarCRM’s impressive functions, bringing time and date sensitive data into a predictable format for you to perfect your sales cycle and bring important visibility to the business.

I hope you’ll enjoy these insights from my onboarding at Sugabyte. Here are the links to the successive posts in this series which will uncover my thoughts on Sugar Serve, Customer Journey Plugin, Sugar Discover and more:

• Sugar Serve (coming next)
• Sugar Market (coming soon)
• SugarCRM SugarLive (coming soon)
• Sugar Discover (coming soon)
• Sugar Connect (coming soon)
• Sugar Mobile (coming soon)
• Hint! (coming soon)

The post New To Sugar Series – Sugar Sell appeared first on Sugabyte.

You may have a CRM and no marketing automation platform or you have an integrated solution but are unhappy with it. In order to make informed decisions on your tech stack, such as if you should adopt or switch platforms or not, it’s essential to understand your requirements and needs out of a solution. That extends to understanding how important it is for a native integration between your marketing automation platform and CRM.

WHY DO SOLUTIONS ON THE MARKET BOAST SEAMLESS INTEGRATION?

Because a seamless integration between your CRM and your marketing automation platform is crucial to

1. Sales and Marketing alignment,
2. More efficient connection with leads and prospects throughout the buyer’s journey
3. The success of your technology adoptions, and
4. Getting the most out of your investment—including ROI.

THIS SIMPLIFIED GUIDE WILL HELP YOU UNDERSTAND:

1. The difference between CRM and Marketing Automation
2. Why a seamless integration is important
3. What to expect from a seamless integration
4. The value you gain from integration

DOWNLOAD HERE

The post Ebook Download – CRM & Marketing Automation Integration Simplified appeared first on Sugabyte.

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You can also reach us through email at sales-emea@sugarcrm.com.

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When organisations deploy a CRM system that is designed with individuals in mind, both internal users and external customers win. Employees become more productive when they gain access to more insightful business data. In addition, this more personalised approach to CRM can lead to increased customer satisfaction because customers feel like they are being treated as valued individuals with unique requirements. And when the CRM system is priced so that every customer-facing employee can now have access, these benefits are significantly magnified.

In this eBook, you’ll learn about:

• Creating a unified voice to your customers
• The value of CRM to your business
• How Sugar is designed to help the individual user

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